Canada's SaskTel Successfully Monitors Customer Churn and Improves Service With Hyperion BI Solutions

  
    
  
  
    
      Hyperion (Nasdaq Global Select: HYSL), the global leader in Business 
      Performance Management (BPM) software, today announced that SaskTel – 
      Saskatchewan’s leading communications provider – 
      has successfully utilized Hyperion business intelligence (BI) solutions 
      to keep close tabs on customer churn in the hotly competitive Canadian 
      telecommunications market. Standardizing on Hyperion’s 
      BI software has allowed SaskTel to track its retail performance and 
      improve customer service.
    
    
      SaskTel first implemented Hyperion BI software in 1997 to transform an 
      array of manual reporting and analysis processes. Streamlining those 
      cumbersome processes proved vital as the century-old telecom leader 
      aggressively expanded its service offerings, which today include 
      competitive voice, data, Internet, entertainment and multimedia, Web 
      hosting, text and messaging services over a state-of-the-art digital 
      network. With Hyperion software, SaskTel has successfully automated half 
      of its operational performance reporting across an increasingly diverse 
      organization serving more than 425,000 business and residential 
      customers.
    
    
      In an industry known for its costly customer turnover, SaskTel has 
      leveraged Hyperion software to build loyal, lasting customer 
      relationships that have enabled the company to achieve the highest 
      customer retention rate in Canada. This is particularly crucial for a 
      company whose wide range of offerings leave it open to competition in 
      multiple sectors. SaskTel’s marketing 
      department uses Hyperion BI software to determine the exact product 
      configurations that will increase customer loyalty.
    
    
      The company has also automated reporting across its 10 retail stores, 
      transforming a formerly manual reporting and calculation process to one 
      in which managers can view daily, weekly or monthly reports. Via 
      Hyperion software’s Web browser-based 
      interface, SaskTel store management teams can compare current month 
      results to previous months’ performance, or 
      track year-to-date performance. By automating reporting, the company has 
      saved its store managers months of work.
    
    
      Hyperion has also helped SaskTel streamline customer service by tracking 
      trouble tickets to continually analyze service quality. The telecom 
      leader even has retooled the process of engaging subcontractors for 
      delivery of large-scale services in other Canadian provinces – 
      a step that once took two weeks, and today requires just five minutes.
    
    
      “Hyperion is our business intelligence 
      standard, with users in finance, marketing, sales, customer support, 
      operations and our call center. From executives to individual 
      contributors, we rely on Hyperion BI solutions for our information,” 
      said Karyle Blank, programmer analyst with SaskTel.
    
    
      Although 2,000 SaskTel employees use its Hyperion BI system, the company 
      supports the implementation with just three IT staff members. “Hyperion 
      places minimal IT demands on us because most problems and questions can 
      be handled by power users,” added Blank.
    
    
      About Hyperion
    
    
      Hyperion Solutions 
      Corporation (Nasdaq Global Select: HYSL) is the global leader in Business 
      Performance Management software. More than 12,000 customers in 90 
      countries rely on Hyperion both for insight into current business 
      performance and to drive performance improvement. With Hyperion 
      software, businesses collect, analyze and share data across the 
      organization, linking strategies to plans and monitoring execution 
      against goals. Hyperion integrates financial 
      management applications with a business 
      intelligence platform into a single management 
      system for the global enterprise. For more information, contact 
      us at http://www.hyperion.com/company/contact/salesrep.cfm?CMP=PR_US.
    
    
      “Hyperion” 
      and Hyperion’s product names are trademarks 
      of Hyperion. References to other companies and their products use 
      trademarks owned by the respective companies and are for reference 
      purpose only.
    
    
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      opportunities for business performance management software. Such 
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