The leading mobile communications provider in Turkey, Turkcell Íletişim Hizmetleri (Turkcell), wanted to maintain its reputation for business development through IT by improving analysis for its specialised management systems unit. The unit monitors how well engineers provide customer care—a key business benchmark for Turkcell in a highly competitive market. Microsoft recommended working with solutions provider Smartiks to support the existing reporting environment with Microsoft SQL Server 2008 Analysis Services. Turkcell now produces information-rich performance management reports on the customer care support unit in 20 per cent less time than was possible before. Having proved its value to Turkcell, the technology for multidimensional modelling of reports is likely to be reused for a data warehousing project in the future.Situation
Turkcell Íletişim Hizmetleri (Turkcell) is a provider of mobile services in Turkey. The company offers mobile voice and data services over its Global System for Mobile (GSM) communications network. By the last quarter of 2009, Turkcell provided services to subscribers in 208 countries through commercial running agreements with 639 operators. The company delivers wireless and value-added mobile communications to subscribers, who can choose between its prepaid and postpaid services. Turkcell has around 35.4 million subscribers and investments in several other states in the region.
||Since the deployment of SQL Server 2008 Analysis Services, the time for creating a complex report has decreased by around 20 per cent.
||Mert Şengüner, Specialist—Management Systems,
The IT support team faced a challenge in meeting demand for heavily customised reporting requests from engineers working in the field or from remote locations. Mert Şengüner, Specialist—Management Systems, Turkcell, says: “There were already more than 800 separate customised reports and the demand was increasing rapidly. We wanted to maintain these reports while supplying timely information to improve performance.”
In seeking an IT solution, Şengüner and his colleagues wanted to improve customer service by ensuring that requests for service were handled quickly and efficiently with modern IT tools. Increasing operational efficiency was also seen as the key to maintaining market and technology leadership in a highly competitive and de-regulated service industry.
Specifically, Turkcell wanted to measure how quickly engineers responded to network-related customer complaints. Its Network Operations division needed to evaluate the performance of network control centre teams by using automated reports in real time.
Murat Dikmen, Specialist, Network Control Centre, Turkcell, says: “The lack of a multidimensional modelling approach was an essential disadvantage. Without this the IT team was not in a position to create information-rich executive summary reports efficiently. As a result, a great deal of time was wasted that could have been spent on other work.”Solution
Microsoft Certified Partner Smartiks specialises in business intelligence solutions for the telecommunications sector. Working with Turkcell and Microsoft, the partner supplied the multidimensional reporting capacity required with Microsoft SQL Server 2008 Analysis Services. Using this tool set, and Microsoft SQL Server 2008 Enterprise data management software, developers can build enterprise-scale online analytical processing (OLAP) solutions.
Erkan Çiftçi, Business Intelligence Solution Architect, Smartiks, says: “The model gives employees access to analytical reporting. Integration with the Microsoft Office system and an open, embeddable architecture allows us to reach every user with familiar Microsoft tools and provides insights to users across the enterprise.”
Smartiks analysed and designed a system to support Merlin-a process flow-tracking service used at Turkcell—which stores detailed information about requests for service and activity transactions using the Microsoft OLAP environment. The proof of concept (POC) showed savings in time, as well as the ability to generate a more complex set of reports.
||The solution has contributed to greater IT productivity, and has had a positive effect on employee costs by freeing technicians and developers to work on more valuable projects.
Specialist, Network Control Centre, Turkcell
As a result of the POC, Turkcell also decided that SQL Server 2008 Analysis Services would be the most powerful tool for its separate data warehouse project—NODI. Dikmen says: “Before the raw data is given to users, it should be made available in cubes in a multidimensional way. In this process, SQL Server 2008 Analysis Services will be the best option for us for the data warehouse.”Benefits
Turkcell now has richer reporting with its new performance management toolset. The reporting cubes are easily manageable and save time and costs because they’re reusable for future reports. Dikmen says: “The solution has contributed to greater IT productivity, and has had a positive effect on employee costs by freeing technicians and developers to work on more valuable projects.”
- IT Team Generates Performance Reports in 20 Per Cent Less Time
Previously, a medium-sized report on performance took between three and four hours to run. Şengüner says: “Since the deployment of SQL Server 2008 Analysis Services, the time for creating a complex report has decreased by around 20 per cent. The disadvantages of the lack of a multidimensional approach are overcome by using SQL Server 2008 Analysis Services.”
- Executives Receive More Sophisticated Monitoring of Customer Service
Around 50 internal customers within Turkcell now receive the improved reporting service. “What they see on the screen hasn’t changed,” says Dikmen. “The transformation has been on the development side. Three IT developers now have time to work on other projects.”
- Business Intelligence Tools Support Future Development Projects
What began as a dedicated piece of work for a specialised department within Turkcell is likely to extend to future plans, including the data warehouse project. Şengüner says: “The most important gain from the POC with SQL Server 2008 Analysis Services is that it demonstrated the capabilities of the technology. It’s user friendly and easily extended to other work.”
Microsoft Server Product Portfolio
- Microsoft Helps Ensure Timely Completion of Business Intelligence Project
Turkcell operates in a highly competitive and deregulated market for telecommunications, where excellent customer service is a key differentiator. The long-term relationship between Turkcell and Microsoft ensured that the POC took place on time and within budget.
Dikmen adds: “Microsoft and its network of partners played a vital role in delivering the business intelligence project on time—without the expertise of Microsoft, the experience would have been much more difficult. Microsoft is reliable as a strategic business partner and, importantly, there is readily available support here in Turkey.”
For more information about the Microsoft server product portfolio, go to: www.microsoft.com/servers/default.mspx
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For more information about Smartiks products and services, call or visit the Web site at: www.smartiks.com.tr This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
For more information about Turkcell products and services, call or visit the Web site at: www.turkcell.com.tr