The Challenge

Elevating customer experience and marketing in a competitive market.

A leading American mobile phone service provider faced a pressing need to modernize its customer service and marketing operations to keep pace with a rapidly growing subscriber base and shifting customer expectations. The company aimed to deliver more personalized and engaging customer experiences, surpass customer expectations, and strengthen customer loyalty. With evolving market dynamics, the challenge was to upgrade their approach to customer interactions and campaign management to achieve these ambitious goals.

The Solution

Modernizing marketing and customer service for enhanced performance.

Working alongside the client, we implemented a comprehensive solution that delivered a channel-agnostic experience, enabling seamless and unified customer conversations across all touchpoints. Our approach included robust strategies for customer acquisition, cross-selling, upselling, and retention, tailored to the provider's diverse brand portfolio. We also overhauled campaign management with advanced real-time processing capabilities, allowing the handling of up to 5 million events and facilitating better integration, faster insights, and advanced analytics.

The Results

Improved revenue and market responsiveness.

The implementation of the solution yielded remarkable results, transforming the wireless provider's operations and driving significant business impact:

• Achieved a 10% improvement in ARPU (average revenue per user), reflecting enhanced customer engagement and increased spending

• Realized a 25% offer acceptance rate by customers, indicating the effectiveness of personalized offers and targeted marketing campaigns

• Experienced a significant reduction in time-to-market for campaigns, allowing for quicker response to market trends and customer needs

• Gained the ability to launch multiple offers in a day, enabling agile and adaptive marketing strategies

• Realized a 25% offer acceptance rate by customers, indicating the effectiveness of personalized offers and targeted marketing campaigns