S36 Industry Forum - Communications Energy Utilties - v05

Communications, Energy & Utilities

Industry Session

Niall Gallacher

29th April 2015

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Today’s Presenters

Brian Booden

• QlikView & BI Architect, Cooper Software

• Communications

Niall Gallacher

• Global Director, Industry Solutions, Qlik

• Communications, Energy & Utilities

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Contents:

• Introduction & Welcome

• Industry Market Drivers & Macro Trends

• Qlik Enterprise Value Proposition & Solutions Kits

• Qlik Energy & Utilities Supply Chain Use Case

COFFEE BREAK

• Cooper Software Best Practice in Telco & OEM

• Customer Experience Analytics Best Practice

• Industry Collateral

• Key Takeaways and Q&A

Communications, Energy & Utilities Industry Forum

Communications

Market Drivers

Energy & UtilitiesMarket

Drivers

Complexity

Technology

Internet of

Things

Business

Intelligence

Mergers

Acquisitions

Oil Price [supply & demand]

Communications

Market Drivers

Energy & UtilitiesMarket

Drivers

Complexity

Technology

Internet of

Things

Business

Intelligence

Green

Smart

Grid

Smart

Meters

Customer Choice

Improved Analytics

MultimediaCloud

Quad Play

Convergence

CLVCustomer

Lifetime

Value

Digital Marketplaces Big Data Analytics

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Contents:





COFFEE BREAK






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Industry Solutions Kits:

• Credit & Collections

• Asset Management

• Customer Experience Management

Functional Solutions Kits:

• Sales Function

• Finance Function

• IT Function

• HR Function

• Procurement Function

Qlik Enterprise Value Proposition

Solution Selling

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Communications Industry Presentations:

• Telecommunications

• Media & Entertainment

Energy & Utilities Industry Presentations:

• Oil & Gas

• Utilities

• Mining

Qlik Enterprise Value Proposition

Key Industry Presentations Align Solutions to Key Business Drivers

Enterprise Architecture

Telco

business drivers & Qlik solutionsOil & Gas

business drivers & Qlik solutionsUtilities

Enterprise Phased Roll-Out Template

Phase \Department

Finance

Ops

CS

Other Departments

PHASE

1

PHASE

2PHASE

4

Credit &

Collections

Financial

Accounts

Spend /

Expenses

Asset

Mgmnt

Network

Operations

SalesCustomer

Insight

Workforce

Planning

Contact

Centre

PHASE

3

HRRisk &

Complianc

eModify This Slide

Discuss priorities with your client & modify this

template slide to suit their specific needs.

Financial

Planning

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Contents:





COFFEE BREAK






Qlik Supply Chain Analytics

Energy & Utilities Use Case

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Supply Chain Analytics

QlikView Demo App

Coffee Break

Part 2

Quick Survey – How Many Delegates Have the following:

• Sat Nav

• GPS location

• Internet / Bluetooth enabled camera

• Health Band (UP / Fitbit / etc.)

• Heart Rate Monitor

Opportunities That Internet of Things Presents

Quick Survey – How Many Delegates Have the following:

• Sat Nav

• GPS location

• Internet / Bluetooth enabled camera

• Health Band (UP / Fitbit / etc.

• Heart Rate Monitor

Opportunities That Internet of Things Presents

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Contents:





COFFEE BREAK






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• Supervising Qlik Architect @ Cooper Software

• Certified Designer, Developer, Administrator

• 6 years Qlik experience, 15 years in IT

• 2nd year presenting at Qonnections

• Hexagonal Binning Qlik Sense Extension on

Qlik Branch

• Email: [email protected]

• Twitter: @brian_booden

• Twitter: @cooper_software

• LinkedIn: uk.linkedin.com/in/qlikviewifsexpert

Presenter

Brian Booden

http://branch.qlik.com/projects/showthread.php?351-Hexagonal-Binning

mailto:[email protected]

Smart Partnering for Communications

Geo-Mapping using IdevioMaps

Brian Booden – Cooper Software

29 April, 2015

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Agenda

• Introduction to Cooper Software

• Smart Partnering with Ciqual and Idevio

• Geo-mapping in the Communications and Utilities sectors

• Delivery and Maintenance Demo

• Mobile Signal KPI Demo

• Summary and Key Takeaways

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Company Profile

• Cooper Software, established in 2005

• Headquartered in Fife, Scotland with a regional office in Manchester

• Product Partners:

– Europe's largest independent supplier of products and services for IFS

– One of the UK’s fastest growing Qlik Partners

– One of the UK’s largest NetSuite Solution Providers

• Profitable & growing business:

