Existing state of the organization

Virgin is one of the world’s most recognized and respected brands. Conceived in 1970 by Sir Richard Branson, the Virgin Group has gone on to grow successful businesses in sectors ranging from mobile telephony, travel, financial services, leisure, music retail, holidays and health and wellness. Virgin is viewed largely positively by users and non-users as a global brand which caters for the tech-savvy user. Virgin Mobile UAE is strongly associated with customization and digitalization view of telecom. Virgin Mobile wants continuous growth by leading the digital space by providing their customers with a world-class digital experience. They needed a dynamic business data model to provide a solution to achieve this.

Challenges

Virgin Mobile UAE did not have a proper Data warehouse to centralize all customer life cycle data starting from activation till termination.

Virgin Mobile UAE did not have any tool or front end to view business details on an hourly or daily basis on a dynamic level.

They did not have the information regarding their activation trends on daily basis across different emirates, different sales channel and locations.

They did not have the information about their daily collection from different modes of payments.

They did not have in-depth details about their revenue classification, their customer base, and customer behavior in terms of number of recharge, types of customers who are more profitable by their nationality, age group, gender and other key factor related to customer.

They did not have analyzed data to run a campaign based on customer key factor and decide the marketing road map to target proper customer to increase business revenue.

Solution overview

Virgin Mobile UAE having an agile phase of development, is growing and trying to provide a digital approach to their user in the world of telecom. The BI (Business Intelligence) team has worked on a module basis to overcome the reporting challenges for each module and combine them all in an agile data model by which they can provide details of the whole business. Currently, Virgin Mobile UAE is using QlikSense for dashboarding and reporting purpose. Nprinting is used to circulate the hourly and daily reports to all levels of people in the organization, starting from sales executive to decision making management team.

Our solution approach gives an in-depth detail about the business different process and combines them to make easy business decisions.

Keeps track of hourly and daily activation by different dimension and tracks the performance of different channels and sales executive performances

Providing daily customer usage and revenue details and understands the customer base in business.

Providing the performance of different products based on customer usage.

Providing the outcome of different events and campaigns happening in different locations based on customer key factors. (Nationality, Age group).

Identifies the customers monthly renewal rate, average purchasing power, key usage, and customer behavior for different products. (Monthly, 6/12 Months, Red and Gold).

Identifies different aspects of business and providing data to run successfully CVM (Customer value management) and campaign.

Value delivered

Drove over 25% improvement in customer acquisition and retention by digitizing the entire user onboarding experience for millions of users.

As it is a growing business with changing products and features, we are developing a solution based on business requirements considering all changes and updates.