Application Case $4\mathrm{.}6$

ADJUST

Saudi Telecom Company Excels with Information Visualization

Supplying Internet and mobile services to over data center finally transforming from reactive to pro$-160$ million customers across the Middle East, active. Figure $4\mathrm{.}9$ shows a sample dashboard for call Saudi Telecom Company $($STC$)$ is one of the larg$-$ center management. est providers in the region, extending as far as Africa and South Asia. With millions of customers The Benefits contacting STC daily for billing, payment, network usage, and support, all of this information has to be

"Dundas' information visualization tools allowed

monitored somewhere. Located in the headquarters

us to see trends and correct issues before they

of STC is a data center that features a soccer field$-$

became problems," said Mr$.$ Eshaiwy. He added,

sized wall of monitors all displaying information

$"$We decreased the amount of service tickets

regarding network statistics, service analytics, and

by $55$ percent the year that we started using the

customer calls.

information visualization tools and dashboards.

The availability of the system increased, which

The Problem

meant customer satisfaction levels increased, which led to an increased customer base, which of course

When you have acres of information in front of lead to increased revenues." With new, custom you, prioritizing and contextualizing the data are KPIs becoming visually available to the STC team, paramount in understanding it$.$ STC needed to iden$-$ Dundas' dashboards currently occupy nearly a tify the relevant metrics, properly visualize them, quarter of the soccer field$-$sized monitor wall. and provide them to the right people, often with

"Everything is on my screen, and I can drill down

time$-$sensitive information. "The executives didn't and find whatever I need to know,"

explained

have the ability to see key performance indicators"

Waleed. He added, "Because of the design and

said Waleed Al Eshaiwy, manager of the data center structure of the dashboards, we can very quickly at STC$.$ "They would have to contact the technical recognize the root cause of the problems and take teams to get status reports. By that time, it would appropriate action." According to Mr$.$ Eshaiwy, often be too late and we would be reacting to prob$-$ Dundas is a success: "The adoption rates are lems rather than preventing them.$\text{'}$

excellent, it's easy to use, and it's one of the most successful projects that we have implemented.

The Solution

Even visitors who stop by my office are grabbed

After carefully evaluating several vendors, ST made right away by the look of the dashboard!"

the decision to go with Dundas because of its rich

data visualization alternatives. Dundas business QUESTIONS FOR DISCUSSION intelligence consultants worked on$-$site in SC$\text{'}$s

$1.$ Why do you think telecommunications compa$-$

headquarters in Riyadh to refine the telecommu$-$ nies are among the prime users of information nication dashboards so they functioned properly.

visualization tools?

"Even if someone were to show you what was in

$2.$ How did Saudi Telecom use information

the database, line by line, without visualizing it$,$ it visualization? would be difficult to know what was going on$,"$ said Waleed, who worked closely with Dundas con$-$

$3.$ What were their challenges, the proposed solu$-$

sultants. The success that STC experienced led to tion, and the obtained results?