How a Leading U.S. Telecommunications Company Built Unified Data Intelligence with GCP BigQuery and Power BI

Back to all case studies A Leading U.S. Telecommunications Company

Problem Statement

The client is a rapidly growing US telecommunications service provider operating across legacy copper and next-generation fiber markets.
As the business scaled through network expansion, modernization, and market consolidation, leadership needed a unified analytics foundation across Fiber Growth, Customer Experience, Build-to-Sell Execution, and Copper Strategy.
Fragmented reporting, conflicting KPI definitions, manual reconciliation, and reactive data governance limited the company’s ability to create one trusted view of performance.
To solve this, Polestar Analytics built a unified data intelligence ecosystem powered by GCP BigQuery and Power BI, stabilizing the Master Data Repository, strengthening governance, and enabling executive-grade business intelligence dashboards.

Key Bottlenecks

Fragmented data sources created conflicting numbers for the same business metrics.
Revenue and subscriber reporting required heavy manual reconciliation.
Leadership lacked a centralized dashboard for growth, churn, ARPU, network reliability, and customer experience.
Contact center KPIs were scattered across disconnected reports and tools.
Data quality issues were handled reactively, causing repeated firefighting and slower root-cause analysis.
Master Data Repository development lacked structured intake, prioritization, UAT, and issue-resolution workflows.

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Solution Implemented

Master Data Repository Stabilization: Strengthened MDR as the trusted enterprise data foundation for reporting, analytics, predictive use cases, and AI readiness.
Enterprise Data Governance: Established ownership, stewardship, metadata management, observability, and incident management.
Market Health Scorecard: Built a unified executive dashboard across copper and fiber markets to compare state, cluster, growth, CX, and build-to-sell performance.
CEO Dashboard: Delivered acquisition and base management views covering gross sales, installs, net adds, ARPU, churn, reliability, and disconnects.
Contact Center Dashboard: Consolidated call volume, ASA, AHT, FCR, agent performance, and supervisor performance into one governed view.
MDR BAU Framework: Structured bugs, enhancements, UAT tracking, backlog grooming, and incident workflows through JIRA, Confluence, and ServiceNow.

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Business Impact

Single source of truth: Stabilized MDR and reduced conflicting metrics across systems.
Standardized KPIs: Aligned metric definitions across dashboards and teams.
Proactive governance: Improved data monitoring, lineage, and root-cause analysis.
Faster decisions: Enabled CEO-level visibility into growth, churn, network health, and CX.
Scalable operations: Created structured intake, UAT, and incident management for MDR.