Sa **telecommunications**, ang **business analytics** ay

ginagamit para malaman ng mga kumpanya tulad ng PLDT

kung saan maraming gumagamit ng internet o kung saan
may problema sa signal. Sa tulong ng datos, mas napapabuti
nila ang serbisyo, tulad ng pag-aayos ng signal o pagdagdag
ng mas mabilis na internet sa mga lugar na
nangangailangan.

Ang business analytics sa telecommunications ay paraan ng paggamit ng datos para tulungan

ang mga kumpanya tulad ng PLDT na mapabuti ang kanilang serbisyo.

Halimbawa, gamit ang business analytics, nalalaman nila:

1. Kung masaya ba ang mga customer sa kanilang serbisyo.

2. Sino sa mga customer ang posibleng lumipat sa ibang provider at paano ito maiiwasan.
3. Saan kailangan i-ayos o palakasin ang kanilang signal.
4. Anong bagong serbisyo ang hinahanap ng mga customer.
5. Paano mag-promote ng tama para makuha ang mga bagong subscribers.

Ang **business analytics** ay mahalaga para sa PLDT sa

mga sumusunod na aspeto:

1. **Customer Satisfaction Measurement**: Gamit ang

business analytics, sinusuri ng PLDT ang feedback at
customer complaints para malaman kung saan maaaring
mag-improve ang kanilang serbisyo. Halimbawa, kung
maraming reklamo sa mabagal na internet sa isang lugar,
agad nilang inaaksyunan upang mapataas ang kasiyahan ng
mga customer.

2. **Churn Prediction**: Tinutulungan ng business analytics

ang PLDT na mahulaan kung sino sa kanilang mga customer
ang posibleng maglipat sa ibang service provider. Sa
pamamagitan nito, maari silang mag-offer ng loyalty
rewards o discounts upang mapigilan ang pag-alis ng mga
customer.
3. **Network Optimization**: Ginagamit ng PLDT ang datos
para malaman kung saan kailangan palakasin ang kanilang
network o i-upgrade ang kanilang mga cell towers. Sa
ganitong paraan, mas naipapabuti ang internet speed at
signal coverage, na mahalaga sa pagbibigay ng de-kalidad
na serbisyo sa mga gumagamit ng kanilang internet at
mobile services.

4. **Product Development**: Sa tulong ng business

analytics, natutukoy ng PLDT kung anong produkto o
serbisyo ang hinihingi ng kanilang mga customer.
Halimbawa, puwede nilang malaman na mas maraming tao
ang interesado sa bundled internet at TV services, kaya
nagde-develop sila ng mga produkto tulad ng PLDT Home
Fibr na may kasamang entertainment services.

5. **Effective Marketing Campaigns**: Ginagamit ng PLDT

ang business analytics para mas target ang kanilang mga
promosyon. Halimbawa, kung sino ang madalas gumamit ng
mobile data, puwedeng magpadala ng offer na mas malaking
data plan. Dahil dito, mas epektibo ang kanilang marketing
efforts at mas maraming customers ang naaabot.

6. **Attracting New Subscribers**: Sa pamamagitan ng

business analytics, nalalaman ng PLDT kung ano ang
hinahanap ng mga bagong potential customers. Kung
halimbawa, mas gusto ng mga tao ang unlimited data plans,
puwedeng i-focus ng PLDT ang kanilang mga promosyon at
services sa mga lugar na iyon upang makaakit ng mas
maraming subscribers.
 Sa kabuuan, ang **business analytics** ay isang mahalagang
tool para sa PLDT upang mapanatiling masaya ang kanilang
mga customer, maiwasan ang paglipat sa ibang provider,
ma-optimize ang kanilang network, at makapagbigay ng
mga serbisyong tumutugon sa pangangailangan ng
merkado.

Company Introduction: PLDT

Brief History and Background
PLDT, Inc., formerly known as the Philippine Long Distance Telephone
Company, was established on November 28, 1928. It is the oldest and
largest telecommunications company in the Philippines 1.
Importance in the Telecommunications Industry
PLDT is a major player in the telecommunications industry in the Philippines,
providing essential services that connect millions of Filipinos. It has a
significant market share and is known for its extensive fiber optic network 2.
Major Services Offered

 Mobile Services: Through its subsidiary, Smart Communications, PLDT

offers mobile telephony services.
 Broadband: High-speed internet services for residential and business
customers.

Case Study: Business Analytics in PLDT

Background
PLDT, the largest telecommunications company in the Philippines, has been
leveraging business analytics to enhance its operations and customer
service. One notable application is in the area of customer retention.
Problem
PLDT faced a high customer churn rate, which was impacting its revenue and
market position. The company needed to identify the factors contributing to
customer churn and develop strategies to retain its customers.
Solution
 PLDT implemented a predictive analytics model to analyze customer data
and identify those at risk of leaving. The model used various data points,
including usage patterns, customer complaints, and payment history, to
predict churn.
Implementation

1. Data Collection: PLDT gathered data from multiple sources, including

customer interactions, billing systems, and network usage.
2. Data Analysis: Using advanced analytics tools, the data was analyzed to
identify patterns and trends associated with customer churn.
3. Predictive Modeling: A predictive model was developed to score
customers based on their likelihood to churn.
4. Targeted Interventions: Based on the model’s predictions, PLDT
implemented targeted retention strategies, such as personalized offers and
proactive customer support.

Results

 Reduced Churn Rate: The predictive analytics model helped reduce the
churn rate by 15%.
 Improved Customer Satisfaction: Targeted interventions led to higher
customer satisfaction and loyalty.
 Increased Revenue: By retaining more customers, PLDT saw an increase in
revenue.

