FINAL PROJECT

DATA – DRIVEN ORGANIZATION AND BUSINESS INTELLIGENCE

Professor: Guillermo Rodriguez Abitia
Grupo D:
❏ Maria Fernanda Desposorio
❏ Hugo Contreras
❏ Sergio Flores
❏ Renato Parra
WIN

UNLOCKING THE POWER OF

DATA-DRIVEN
CONNECTIVITY
WIN, a leading internet and telecommunications provider, has
become a trailblazer in the Peruvian market. Leveraging data,
the company delivers tailored solutions to meet clients'
evolving needs.

By creating a robust customer database and optimizing billing

and post-sales support, WIN has positioned itself at the
industry's forefront, paving the way for new opportunities and
exceptional customer experiences.
WHAT THEY

OFFER?
HIGH-SPEED INTERNET
WIN offers reliable, high-speed internet services using cutting-edge
fiber-optic technology, ensuring uninterrupted connectivity for
accessing online resources, streaming platforms, and cloud-based
applications, enhancing productivity and entertainment experiences for
its customers.

ADVANCED TELEPHONY

In addition to internet services, WIN provides comprehensive telephony

solutions, including fixed-line and VoIP services. With features such as
call forwarding, voicemail, and conference calling, these services
enable efficient communication management, helping clients stay
connected with partners and customers.

RESPONSIVE SUPPORT

Recognizing the importance of customer satisfaction, WIN has invested

in a highly trained and responsive customer support team. This team
promptly addresses issues and inquiries, ensuring clients receive the
necessary assistance to optimize their service experience.
ENHANCING THE

POST-SALES
EXPERIENCE
Each client at WIN benefits from a dedicated account manager,
DEDICATED ensuring personalized and attentive post-sales support. These
ACCOUNT managers serve as the primary point of contact, maintaining
MANAGEMENT open communication and addressing any client concerns or
requests promptly.

WIN adopts a proactive maintenance approach to minimize

service interruptions and maintain seamless operation of its
PROACTIVE
internet and telephony solutions. Through regular system
MAINTENANCE performance monitoring and preventive measures, potential
issues are identified and resolved before impacting clients.

WIN values customer feedback and actively seeks input through

CUSTOMER surveys, focus groups, and open communication channels. This
FEEDBACK feedback is used to continuously enhance services and meet the
evolving needs of its clientele.
THE BUSINESS
PROBLEM
WIN has set a strategic goal to achieve 40%
of its post-sales service requests through
its social media channels (Facebook,
Instagram, and WhatsApp)
To reach this goal, WIN needs to better
understand the profile of its active
customers, who have used these channels
for post-sales interactions. This knowledge
will help WIN develop more effective and
personalized strategies to promote the use
of these channels and improve customer
experience.
DATA-DRIVEN ORGANIZATIONS AND BUSINESS INTELLIGENCE
ABOUT THE
DATABASE
CUSTOMER Contains the contact information of the Internet
Home Service account holder. This data is
historical and organized by service_id.
SERVICE Contains the data of the contracted service since
its activation. This data is historical and organized
by service_id.
INVOICE Contains the data of the last issued receipt,
corresponding to June 2024. This data is
organized by service_id.
REQUEST Contains the data of post-sales requests
submitted in June 2024, regardless of the
originating channel. This data is organized by
request_id.
OUR

ERD BUSINESS
RULES
A customer can have a maximum of 2
services.

Services must have only one address

associated with the customer.

Each service issues a single receipt per

month.
A customer can only have one unpaid invoice
at a time; debts are not cumulative month-to-
month.

A customer can have multiple after-sales

service requests.

