THE CUSTOMER

Omani Qatari Telecommunications Company SAOG (“Ooredoo”) was founded and registered in the Sultanate of Oman in December 2004. They launched their services in March 2005 as the challenger mobile operator in Oman, operating originally under the name Nawras and, from March 2014, as Ooredoo. Ooredoo was awarded the second fixed license in Oman in 2009, and launched its international gateway in April 2010, its corporate fixed and broadband services in May 2010, and its residential fixed and broadband services in June 2010. Following a successful IPO in November 2010, Ooredoo was listed on the Muscat Stock Market (MSM) under the “ORED” ticker. The company is majority owned by the Ooredoo Group and has a number of significant Omani shareholders which ensures that the company is strongly integrated into the Omani society. As an integrated services communications operator, the company currently serves around 3 million customers across the Sultanate. Ooredoo has won a number of awards including Best Telecommunications Company at the Arab Achievement Awards 2016, International Finance Magazine’s Most Customer Friendly Telecommunications Provider 2017, Best Digital Experience at the Customer Experience Management in Telecoms awards 2017, Best Network Operator at the Telecoms World Middle East Awards 2018 and a Gold Stevie Award for Women in Business CSR for their women’s incubator programme.

Ooredoo had 2000+ daily events captured through mobile and web interaction of their customers. Their data was continuously expanding radically without much usage. The challenge was also to find out which technology works best for them without the introduction of new risks and problems. Data was increasing every single day which means that Ooredoo had to tackle limitless amount of data on a regular basis. The scale and variety of data that is available can overwhelm any data practitioner and that is why it was important to make data accessibility simple and convenient for brand managers and owners.

KalSoft proposed a data warehousing technique to convert this data to aggregated information through cubes. Microsoft SSRS services were also used to transform the data within these cubes to valuable information that can be shared with business users to understand the behavior of user interaction. The dynamic data captured through the event absorber on the site can help visualize very old data, like 2 years, though Power Pivot. The dashboards were based on HOLAP technology using SSAS and having multi-dimensional cubes, that provided valuable insights within seconds. The immense flow of data that needs to be managed, integrated, cleaned and make it subject oriented was resolved through data warehouse. Through data warehouse the analytical data gets compiled using SSAS and the dashboard used to fetch data from the SSAS Analytical Cubes.