“If we only calculate the immediate direct savings, Incorta has helped Solutions by STC save over USD $2.6M per year. If we factor in the effect on revenue growth, upselling, operational cost-optimization, and other elements, the total expected ROI is even higher.”
Using Incorta, Solutions by STC benefited from
Accurate insights at agents’ fingertips
Incorta brings together data from multiple disparate systems to deliver the most up-to-date and reliable business perspective quickly.
Drastically faster resolution time
Agents can identify the source of client-side node problems in seconds instead of hours, slashing wait times and ticket-to-resolution cycles.
Immediate operational savings
By accelerating processes, from identifying the root cause of problems to generating customer reports, Incorta helped SOLUTIONS BY STC save millions of dollars annually.
Siloed data and systems lead to poor visibility and performance
SOLUTIONS BY STC was using multiple data sources to monitor information about client-side network nodes, with each source containing millions of records. Whenever a client called with a problem in their network, agents had to investigate five systems separately to find the source. This process could take hours—and that’s before they could begin resolving the issue or revert to the customer with final solutions and actions. As a result, agents were often overrunning KPIs for response and resolution time. In addition, SOLUTIONS BY STC was using the Microsoft SQL Server Reporting Services (SSRS) tool to develop weekly and monthly reports about each client’s nodes and network status.
A platform that accelerates resolution and delivers insights.
SOLUTIONS BY STC chose Incorta because it is the only tool that can read directly from different sources without data modelling and ETL to deliver near real-time analytics. Implementing Incorta allowed SOLUTIONS BY STC to give call centre agents a single pane, 360-degree view into all systems in sub-seconds. This drastically reduced resolution time for client-side issues as well as customer churn, while improving key KPIs such as customer satisfaction. The deployment took less than two weeks, with migration from old reports to new ones completed within two months.
The company now plans to roll Incorta out for the rest of its functions, including its Oracle ERP and Salesforce CRM systems. With Incorta as its sole data warehouse, SOLUTIONS BY STC expects to improve average revenue per user (ARPU) by gaining better understanding of customers across different products and services, and growing revenue through insight-driven upsells and targeted marketing campaigns. The company also expects to increase customer retention rates by providing a better experience based on individual customer understanding.
300% reduction in trouble-shooting time due to accelerated agent access to data across all systems with a 360-degree, single-pane view.
2X faster reporting thanks to the rapid loading of data from multiple sources into a single view.
From 20 minutes to 5 for live dashboard refresh, ensuring more accurate, near real-time data to power better customer support.
Direct positive ROI.
$600k annual savings through immediate reduction of professional services costs.
$2MM annual savings expected upon completion of phase two rollout based on better resource utilization.
Increased revenue and market share resulting from upsells, ARPU gains, improved SLAs, cost optimization, and enhanced customer experiences.
Empowering BI users.
100 business users now rely on Incorta for analytics and insights to drive innovation with speed, resilience, and reliability.
300 dashboards and reports generated in the first phase, with that number expected to increase dramatically once they extend Incorta to sales and ERP.
Millions in additional savings as a result of accelerated time to market—deployment took less than two weeks, compared to an estimated one year with the competition.