amount of service tickets by 55 percent the year that we started using the information visualization tools and dashboards. The availability of the system increased, which meant customer satisfaction...

amount of service tickets by 55 percent the year that we started using the information visualization tools and dashboards. The availability of the system increased, which meant customer satisfaction levels increased, which led to an increased customer base, which of course led to increased revenues.” With new, custom KPIs becoming visually available to the STC team, Dundas’ dashboards currently occupy nearly a quarter of the soccer field–sized monitor wall. “Everything is on my screen, and I can drill down and find whatever I need to know,” explained Waleed. He added, “Because of the design and structure of the dashboards, we can very quickly recognize the root cause of the problems and take appropriate action.” According to Mr. Eshaiwy, Dundas is a success: “The adoption rates are excellent, it’s easy to use, and it’s one of the most successful projects that we have implemented. Even visitors who stop by my office are grabbed right away by the look of the dashboard!”

1. Why do you think telecommunication companies are among the prime users of information visualization tools?

2. How did Saudi Telecom use information visualization?

3. What were their challenges, the proposed solution, and the obtained results?