MCM Telecom

MCM Telecom Boosts Customer Satisfaction to 95%
by Moving to MySQL HeatWave

"MySQL HeatWave and Oracle Cloud have taken a heavy burden from our shoulders in terms of eliminating support tickets to attend customer requirements in connection with call records. With these solutions MCM Telecom have enabled its customers to obtain detailed information of their calls in a self-service environment, which allows us to concentrate on product development and customer satisfaction."

Oscar Hernández
Operations and Database Manager
MCM Telecom

Mexico’s MCM Telecom improves performance and reduces service tickets by migrating billions of customer contact center records to MySQL HeatWave on Oracle Cloud Infrastructure.

Introduction & Background

MCM Telecom provides connectivity solutions for corporate enterprises operating call centers and offers several solutions of unified communications, such as Ring Central, Cisco Webex, MS Teams, and Zoom—all with communication to PSTN so that customers can elect the solution of their preference. The company operates an extensive fiber optic network in the main cities of México. Focusing on hyper-connectivity and multi-channel solutions, MCM Telecom connects customer data centers to thousands of SaaS business applications, providing low latency, high availability, maximum performance, and fast response times.

Business Challenges & Goals

Prior to adopting Oracle Cloud Infrastructure (OCI), MCM Telecom had difficulty providing its call center customers with timely extracts of billing and call information needed for auditing and other purposes.

Using MySQL, the company was able to provide 24 months of historical data. However, with billions of records in the database, query times were too slow, and customers were raising tickets at alarming rates.

After Oracle launched MySQL HeatWave, MCM Telecom migrated all their workloads to OCI, thus resolving customer issues with performance.

Business Results & Metrics

MCM Telecom is using MySQL HeatWave to increase availability of their applications, contributing to faster delivery, more users, and business continuity. They can now onboard new clients in seconds, as opposed to the hours required previously.

“After migrating 7 terabytes of call center data to MySQL HeatWave, service tickets and complaints plummeted by 90%, while customer satisfaction rates rose to 95%. With 36 months of data available through a dedicated portal, customers now have self-service access to invoices, call detail records, online help, number portability procedures, and a shopping cart,” said Oscar Hernández.

Leveraging MySQL Heatwave, the monthly loading of tables with 300 million records has dropped from 4 hours to 40 minutes. Script execution that took 25 minutes now takes just 7 seconds. MCM Telecom’s customer premises or home office workers have instant responses from their call center systems.

Moving the database and server administration and configuration to Oracle Cloud has enabled their staff to focus on developing and enhancing new enterprise-grade hyperconnectivity solutions with faster time-to-market. Meanwhile, MCM Telecom’s Oracle E-Business Suite has been lifted to OCI as a virtual private cloud, improving financial reporting for the Mexican stock market and seamlessly integrating with Oracle Cloud Human Capital Management (HCM).

Why MySQL HeatWave?

As a long-time Oracle customer, MCM Telecom was comfortable moving to MySQL HeatWave on Oracle Cloud Infrastructure (OCI).

After a four-month proof of concept, the company was confident that MySQL HeatWave would provide maximum data availability to customers and put an end to complaints and tickets.

Next Steps

MCM Telecom is currently working on a predictive analytics project. It will leverage the built-in, high-performance, in-memory query accelerator of MySQL HeatWave. It plans to monetize analytics by mining CDR reports for intelligence on where, when, and how calls are made, as well as other pieces of information.

“Information is not just valuable, it is pure gold,” comments Oscar Hernández.