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
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