Unlocking the Power of Big Data

The growing availability of data has created many opportunities for connectivity providers to improve their services and expand their businesses. However, it has also brought several significant challenges. Providers need to manage and integrate large amounts of big data from various sources while ensuring high quality and meeting strict compliance requirements. Riaan Smit, the director of business intelligence at plan.com, is well aware of these issues.

Network and service providers must build scalable, high-performance infrastructure to handle increasing data volumes,” Smit explained. “This often involves integrating new technologies with old systems and moving to the cloud.

Service providers, especially Mobile Virtual Network Operators (MVNOs), must balance cost efficiency with delivering high-quality, reliable services to offer customers the personalized and seamless connectivity they expect.

According to Smit, the widespread adoption of 5G has driven this big data revolution in the industry. With 5G’s faster speeds and low latency, data usage per customer has significantly increased. This surge in data use has led to multiple opportunities where big data technologies can enhance customer experience and retention. As a result, service providers are increasingly using predictive analytics to gain insights into customer behavior, prevent fraud, and develop better pricing strategies.

At plan.com, we are focusing on transforming our operations with advanced analytics to maximize value for our customers,” Smit said. “We aim to treat each customer as a unique segment and provide personalized services that meet their specific needs.

Advanced analytics can improve all parts of the customer experience, from onboarding to renewal. It’s essential for service providers to identify which areas of their business will benefit most from data-driven insights and to have a clear plan for implementing solutions.

At plan.com, we initially focused on customer service as a priority for our advanced analytics roadmap,” Smit said. “Over about six months, we redesigned and enhanced our customer service processes with AI and big data solutions, leading to significant improvements in service performance.

Using advanced data analytics helps companies leverage their data to boost productivity, efficiency, and customer retention, and manage their workforce more effectively.

Smit explained that predictive modeling and segmentation allow service providers to classify customers based on their behavior. This deeper understanding helps in reducing churn, identifying upsell opportunities, and tailoring communication strategies.

Robotic Process Automation (RPA) has been effective in reducing costs and improving efficiency by automating repetitive tasks,” Smit noted. “AI-powered virtual assistants, for example, have improved operational efficiency, reduced response times, and lowered costs. They also enhance customer satisfaction and loyalty through personalized interactions.

However, managing large amounts of data can be overwhelming, and companies must ensure they focus on the right information. Smit emphasized the need for a robust data governance framework to ensure data is well-organized and used effectively for real-time decision-making.

One challenge is dealing with poorly structured legacy data, which can lead to inconsistent reporting and disrupt productivity,” Smit said. “Regular data cleansing and validation are crucial to maintaining quality.

Reliable data sources, combined with advancements in computation and storage, enable feature extraction from large data sets. Feature engineering involves extracting and combining data to provide actionable insights.

This process helps service providers focus on the most valuable insights from their data, allowing them to manage data more effectively and make informed decisions,” Smit explained.

Looking ahead, Smit believes AI will play an increasingly important role in enhancing operations and customer experiences, leading to cost savings, revenue growth, and better customer retention.

AI-powered chatbots and virtual assistants can handle customer inquiries around the clock, improving satisfaction and reducing operational expenses,” Smit said. “Personalized AI interactions also boost customer loyalty by tailoring services to individual preferences.

AI-driven process automation, such as RPA, will improve operational efficiency and increase productivity. Predictive modeling helps analyze customer behavior, predict churn, and enable targeted marketing and proactive retention strategies. AI can also optimize revenue through dynamic pricing and personalized upselling, differentiating service providers from their competitors.

Plan.com has been proactive in using AI and advanced analytics throughout its customer lifecycle and business processes. In the past year, the company has introduced models to manage customer churn and profitability.

AI chatbots are now a key part of our customer service, significantly improving efficiency and saving costs,” Smit said. “We are also exploring more uses for RPA to reduce manual processes and allow staff to focus on more impactful tasks.