Client:
One of the largest airlines in United States when measured by fleet size, revenue, scheduled passengers carried, scheduled passenger-kilometers flown, and number of destinations served.
Problem and Requirements:
The client sought Speridian’s help to architect and implement Customer Relations Analytics in order to meet the following business objectives:
- Track and respond to customer correspondence.
- Issue goodwill compensation in the form of miles, vouchers, and eVouchers.
- Track customer compliments and complaints.
- Provide insight into customer behavior and value of partner relationships.
- Perform queuing and prioritization of customers and issues.
Speridian proposed Solution and Services:
Speridian implemented a complete Analytics solution to access, filter, and perform analytics on client’s customer and sales data. The solution provides constant monitoring and intelligence that spans operational and analytic sources to create:
- Comment Code dashboard reports for Station, Region & Division managers.
- Compensation dashboards to slice and dice goodwill compensation by Carrier, Tracking ID & Comment Code.
- Proactive, event-based, and scheduled alerts for managers to track points and boardings.
- Insightful reports to compare station level metrics with system and across time dimensions.
The Speridian Advantage:
- Incorporated several OBIEE best practices like Multi User Development Environment (MUDE) setup, clustering, HA, DR, build requirements document templates, development, design and code reviews, Subversion code check-in and versioning process.
- Offered technical directions to development teams to address enhancements, defect fixes to deliver business value.
- Delivered trainings to several Business Units to explain reporting capabilities and relevant business STAR schemas.
Technologies:
- OBIEE, OBI Apps, Informatica PowerCenter, Oracle DAC, Oracle EDW, Oracle SPARC SuperCluster
Challenges/Lessons Learned:
- The report scheduling was not scalable to deliver reports for 400+ Station, Division, Regional managers. Several optimizations were done at OBIEE repository level to enable scalability.
- The scheduled reports were to be delivered to several non-Siebel users as well. The OBIEE authentication options had to be enhanced to allow for this.
- There were performance issues owing to legacy OBIEE repository views. These were redesigned into tables, alias tables.
- The analytics stack did not have time zone and daylight savings support to match with Siebel. Enhancements were delivered to address this requirement.
Results:
The following are highlights of Speridian implemented Oracle Business Intelligence solution:
- Provides timely, fact-based insight into the entire loyalty program
- In time reports availability for managers using iBots
- Ability to slice and dice points and boardings across various dimensions
- Ability to report trends and pattern in Customer complaints and compliments and take corrective actions
