Case Study: Telenor Pakistan achieves advanced analytics and a 360° customer view with Teradata Enterprise Data Warehouse

Telenor Pakistan’s journey into Advanced Analytics

Telenor Pakistan, one of the country’s largest mobile operators with over 28 million subscribers, faced intense competition, falling ARPU and fragmented reporting that limited its ability to act on customer insight. The company needed a scalable, flexible and near‑real‑time Business Intelligence platform to deliver actionable information across the business, improve targeting, reduce churn and turn customer service into a revenue generator.

Telenor built a Teradata Enterprise Data Warehouse with SAS and a suite of analytics applications—including Magic Screen, Behavior‑Centric Routing, Campaign Management, System X (real‑time rewards), churn prediction and behavioral segmentation—to create a 360° customer view and drive automated, data‑driven actions. The solution transformed the call center into a revenue center, cut average handle time by ~5 seconds, lifted VAS revenue ~0.55%, delivered a Smart Tunes campaign with a 10% revenue gain, improved churn targeting (retaining ~1% more customers in a month) and scaled to support 1,100 users and tens of millions of subscriber records.

Telenor Pakistan

Aamir Ibrahim

CMO, Telenor Pakistan