360° customer view, Insights Delivered & Revenue Secured
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Our team partnered with a leading Australian telecom provider to streamline its information architecture, reduce soaring project costs, and deliver a unified 360° customer view that unlocked new revenue opportunities. The program addressed long-standing challenges in agility, scalability, and governance, helping the business pivot from reactive reporting to proactive, insight-driven decision making.
By establishing a robust architecture transformation roadmap and embedding governance into major capability development processes, the initiative not only accelerated project delivery but also rebuilt trust between IT and business stakeholders. This laid the foundation for continuous value delivery through scalable data, analytics, and customer-centric solutions.
Delivered a Telecom 360° Customer View—accelerating insights, reducing costs by $2–3M per iteration, and securing new revenue opportunities.
The Challenge
The telecom provider faced rising costs, siloed systems, and limited agility in meeting customer demands. Previous transformation attempts had stalled, with project iterations stretching over a year, resulting in wasted resources, poor scalability, and frustrated stakeholders.
Business Challenges:
- Soaring Costs & Delays: Project iterations exceeding 12 months with limited business value delivered.
- Customer Frustration: Lack of a 360° customer view hindered ability to deliver personalised experiences and secure revenue.
- Fragmented Operations: Disconnected processes across business units slowed decision-making and reduced agility.
- Low Confidence in EA: Business executives viewed EA as theoretical, slow, and disconnected from transformation goals.
IT Challenges:
- Siloed Data Landscape: Multiple BI tools, inconsistent data models, and complex reporting layers.
- Scalability Issues: Existing IM and reporting platforms could not support high-volume customer and network data.
- Inefficient Development: Rework, model overwrites, and poor configuration management slowed delivery cycles.
- Governance Gaps: Limited standards, principles, and checkpoints led to inconsistencies and compliance risks.
Our Approach
- Strategy & Alignment
- Conducted readiness and maturity assessments to identify people, process, and technology gaps.
- Defined architecture transformation roadmap using capability-based planning, earning strong business buy-in.
- Operating Model Design
- Established EA principles, standards, and guidelines.
- Implemented architecture governance and compliance checkpoints to embed accountability.
- Technology Enablement
- Developed baseline, transition, and target information architectures.
- Built EDW, BI, and ETL solution architectures leveraging Teradata and best practices.
- Defined and implemented Semantic Architecture (Business Access Layer) to enable multiple BI tools with performance optimisation.
- Introduced Enterprise Data Model Management (EDMM) to streamline multi-user model access, improving productivity and collaboration.
- Governance & Execution
- Developed transition architectures to deliver incremental value and shorten delivery cycles.
- Designed a Data Modelling Methodology for consistent adoption of Teradata’s cLDM across business functions.
- Operationalised governance forums ensuring alignment with business priorities and compliance.
Outcomes
The engagement delivered measurable business and technology benefits, significantly reducing costs while accelerating time-to-value and enabling data-driven customer insights.\
- Cost Savings: Reduced project iteration costs by $2–3M through rationalised architectures.
- Speed to Value: Cut delivery cycles from 12+ months to under 3 months for IM & reporting.
- Business Agility: Capability increments delivered continuous business value while moving towards the target state.
- Customer 360° View: Unified data enabled accurate insights, improved customer experiences, and unlocked new revenue.
- Maturity Uplift: Strong governance and enterprise-wide data modelling practices restored confidence in EA and IT delivery.
Program Artefacts
Program Technology Stack
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Before, we were marketing in the dark. Now, we know who our customers are, what they want, and how to speak to them. The 360° view has not only increased our revenue but also strengthened our customer relationships.
Sarah Langston, VP of Marketing, NovaRetail Inc.
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