Qlik, a specialist in data analytics has partnered with Openreach, the UK’s digital network business, to transform customer service by using a data analytics tool – Qlik Sense – that has helped halve the time it takes to connect up fibre broadband customers.
The solution works by collating data from Openreach’s multiple systems and presenting it in a user-friendly format, giving managers a clearer view of the nature of the customer orders they are working on, including how long each job has been waiting for completion and enabling them to react more quickly when deciding a course of action.
Openreach began working with Qlik in 2017 with a pilot to improve performance in its Fibre and Network Delivery (FND) team – which is responsible for the rollout of fibre across the UK, with a focus on Ethernet customers made up of businesses and key services providers such as schools, hospitals, and mobile cell sites.
The Qlik platform has now been officially adopted and used by 1,000 field based managers across the FND team. Openreach plans to roll out Qlik more widely later this year to include its service delivery arm and ultimately to make it available to its field engineers.