Mobile operators, telcos and service providers could soon stem the tide of subscriber defections thanks to a new cloud based predictive analytics service from Hitachi Data Systems (HDS). By forecasting customer behaviour, HDS aims to improve subscriber satisfaction and reduce churn for its clients.
The new offering, announced at the 2016 Mobile World Congress (MWC) in Barcelona, will run as the Hitachi Unified Compute Platform (UCP) 6000 for Predictive Analytics system. It uses the latest analytics software to find the patterns characteristic of unhappy customers and predict customer attrition. The system uses predictive scoring – based on events such as constant use of the help desk and failures of the network – in order to give support staff the information needed for real-time decision making. Once identified, the churn-prone subscribers can be targeted with compensatory offers before they defect.
The Hitachi UCP 6000 for Predictive Analytics is built on SAP’s HANA converged infrastructure which can conduct in-memory data interrogations of big data. HDS claims its UCP 6000 for SAP HANA can simplify the deployment of SAP solutions for telcos, which in turn will help them minimise the IT infrastructure disruption and maximise application performance.
As part of the solution, SAP HANA and SAP Predictive Analytics will allow users to run predictive models on massive amounts of data from external data points. However, as a consequence of the crunching of data in flash memory, the clients will get their insights in seconds and can nip customer uprisings in the bud. SAP’s Predictive Analytics software will automatically handle the wide dataset and make predictive modelling more effective, according to HDS.
HDS described the churn-busting service as an ‘immense opportunity’ to translate data into tangible business outcomes.