insightsoftware > Case Studies > Dashboards Drive Cultural Shift at Multiband Corporation

Dashboards Drive Cultural Shift at Multiband Corporation

Customer Company Size

Large Corporate

Region

America

Country

United States

Product

Dundas

Tech Stack

Business Intelligence
Data Visualization

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction

Technology Category

Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Real-Time Location System (RTLS)

Services

Data Science Services

About The Customer

Multiband Corporation is a nationwide, technology-focused service company providing video, communications, entertainment, and energy service solutions. The company operates through 12 units and 40 locations across the United States. Multiband is the largest DIRECTV master system operator in the Multiple Dwelling Unit (MDU) market in the US. Their installation and repair services are compensated based on their service performance, making customer service vital to their profitability. The company's chief challenge has been to act as one team with one vision, a significant task given its size and diversity.

The Challenge

Multiband Corporation, a large and diverse company in the telecom industry, faced a significant challenge in measuring performance metrics in real-time. As the largest DIRECTV master system operator in the Multiple Dwelling Unit (MDU) market in the US, Multiband's compensation was based on their service performance. Therefore, it was crucial for them to measure the right metrics in the right way to ensure profitability. They needed to know how customers were ranking them on several metrics, including customer satisfaction surveys, the number of repair calls, and how many visits were needed to resolve a matter. However, they lacked real-time, accessible data to do so. Furthermore, given the company's size and diversity, acting as one team with one vision was a significant challenge.

The Solution

To address these challenges, Multiband turned to Dundas for their dashboard solutions. Initially targeted at high-level executives, the dashboards became an integral part of the Business Intelligence Performance Center (BIPC) at Multiband, serving as a central hub for gathering information and insight to make better business decisions and drive performance across the organization. The dashboards were connected to a single, accessible source of data, eliminating confusion and creating confidence in the data. The visualizations provided by the dashboards allowed Multiband to see their metrics in new ways and identify new relationships. The dashboards also provided real-time data, enabling Multiband to quickly identify and address performance drops in any given area.

Operational Impact

The adoption rates on the dashboards greatly exceeded the original targets, with the dashboards being used in more ways than initially intended.
The dashboards helped Multiband act as one team with one vision, a significant achievement for such a large and diverse company.
The visualizations provided by the dashboards allowed Multiband to see their metrics in new ways and identify new relationships.
The dashboards provided a single, accessible source of data, creating confidence in the data and eliminating confusion.
The dashboards provided real-time data, enabling Multiband to quickly identify and address performance drops in any given area.