Qlik > Case Studies > QlikView is Central to the Com Hem Quality Improvement Campaign

QlikView is Central to the Com Hem Quality Improvement Campaign

Customer Company Size

Large Corporate

Region

Europe

Country

Sweden

Product

QlikView

Tech Stack

Business Intelligence

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Productivity Improvements
Customer Satisfaction

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Telecommunications

Use Cases

Real-Time Location System (RTLS)

Services

System Integration

About The Customer

Com Hem is a Swedish company that provides households with TV, broadband, and telephone packages. The media company’s network services now reach 40 per cent of Swedish homes. The company has more than 600,000 digital TV customers and almost 500,000 broadband customers. Behind this lies a massive infrastructure and complex technology, with thousands of miles of cables and innumerable exchanges, connection points, and modems which together make it an intelligent network. The company places particular importance on the increased operating security of its network and the quality of customer service.

The Challenge

Com Hem, a Swedish TV and broadband specialist, was facing challenges with its network infrastructure. The company's network services reach 40% of Swedish homes, with over 600,000 digital TV customers and almost 500,000 broadband customers. This massive infrastructure and complex technology, with thousands of miles of cables and innumerable exchanges, connection points, and modems, required real-time monitoring to quickly respond to any faults and correct problems. Each minute was crucial for the company. Until 2009, Com Hem’s network monitoring operator had been looking at various systems for acquiring an overall picture of what was going on in its network. They realized the potential for saving time and, as a result, solving network problems faster.

The Solution

Com Hem decided to implement QlikView, a business intelligence system, in 2009. The system was first deployed in Com Hem’s network monitoring system (NOC) and then quickly extended to its customer services department. QlikView made it possible for Com Hem to correlate the system that operates the network with the company’s message handling system, providing a detailed overview of all current activities in the network. The system was easy to set up and develop, and it helped Com Hem identify possibilities they had not been aware of before. The company bought a further 500 licenses as they saw the potential for the system to spread through NOC and the customer service department.

Operational Impact

QlikView provided Com Hem with greater control and helped them prioritize correctly.
The system made Com Hem's activities more effective in many ways.
Reports that previously took a long time to produce, often requiring the help of external consultants, now take only a few minutes to draw up in house.