– FY’14 turnover: £3m (FY’13: £2m)

– 95% come back to Cooper Software for more business

– 45 full-time staff with a large network of associates & delivery partners

– Diverse market with no reliance on any particular sector

– 250+ technical projects delivered globally including Blue Chip Companies

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Our Customers

Oil & Gas Industrial &

Defence

Manufacturing

& Automotive

CPG Services

Construction

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Sales Management for IFS

• Analyse Customer Order

quantities, Gross and Net

Sales values, and margins

• Use Google Maps to

geographically plot your

customers’ locations

Our QlikMarket Apps

Finance Ledger for IFS

• Analyse your Balance Sheet

and P&L by Account, Account

Group and Cost Centre

• Analyse General Ledger

vouchers, at transactional

level.

On Time Delivery for IFS

• Analyse Aging Orders

• Full Visibility of Late and On

Time Deliveries

• Forecast, Planned and

Promised orders

http://market.qlik.com/sales-management-for-ifs.html



http://market.qlik.com/finance-ledger-for-ifs.html



http://market.qlik.com/on-time-delivery-for-ifs.html



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The Value of Smart Partnering between System Integrators and Technology Partners – Qonnections 2014

Combination of a unique value

proposition or solution developed with 2

or more complementary partners and Qlik

– resulting in exponential positive impact

“ “

Smart Partnering

• Focused on a specific business challenge or area/industry

• Drives value for all partners (defined value: based on each partner’s KPI)

• Gains commitment from all partners to invest: people, money, marketing

and communication, and GTM

• Includes a plan with time lines and actions from all partners

• Conducts regular governance and pipeline reviews

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Qlik Solution Provider

• Official Partner with Idevio for over 2 years

• Specialists in utilising IdevioMaps for QlikView

• Great experience in optimising data models for geo-mapping

Matching The Partners

Qlik Technology Partner

• Providers of IdevioMaps QlikView Extensions

• Extension also available for Qlik Sense

• Experts in geo-mapping and optimisation

Qlik OEM Partner

• Specialists in Mobile Customer Experience

• Bespoke mobile app to collect KPI data

• Existing QlikView apps to analyse data in a non-Geo capacity

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How It Flows…

• Professional Services

Request

• Mutual contacts shared

• Experience in Geo-

Mapping needed

• Bespoke updates to

IdevioMaps Extension

• Heatmap Colours

• Navigational elements for

Scatter Chart

• Local Apache Web Server

• Installation of Apache Web

Server

• Performance optimisation

• IdevioMaps

Parameterisation

• Smart Partner “match”

• Mutual contacts

shared

• Setup of Commercials

Smart Partnering Flow

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Qlik® Customer Snapshot

Challenges

• How to visualize complex Cell data in a meaningful

manner?

• Data volumes, JSON and extension limitations

• Multiple KPIs to map

• Variable Thresholds

• Existing model did not support geo-analysis

• Slow user experience due to Idevio hosted servers

Solution

• Heat Map and Bubble Map via IdevioMaps Extension

• Native QlikView scatter map implementation

• Data model optimized for geo-mapping

• Excel sheet to manage thresholds and Variablised, Centralised

solution

• Local installation of Apache Idevio to bolster app response times

Benefits

• Easy to understand visualisation

• Responsive, extensible app

• Maintainable from outside of QlikView

• Pioneering alternative to 3rd party mapping solutions such as

http://opensignal.com/

Heat maps for Cell Signals

http://opensignal.com/

Geo-Mapping Demo

Delivery and Maintenance Times

Geo-Mapping Demo

Cell Phone KPI Analysis

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Data Modelling

• Reduce fields and data set wherever possible

• Automated variables from external source like Excel

• KPI pre-aggregation in Edit Script. If it is possible, do it!

Best Practice & Lessons Learned

Apps and Objects

• Variables are essential!

• Scatter Plot – Advanced Mode

• Bubble Sizes – consider using Dual()

Extensions and Geo-Mapping

• Always be wary of data volumes with extensions

• Use variables to sync expressions between extensions

and standard QlikView Objects

• Is your latitude / longitude granularity correct?

• Use multiple extension objects with Show Conditions

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• Smart Partnering can be hugely beneficial to all parties

• Your competitors can also be your assets

• Leverage Qlik – can they assist you with Smart Partnering ideas?

