Openreach claims that the deployment of a data analytics tool has halved the time it takes to connect up fibre broadband customers.
The Qlik Sense 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 the tool's provider, Qlik, in 2017 on a pilot to improve the performance of its Fibre and Network Delivery (FND) team - which is responsible for the roll out 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.
Kevin Murphy, MD Fibre and Network Delivery, Openreach, said: “We set out to transform the service we offer to our business customers 18 months ago and the latest analytics solutions have given our people the ability to make their own decisions on how best to complete orders and tackle problems in their local area.
"Working with Qlik has significantly improved both operational efficiency and customer service and encouraged our teams to embrace data analytics.”