Steams implementation with oracle e-business suite and discoverer Bharti airtel Steams implementation with oracle e-business suite and discoverer

Company Profile- Bharti Airtel Ltd.  Headquartered in New Delhi, India Leading integrated telecommunications company with operations in 20 countries across Asia and Africa Ranks amongst the top 5 mobile service providers globally in terms of subscribers(>269 MN. customers at the end of March 2013) Business divisions-Mobile services, Telemedia Services, Enterprise service

IT at Bharti airtel IBM handles IT for Bharti Airtel CRM module of Oracle E-business suite Oracle Discoverer used for retrieving reports from CRM RAC(real app cluster) database-takes 8-9 hours to refresh Latest data received by business is always one day behind Difficult to complete the materialized view refresh within time during the end of the month

Requirements Reduce overhead on the production system Provide online reporting as needed Improve refresh time

Solution IBM engaged Oracle Advanced Consulting Services(ACS) Created a dedicated reporting database for Discoverer using Oracle Steams downstream

Oracle Streams Replication Replication is the process of sharing database objects and data at multiple databases. In a Streams replication environment, the database where a change originates is called the source database, and a database where a change is shared is called a destination database. Steams Information Flow:

Capture: A capture process or an application creates one or more logical change records (LCRs) and enqueues them into a queue Staging: Propagates the staged LCR to another queue, which usually resides in a database that is separate from the database where the LCR was captured Consumption:  Performs customized processing of the LCR and then applies the LCR to the shared database object.

Local vs. Downstream capture Capture and Propagation processes runs on Source DB(Production) Apply Process runs on the target DB (Reporting DB) Downstream: Both capture and apply processes occurs at target DB, propagation can be avoided Shifts majority of the overhead onto the reporting DB

Considerations Processes: Number of capture and apply processes has to be determined Around 75 tables were to be replicated 15 tables had transaction size of 5-10 GB Supplemental Logging: Needed to be carried out on Production DB

Considerations Monitoring: Allow time to monitor the new environment Tune the capture and apply processes as needed

Conclusion Reduced overhead on the production system Improved reporting responses

Customer relationship magic

Background Airtel grew in 23 circles Users who travels across different circles Problems in maintaining a central databse Different systems across circles Lack of service First call to the resolution of the query- not so pleasant experience for Customer

Solution Centralised and Integrated solution were the two main pillars Person from Manipur, holidaying in Kashmir should be able to make the payment Create a system that keep records of Customer’s portfolio, profile, payment history etc.

Solution : The CRM Operational Everyday customer transactions Sums them up efficiently Analytics Data warehouse Customer information Used for cross sell

Solution : The CRM BI applied to the data When customer contacts multiple touch points, he was given a up-sell or cross-sell bid TRAI regulations and Airtel’s privacy policy Now more focused and accurate I sent a message cost 1 rupees , I got a response that for Rs 7 you can get 65 message in balance deduction message

Solution : The CRM Different genres of consumers, Bz Users and Retail User First time resolution Second need are escalated through CRM Interactive IVRs, Speech recognition, local language identification Simplified bill formats, Payment collection centres, Network deployments, activation process

CRM : Counting benefits Fewer calls Reduction in churn Increased productivity Revenues from value added services

CRM : Challenges Make user accept the new system A ground work always helps Keep a simple vision Make mitigation plans for the resistance that might come from various LoB

CRM : Challenges Keep an eye on Scalability, Business growth and market environment Reengineering should come from Users not from IT people Find a sponsor! Way to go! Customer age group, Interests, economic strata,

Nine Neat Spells for CRM Success Define your Vision Spell Measurable Business goals Get support from management Stop at nothing to get end-user buy-in Involve end users in CRM design

Nine Neat Spells for CRM Success Talk in their Tongue Train and Communicate Take a phased approach Measure Results

Thank You!