Conclusion
This case study demonstrates how business analytics can be effectively
applied to address critical business challenges in the telecommunications
industry. By leveraging data and predictive analytics, PLDT was able to
improve customer retention, enhance customer satisfaction, and boost
revenue.
[Link]

1.  Smart Decisions: If PLDT analyzes data and sees that many customers are asking for
faster internet plans, they can quickly create and promote new packages to meet that
demand.
2.  Better Operations: Suppose PLDT finds through analytics that a certain area has a lot
of complaints about slow internet. They can send technicians to upgrade the equipment
there, leading to improved service.
3. Future Planning: If PLDT notices that customer data shows increased internet usage during
weekends, they can plan to boost their network capacity specifically on Saturdays and Sundays.
This means they might add more servers or allocate more resources to ensure that customers
have a smooth and fast internet experience when they are most active.
4.  Improved Customer Support: If PLDT finds that many customers are frequently
asking about how to set up their Wi-Fi, they can create a series of helpful video tutorials
 that guide users through the setup process. They can share these videos on their website
and social media, making it easier for customers to find the help they need without
contacting support.
5.  Saving Money: If analytics reveal that a specific promotion for a mobile plan is not
attracting new customers, PLDT can discontinue that offer and instead focus on a
different promotion that highlights popular features, like unlimited data. This way, they
can spend their budget on strategies that are proven to work better and attract more
customers.

In business analytics, PLDT uses different types of data to help them make better decisions.
Here are some common ones:

1. **Customer Data**: This includes information about customers like their age, location,
and the services they use. It helps PLDT understand who their customers are and what they
need.

2. **Usage Data**: This shows how customers are using PLDT’s services. For example, it
tracks internet speeds, data usage, and call durations. This helps PLDT identify patterns and
peak usage times.

3. **Sales Data**: This data shows how much PLDT is selling and which services are the
most popular. It helps them see what products customers like and where they can improve.

4. **Customer Feedback**: This includes reviews, surveys, and complaints from customers.
PLDT uses this feedback to understand customer satisfaction and make improvements.

5. **Market Trends**: PLDT looks at broader market data, like competitors’ offerings and
industry trends. This helps them stay competitive and adapt to changes in the market.

By analyzing these types of data, PLDT can make informed decisions, improve services, and
better serve their customers!

Sure! Here are additional examples of the types of data PLDT uses:
 1. Customer Data: PLDT might collect data on how long customers have been with them.
For example, they could see that younger customers prefer mobile services over
landlines, which can guide their marketing strategies.
2. Usage Data: PLDT could analyze peak internet usage times in different neighborhoods.
If they find that certain areas have a lot of users streaming videos during the evening,
they can ensure that those areas have enough bandwidth to handle the demand.
3. Sales Data: If PLDT notices that their fiber internet plans are selling much better than
their DSL plans, they might decide to promote fiber more heavily or even phase out the
DSL service.
4. Customer Feedback: If a survey reveals that many customers are frustrated with long
wait times for customer support, PLDT might invest in training more support staff or
enhancing their online help resources.
5. Market Trends: By tracking what new technologies competitors are adopting, like 5G,
PLDT can plan their own upgrades and innovations to keep up with the industry and meet
customer expectations.

 Data Validation: Halimbawa, kapag nag-iipon ng customer information, ang PLDT ay

maaaring gumamit ng drop-down menus para sa mga estado o lungsod. Sa ganitong paraan, mas
madaling maiwasan ang maling spelling at masiguradong tama ang data.

 Regular Audits: Isipin natin na bawat taon, nagsasagawa ang PLDT ng pagsusuri sa kanilang
customer database. Sa prosesong ito, tinitingnan nila ang mga lumang account at ina-update ang
impormasyon ng mga hindi na aktibong customer.

 Standardized Data Entry: Kung ang PLDT ay gumagamit ng mga online forms para sa mga
bagong subscribers, puwede nilang gawing mandatory ang mga field tulad ng email address at
contact number. Kapag may mali, hindi sila makakapagpatuloy hangga’t hindi ito naitama.
 Training Employees: Ang PLDT ay maaaring magsagawa ng training sessions para sa mga
empleyado na nagha-handle ng customer data. Sa training na ito, ituturo nila ang tamang paraan
ng pag-input ng data at kung paano i-verify ang impormasyon.

 Using Technology: Halimbawa, maaaring gumamit ang PLDT ng software na kayang

awtomatikong maghanap ng mga duplicate entries. Kung mayroong dalawang account na may
parehong pangalan at address, ma-aalerto ang mga empleyado na kailangan nilang suriin ito at
magdesisyon kung alin ang dapat panatilihin.

Ang data validation ay isang proseso kung saan sinusuri ang data upang matiyak na ito ay tama,
kumpleto, at angkop para sa paggamit. Sa madaling salita, ito ay paraan para maiwasan ang mga
pagkakamali bago pa man gamitin ang data sa analytics.

Paano ito gumagana: (DATA VALIDATION)

1. Pag-set ng Rules: Gumagawa ng mga patakaran o rules para sa tamang data entry.
Halimbawa, kung kailangan ng email address, puwedeng i-set ang rule na dapat ito ay
may "@" at ".com" sa dulo.
2. Error Alerts: Kapag may nag-input ng maling data, gaya ng maling format ng phone
number, ang sistema ay maaaring magbigay ng alerto o mensahe na nagsasabing may
pagkakamali at kailangang itama ito.
3. Required Fields: Sa mga online forms, puwedeng gawing mandatory ang ilang fields.
Halimbawa, hindi puwedeng i-submit ang form kung walang nailagay na pangalan o
contact number.

CS_Puregold-Price-Club_Assure-iTERA-HA_200626_E_final.pdf ([Link])