DATA-DRIVEN ORGANIZATIONS AND BUSINESS INTELLIGENCE

OUR RELATIONAL

SCHEMA MYSQL
CREATE DATABASE WIN_DB;
USE WIN_DB;

CREATE TABLE AFTER_SALES_REQUEST

(
request_id INT NOT NULL,
date_request INT NOT NULL,
channel_request INT NOT NULL,
category_request INT NOT NULL,
id_service INT NOT NULL,
PRIMARY KEY (request_id)
);

CREATE TABLE CUSTOMER

(
id_customer INT NOT NULL,
days_antiquity_customer INT NOT NULL,
phone_customer INT NOT NULL,
email_customer INT NOT NULL,
name_customer INT NOT NULL,
id_service INT NOT NULL,
request_id INT NOT NULL,
PRIMARY KEY (id_customer),
FOREIGN KEY (request_id) REFERENCES
AFTER_SALES_REQUEST(request_id),
UNIQUE (id_service)
);

CREATE TABLE SERVICE

(
id_service INT NOT NULL,
status_service INT NOT NULL,
substatus_service INT NOT NULL,
plan_service INT NOT NULL,
activation_date_service INT NOT NULL,
price_service INT NOT NULL,
address_service INT NOT NULL,
province_service INT NOT NULL,
department_service INT NOT NULL,
district_service INT NOT NULL,
desactivation_date_service INT NOT NULL,
id_customer INT NOT NULL,
PRIMARY KEY (id_service),
FOREIGN KEY (id_customer) REFERENCES CUSTOMER(id_customer)
);

CREATE TABLE INVOICE

(
id_june_invoice INT NOT NULL,
date_invoice INT NOT NULL,
status_invoce INT NOT NULL,
amount_due_invoce INT NOT NULL,
payment_date_invoice INT NOT NULL,
id_service INT NOT NULL,
id_service INT NOT NULL,
PRIMARY KEY (id_june_invoice),
FOREIGN KEY (id_service) REFERENCES SERVICE(id_service),
UNIQUE (id_service)
);

DATA-DRIVEN ORGANIZATIONS AND BUSINESS INTELLIGENCE

OUR STAR

SCHEMA

DATA-DRIVEN ORGANIZATIONS AND BUSINESS INTELLIGENCE

OUR

ETL
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5 STEP 6
Join entities to obtain customers with Select the Sort customers based Filter for customers Filter for customers
Obtain the output
post-sales requests and issued receipts in necessary on the length of their with social media with an active
database
June columns service interactions status

DATA-DRIVEN ORGANIZATIONS AND BUSINESS INTELLIGENCE

 OUR

DASHBOARD

THIS DASHBOARD
CORRESPONDS:

● Most important customers are located

● Request pos-sale tickets
● Request per day
● Greater demand for request, behavior
● Payment behavior
HARNESSING DATA ANALYTICS
FOR COMPETITIVE ADVANTAGE
CUSTOMER
1 2
SEGMENTATION
WIN leverages advanced
data analytics to segment its
customer base, enabling the
company to develop targeted
marketing campaigns, tailor
its service offerings, and
enhance customer
experiences.
PREDICTIVE
MAINTENANCE
By analyzing data on network
performance, customer
usage patterns, and
equipment life cycles, WIN
anticipates potential issues
and proactively implements
preventive maintenance
measures, minimizing
service disruptions and
ensuring reliable
infrastructure operation.
MARKET TRENDS
3
IDENTIFICATION
WIN's data-driven approach
extends to monitoring
industry trends and evolving
customer preferences. This
enables the company to stay
ahead of the curve, adapt its
strategies, and invest in new
technologies to maintain a
competitive edge in the
rapidly changing
telecommunications
landscape.
CONCLUSIONS ABOUT

DATA MANAGEMENT
1. It is possible to identify demographic characteristics and behaviors of customers who
prefer social media channels for post-sales. We determine which of the social networks
(Facebook, Instagram, WhatsApp) is the most used for after-sales requests and we can
investigate the reasons behind these preferences.
2. With the information obtained, we can develop personalized marketing and
communication campaigns based on the customer's profile and channel preferences to
promote the use of social networks.
3. Collect feedback from customers about their experience with social media channels and
use this information to continually improve post-sales processes and services.

DATA-DRIVEN ORGANIZATIONS AND BUSINESS INTELLIGENCE