Verizon Fios offers residential connectivity solutions including broadband Internet, landline voice and cable TV service delivered over fibre optics to millions of customers. These services include 6.9 million broadband connections, 4.5 million TV subscribers and 12.2 million landline phone users – resulting in multiple data sources with billions of rows of data generated (up to 4 terabytes a day), to be managed by the Analytics Centre of Excellence team. Put in perspective, that’s nearly half of the US Library of Congress’ collection, totalling 10 terabytes.
Verizon’s Analytics Centre of Excellence (ACE), a team of more than 80 people, used data science and advanced analytics in the company’s digital, call centre, dispatch, marketing and finance functions to optimise operations and enhance customer experience. They took online and offline data from Hadoop, Teradata, and Oracle, extracted and reduced it to smaller datasets, and then analysed it in Tableau. This effective approach meant dashboards were in 200+ stakeholders’ hands in time for analysis. Stakeholders ranged from executives to customer-facing call centre staff, who make better decisions and deliver excellent customer service with daily insights uncovered by Tableau.
Using the platform, ACE created more than 1,500 self-serving dashboards that were consumed by operations, business transformation, product development, marketing and software engineering teams. The interactive dashboards have received 125,000-plus views, with a governed infrastructure that guarantees data is clean and usable. Tableau adoption is on the rise as Fios teams use geo-spatial mapping features to understand location-based impact and analyse text from customer chat sessions, leveraging the Tableau + R and Tableau + Mapbox integrations. These initiatives helped resolve customer service problems and improved customer satisfaction in Fios, with fewer calls and service dispatches lowering operational costs.