TIM, the largest telecom provider in Italy, uses SAS Viya to optimize credit operations and support real-time decision making in a complex regulatory environment

In the ever-evolving Information and Communications Technology (ICT) landscape, staying ahead of the curve is essential. Recognizing this, TIM – the leading telecommunications and ICT group in Italy – has embarked on an ambitious project to revolutionize its credit area segment.

TIM is renowned for its extensive network and innovative services, catering to millions of customers across the country. To achieve its transformation, TIM partnered with SAS, selecting the SAS Viya platform to enhance efficiency and foster a data-driven approach to credit management. By addressing the complexities and regulatory demands of the industry, this collaboration sets the stage for a new era of operational excellence and innovation.

SAS spoke with members of TIM’s Credit Risk Office to learn more. Continue reading for insights from:

• Giovanna Aguiari, Manager, Credit Risk Office
• Clara Fornabaio, Manager, Customer Credit Management
• Fabio Roina, Data Analyst, Customer Credit Management
• Alicita Santoni, Data Analyst, Customer Credit Management
• Miriam Dell’Osa, Project Management Office

What does it mean to launch a transformation project in the credit area within such a complex environment? Who are the main stakeholders, and what are the key challenges you faced in terms of resources, team collaboration, deployment and timelines?

Giovanna Aguiari and Clara Fornabaio: Facing significant pressure on credit costs, TIM initiated a multi-year transformation project focused on processes, systems and organizational structure. This complex initiative was implemented in an agile approach, involving various departments including Marketing, Sales, IT and Procurement. The project centralized credit ownership, previously dispersed across the organization, into a single structure, enabling:

• The introduction of advanced analytics, the integration of external information, and the use of statistical scoring models during the acceptance phase and in credit management.
• The redesign of numerous activities, including simplifying key processes that affect the customer journey across various functions, and integrating sales processes with credit risk management.

What was SAS’ role in this transformation?

Fabio Roina and Alicita Santoni: To complete the transformation, it was essential to initiate a paradigm shift in data management and allocation. This involved moving from a distributed and fragmented architecture across various repositories to a single, centralized database.

SAS addressed this need by implementing a structured data mart, accessible through a dynamic and flexible platform. The SAS Viya platform enables advanced analyses, customized reports and interactive dashboards with drill-down capabilities. This approach not only provides an integrated and concise view of the data but also supports real-time, data-driven decision making, significantly improving operational efficiency and the quality of information available for corporate governance.

Additionally, SAS provided specialized training on the advanced features of its products, empowering TIM to use the tools autonomously.

How was the project management model structured?

Miriam Dell’Osa: The project was carried out using an organization model similar to the agile methodology, allowing the team comprising business users, IT and SAS to collaborate continuously without the typical constraints of the standard requirements processing. The documents were written and developed collaboratively, and the first milestone of the project was delivered just six months after the initial kickoff in January 2024.

The project was structured around three main objectives:

• Creating the new “funnel” in SAS.
• Developing alerts on industry KPIs (both existing and new).
• Developing a predictive model for specific areas of interest.

The first two objectives are operational, while the development of the predictive model is underway.

Project progress and the status of the first two releases were monitored through weekly meetings, with participation from all involved teams, including the Project Management Office, business users, IT and SAS.

What are the key benefits of the project?

Fabio Roina and Alicita Santoni: The project has brought several significant benefits, including optimized analysis execution times and improved quality of results. Additionally, the ability to export data in both graphical and tabular formats is a valuable advantage. The flexibility in data management also allows for a wide range of analyses on trends and monthly performance for specific variables, supporting the timely identification and resolution of any anomalies.