• Geo-Mapping is valuable tool to have to give a different slant on data

• Telecoms industry needs this analysis and innovation

Summary and key takeaways

• Great opportunity for Qlik to fill this space

• Put the time into data modelling

• Check out my LinkedIn Blog on Qlik Smart

Partnering

Question & Answer

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Contents:





COFFEE BREAK






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Customer Experience Analytics

Custo

mer

Serv

ice

SERVICE JOURNEY EFFORT NPS VALUE

HIGH

MID

LOW

SA

TIS

FA

CT

ION

& Q

UA

LIT

Y

Detractor

Neutral

Promoter

Customer

Experience

Metrics:

• Customer Service

• Quality & Satisfaction

• Channel Selection:– Subsequent Channel Hops

– Retail, Web, Mobile, Social

– Contact Centre

• Customer Effort– By channel?

– For each Moment of Truth?

• NPS (Advocacy)

KPI Interrelationships?

NPS

CSat

SLA

Lifetime

Customer

ValueCXi

Can you Shape the Sankey?

Sales

Link the

interrelationships

between customer

experience

metrics

driving

value

The customer lifecycle

evolves over a

period of time

encountering

moments of truth;

when customer

experience is

amplified &

service is

paramountService Satisfaction

Journeys NPS

Effort NPS

Effort Lifetime Value

NPS Lifetime Value

Customer Experience

Solution will help you analyze

the important moments of

truth in your business allowing

you to reshape Customer

Experience, increase NPS &

Customer Lifetime Value.

Service

© Qlik 2014 www.qlik.com Qlik Industry Solutions: Customer Experience

Qlik Customer Experience Solution

Innovate Customer Experience Management

• Develop industry leading customer analytics

such as Customer Effort Score & correlate

channel with effort

• Evaluate customer channel preference

• Track Omni-Channel Customer Journeys

• Develop predictive analytics for Future Spend

& likelihood of Future Contract Renewal

Values & Benefits:

• Track Omni-Channel Customer Journeys &

Correlate with CSat and Advocacy (NPS)

• Link to Customer Effort Score & predictive

models for future spend & contract renewal

• Improve CSat

• Reduce Customer Acquisition & Retention

Costs

• Increase Customer Lifetime value

Qlik Customer Experience Solution

Innovate Customer Experience Management

Core Metrics:

• Sales

• Margin / Profit

• NPS

• CSat

• Effort

• Journeys

Drill Down:

• Products

• Segments

• Lifecycle

• Moments of

Truth

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Customer Experience Clustering

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Customer Experience Sankey

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Customer Experience Analytics

Qlik Sense Demo App

Question & Answer

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Contents:





COFFEE BREAK



• Industry Content & Collateral



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Industry Solutions Forum Sessions

Session Date

S04 Industry Forum - Manufacturing and High Tech Monday

Part I 15:10 – 16:10; Part 2 16:20 – 17:20

S05 Industry Forum - Financial Services: Insurance Monday

Part I 15:10 – 16:10; Part 2 16:20 – 17:20

S06 Industry Forum - Healthcare Monday

Part I 15:10 – 16:10; Part 2 16:20 – 17:20

S28 Functional Forum – Finance Monday

Part I 15:10 – 16:10; Part 2 16:20 – 17:20

S13 Industry Forum – Supply Chain Management Tuesday

Part 1 10:30 – 11:30; Part 2 11:40 – 12:40

S26 Industry Forum – Retail and Services Tuesday

Part 1 16:20 – 17:20; Part 2 17:30 – 18:30

S27 Industry Forum – Public Sector Tuesday

Part 1 16:20 – 17:20; Part 2 17:30 – 18:30

S07 Functional Forum – Human Resources Tuesday

Part 1 16:20 – 17:20; Part 2 17:30 – 18:30

S29 Industry Forum – Financial Services: Banking, Securities, and

Investments

Tuesday

Part 1 16:20 – 17:20; Part 2 17:30 – 18:30

S36 Industry Forum – Communications, Energy and Utilites Wednesday

Part 1 11:00 – 12:00; Part 2 12:10 – 13:10

S37 Functional Forum – Sales Performance Wednesday

Part 1 11:00 – 12:00; Part 2 12:10 – 13:10

Global Solution Programs

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Global Solutions Programs

Integrated set of activities across multiple channels

Optimized for the key personas in buyer’s journey

Intended to help drive from initial interest through to an opportunity

Will run globally for over multiple quarters…. it’s a sustained effort!

The sum of the parts is what will make this successful!

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2015 Global Solutions Programs

Sales Performance

Highest # of customers

Large user populations

Applies to every

industry/geo

Solution content exists

Easy to grasp

Supply Chain

Area of strong success

Related to top Qlik

industries

Applies to most

geographies


Healthcare

Strong industry

success

Repeatable use cases

Cross functional

success

Some dedicated field


Aligns all field channels: Marketing, Sales, Presales, Services, Hub, Partners

Integrated tactics: Content, Website, Industry Events, AR/PR, Lists,

Evangelism, Advertising, Hub PowerPlays, Webinars, etc.

