One of TechneValue’s customers, a major telco company based in Italy, wanted to understand how they could improve their network quality during the 2020 lockdown period. In fact, in that particular period, people were stuck in their houses and weren’t allowed to go to work or meet with people, and they only relied on their Internet connection to work, study, or just talk to friends and relatives. As a result, households were always connected to the internet, using several devices at the same time: therefore, networks were overloaded, and this led to connection problems, such as delays in loading web pages and the impossibility of making lag-free video calls.
In order to improve this situation and avoid their users turning to competitors to have higher internet performance, their client wanted to collect data coming from devices and networks, analyze it and understand where the major issues in their service were and whether there was room for improvement. However, the data was scattered across different platforms and devices, which made it challenging to investigate it. The company was looking for a reliable partner that could help them to address this need within an aggressive timeline and with a proactive approach without compromising on quality.
The company’s main objective was to design and build a data warehouse that could ingest data from multiple platforms and devices but also to have skilled experts that could work with their team, and that could read the retrieved data to improve their service.
Retrieving and analyzing data, in fact, was fundamental to understanding where the network quality issues were and addressing them proactively. This data-based and proactive approach resulted in:
- Improvement of the offered service,
- Better economic offering to those customers who were mostly impacted by connection problems,
- Enhancement of customer satisfaction, both by offering them better conditions and by eliminating the issues.