Data Integration & Data Prep

Learn how Minitab helped a Fortune 50 telecom company get a complete view of its customers’ service needs, enabling the enterprise to more efficiently solve customers’ problems through digital self-service, rather than needing to reach out to customer service representatives.

With a 360° view of its users’ troubleshooting journeys—from online self-service support content, to picking up the phone, to be connected with live support—the client identified areas where online support content could be improved to empower its customers to easily resolve issues on their own. Armed with these critical analyses, the company was able to save more than $2.3 million in call center costs alone over the course of two years.

We know all too well that manually converting thousands, let alone millions, of rows of data into actionable insights is no walk in the park. For many analysts, making sense of raw data can take hours of manipulating, cleaning, and prepping in Excel spreadsheets, using pivot tables, transformations, and VLOOKUPS. And it takes even more work if they’re less familiar with technical coding languages. Not to mention that manual data prep leaves more room for errors. Ultimately, the hours of labor and risks to data quality are why many lean on developers and IT partners to handle their data prep using SQL or an advanced database coding system.

But in this day and age, shouldn’t data users of all technical skill levels have the capability to easily reformat data sets, rename data fields, filter out content, or compute functions without having to rely on outside teams for help? We think so! And it’s why we developed the self-service tools in Minitab ConnectTM, to help any user shape, enrich, contextualize, and explore their data for analysis.