Multimedios Redes is a leading telecommunications company in Mexico, serving over 500,000 regional subscribers.
Before Tableau, analysts stored data in individual Excel documents, making insight into gigabytes of data time-consuming and difficult. Business leaders were dependent on analysts for any access to data. If an analyst was out for a day, questions would go unanswered.
Today, with a combination of Tableau Desktop and Tableau Server, Multimedios Redes has:
- Put data into business users’ hands
- Identified a “quick win” for saving time and money while improving customer service
- Improved understanding of key business indicators
In video 1, Carlos Rodriguez, Head of Monitoring and Business Offers, talks about how visualizing technician movements let his team identify opportunities for savings.
In video 2, Edgar Schwartz, Head of Information, describes how the company has changed its approach to data with Tableau.
Tableau: What return has Tableau given Multimedios Redes?
Edgar Schwartz, Head of Information: The return that Tableau has given us is definitely that of meeting our needs for the visualization of indicators, something which was previously very limited.
Tableau: How does your company use Tableau?
Carlos Rodriguez, Head of Monitoring and Business Offers: You can take a few gigabytes of data, which used to take a long time to process, and with Tableau you can process it practically online and play around with the data and see it in graphs the way we want.
Tableau: Can you give an example of when you used Tableau to help solve a problem?
Edgar: Tableau has been very helpful in geographically referencing our customers.
We use nodes to provide our service and those nodes, we have even made the connection between climate temperature, or room temperature. And this has led us to, for example, a node might fail on a very hot day. And this means calls from angry customers because the node has failed and their internet is slow, their phone isn't working, or the image is blurry.
Tableau: How do you track that in Tableau?
Edgar: Thanks to Tableau, we have been able to reference those points and cross-reference data, for example, combine the geo-referencing of node with the failure with the calls.
Then we combine all of this data and we obtain the support or the indicator data we require to make decisions.
Tableau: Have you had any surprising moments in Tableau?
Carlos: We looked at the maps, for example, the movements of our technicians, our fleet of technicians, where they were being called out to our customers.
When we saw a map of their movements, how they were moving around, for example: from downtown to the west side and then on to another part of the city, we realized: "There's a window of opportunity here, we're making a mistake." We hadn't noticed it before by just looking at the numbers. When we saw it plotted on a map, it came to our attention and we began to deal with it.
Tableau: Did you get a positive reaction?
Carlos: As the technicians have increased their productivity, they are making more commission. So, everyone's happy.
Tableau: How has this impacted the company?
Edgar: All of this means we have saved fuel and time, we have prevented failures, we have reduced the cost of call-centers.
Tableau: How does Tableau fit into Multimedios Redes’ future?
Carlos: Now, for the future, I think that discovering Tableau has changed my perspective and I think we are going to strengthen our knowledge of this tool and keep using it, we are going to become more specialized and continue to grow with Tableau.
If Tableau grows, we grow and the company grows.