Mission Statement

There were three parts to the project:

1. The initial modelling of the current and projected costs when simplifying the large number of current plans into the new plans

2. The breakdown of the data to provide the driver for the templated comms

3. A lookup tool for the call centre

Tools Used

• Alteryx Designer

• Power BI

Detailed Solution

PART 1

Customer offer data was combined with billing data using Alteryx to create a base dataset with which to work.  This data was enhanced by importing and integrating multiple different lookups for such things as the new monthly tariff costs, add-on costs and usage costs. 

Initially, everything was calculated using the new charges and new usage costs based on the average usage from the last 5 months billing data.  We also varied the discount levels for having all 3 services (Mobile, Broadband & Landline) to work out the optimum levels acceptable to the client and the business. 

From these initial runs, decisions were made and clients were mapped on a combination of usage and group mappings.  The outputs used to drive the decisions were spreadsheets at an Account Summary level detailing current and new costs, and at a detailed level incorporating the same details, including usage breakdown by the individual services provided.  This was replicated over two islands with different tariffs and plans. 

Throughout the iterations of the process, more and more edge cases were discovered and accounted for to produce a coherent final analysis.  This data was able to be refreshed as new billing data became available.

PART 2

We took the information produced by Part 1, added more lookups (address data, email, etc) and performed analysis to create comms output batches based on billing date and template matching criteria. 

The outputs contained information that included whether they had email addresses, if the client was better or worse off and what the differences were.

PART 3

The final part took the comms data, re-enriching it with client data using Alteryx and then published it to a simple Power BI Dashboard with search capability on Account Number to quickly find the client details with them on the line.

Conclusion

Continuum, and in particular David Johnson, successfully delivered a streamlined approach for transitioning clients onto new service plans by utilising Alteryx Designer and Power BI. The project encompassed three key areas: modelling current and projected costs, creating data-driven templates for client communications, and developing a lookup tool for call centre efficiency.