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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

Local

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


Customers 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 Airtels 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!

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