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What’s in it for You?

Open new doors with new buyers

Larger opportunities Support from Qlik

New content to help you sell & market

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Sample Program Framework

Persona Based Nurture Programs

Attract Engage Convert

Event in a Box Kits:

Social – Blog,

Paid and Kit

Search

Content

Syndication

Industry Events &

Associations

PR

Different content available to attract, engage

and convert key solution personas throughout

the buyer’s journey.

Web

Persona Based Nurture Programs

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Solutions Program Partner Engagement Model

Strategic Marketing Engagement

• By application

– Expertise partners

• Partnership marketing

– Strategy and goal alignment

• Joint execution

– Market reach and scalability

• Integrated activities

– Attract, engage and convert

Qlik Partner Marketing Services

• Turn-key execution

– Customizable, co-branded assets

• Intelligible marketing tactics

– Scaled demand generation

• Effective deployment

– Attract, engage and convert

• Tools and processes

– Marketing automation platform

A tiered engagement model

Education and enablement: resources and materials and the keys to success

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Sales Performance Program in QPMS

Attract Tactics [Available this week]

• Web content syndication – a hands-free way to keep your website current with

the latest Qlik solutions content

Engage & Convert Tactics [Available now]

• Persona Based Email Campaigns

– Engage: Sales Operations

• Touch 1: Gartner on-demand webinar

• Touch 2: Qlik whitepaper

• Touch 3: Qlik Sense Desktop download

– Engage: Sales Leader

• Touch 1: Aberdeen whitepaper

• Touch 2: *Video

– Convert: All Sales

• Touch 1: Gartner Magic Quadrant

• Touch 2: ROI calculator (face-to-face meeting)

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Get Involved in Solutions Programs

Qlik Partner Marketing Services Workshop

• Tuesday, April 28th 1.30pm – 3.40pm CDT (Morocco)

Attend the Upcoming Program Enablement Session

• Thursday, May 7th

Reach out to Qlik

• Work with your Partner Marketing Manager to determine which

program engagement model best suits you

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Why Qlik Market?

Showcase your Products

Market your Services

Increase Revenue

For more informationVisit the Qlik Market Solutions Lounge or email us at [email protected]

Qlik Market Team: Jasbir Gill and Michael Duval

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Qlik Market is a central repository for partner developed

apps, connectors and extensions leveraging the QlikView

and Qlik Sense Business Discovery platform.

What is Qlik Market?

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Customers

• Central repository of solutions; customers don’t need to search the web

• One-stop shop for a wide array of solutions to expand the Qlik platform

Partners

• Provides another marketing opportunity for products and services

• Creates revenue opportunities for developed assets

• Fosters collaborative relationships between partners

Qlik

• Powerful presales tool leveraging existing solutions to solve specific needs

• Generates indirect revenue as customers require more licenses from

using partner solutions acquired via Qlik Market

Benefits for………

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Strong support from Partners

• 187 partners have solutions

• 288 solutions posted

• 8-10 solutions approved every

month

• Solutions include Applications,

Extensions and Connectors

• By region

• By partner type

Continued interest in solutions

• Over a million page views

• Over 65,000 click-throughs

• Over 6% conversion rate

• More than 63% traffic on Qlik

Market is from customers

Continued Success of Qlik Market

Qlik Market in 2015

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Qlik Market 2.0 is coming………

• We are looking for your feedback, suggestions on ways to

improve customer experience on Qlik Market.

• We also want to learn what will motivate you to become active

on Qlik Market.

Come talk to Jasbir Gill and Michael Duval at the Qlik Market Q-bar

or email us at [email protected]

Your feedback

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Contents:





COFFEE BREAK






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Enterprise Sales – Qlik Platform

• Position Qlik Solutions mapped out in a wider vision driving value

• Leverage Qlik Global Solution Program Campaigns

– Supply Chain Analytics

– Sales Performance / Customer Experience

Our thanks are extended to Brian Booden for his support

demonstrating two outstanding Enterprise use cases.

Summary And Key Takeaways

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Feedback Survey

• Please complete the track session survey via the mobile app

• Access the track session survey through the mobile app

• Enter track session code S36

• Provide your feedback

Question & Answer

Thank You

S36 Industry Forum - Communications Energy Utilties - v05

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Transcript of S36 Industry Forum - Communications Energy Utilties - v05