BATMANN Analytics Executive Leads Cross-Industry Team To Develop Metrics And Tactics To Improve Cable MSO Customer Experience

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TM Forum workgroup to create key performance indicators, standard metrics for measurement and systematic approach for optimizing performance

“BATMANN Analytics has provided the leadership and expertise to drive one of the most important projects for the TM Forum’s Cable Business Intelligence workgroup,” said Aileen Smith, Senior VP of Collaboration and Research and Development."

Denver-based BATMANN Analytics, an innovator in transforming business through data analysis and action, today announced it is providing the resources and leadership to support a TM Forum workgroup that develops business intelligence metrics and standards for the cable industry.

Paul Ousterhout, BATMANN Analytics vice president of research and prototyping, was named to lead the Cable Initiative Business Intelligence workgroup for TM Forum, an industry association and standards body for the communications, media, defense and cloud service markets. Ousterhout helped identify and outline the committee’s first project charter, which received TM Forum approval late last month.

The Cable Initiative Business Intelligence workgroup will spend the next six months developing a series of standards that are designed to measure and improve the customer experience across the cable industry. As a part of the project, 50 to 75 key performance indicators (KPIs) across multiple business units that have direct impact on customer service will be identified. Standard metrics for measurement will be developed and a systematic approach for optimizing performance based on those metrics will be documented and used by TM Forum members.

“As a new TM Forum workgroup, it was important to identify the kind of project that could be the greatest service to multi-system operators (MSOs),” said Ousterhout. “By creating a roadmap that will not only identify what and how we measure certain aspects of operational performance, but also provide activities that initiate measurable improvement at the individual level, is significant and can go a long way in driving efficiencies while also improving the quality of service to customers.”

Leaders from four of the top five U.S. cable operators are members of this workgroup and will participate in a live exercise that will test and validate recommendations that will be outlined in the project roadmap. In addition to BATMANN Analytics, major software vendors including Oracle, Convergys and Amdocs are members of the committee and will play an active role in the development of best practices and measurements for the cable vertical, which can also be used as a competitive analysis tool.

“BATMANN Analytics has provided the leadership and expertise to drive one of the most important projects for the TM Forum’s Cable Initiative – Cable Business Intelligence,” said Aileen Smith, senior vice president of collaboration and research and development for TM Forum. This group has the mission to develop common terms, tools, and KPI’s that enables the transformation goals of the Cable Industry.”

About BATMANN Analytics
BATMANN Analytics discovers insights in data that make businesses smarter and more efficient. The company transforms customer data into opportunities that help its clients’ achieve their business goals with unsurpassed ROI. It specializes in giving corporations a clearer picture of their people, products and processes to more effectively execute targeted marketing; drive workforce productivity; deliver exceptional customer service; and support supply chain management. BATMANN Analytics was established in 2004 and is based in Denver, Colo. For more information see:


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