Solutions: Telecommunications
Retain your customers at maximum profit with intelligent conversations
High customer churn, growing pressure to increase average revenue per user across wireless, fixed, broadband and television offerings, and an inability to respond quickly to changing market conditions are making profits hard to come by. This is why global brands such as Vodafone, Orange, BSkyB and Time Warner Cable rely on Chordiant solutions to engage more effectively with their customers, quickly measure how their customer-facing strategies are working and change at new levels of speed and economy.
Chordiant customer experience management solutions help increase your ability to deliver intelligent, personalized conversations across every inbound and outbound customer touchpoint or channel to successfully maximize customer lifetime value. With Chordiant's help, you can increase revenue and margin per user with personalized sales and educational conversations; retain valuable customers at the right cost with proactive and reactive customer churn strategies combined with dynamic retention negotiation; take action before payment problems arise; and guide agents and customers through collection processes that prevent high-value disconnections and reduce risk exposure.
Retention
Retention and Collections
Reduce voluntary customer churn and retain at the right cost
- Increase customer retention rates. Combine predictive and adaptive analytics with real-time decisioning to reduce voluntary customer churn, increase the save rate and minimize retention spend and revenue dilution through tariff migration.
- Cost-effectively engage in proactive retention. Proactively reach out to customers using analytic models to predict who is likely to churn and identify the best save offers to use within budget.
- Determine the best customers to retain. Leverage powerful decisioning that takes into account such factors as lifetime value, future commitment, source and target tariffs to create an investment framework that determines who to retain and the appropriate personalized retention budget.
- Implement right-sized retention. Interactively negotiate the best save deals with customers wanting to leave, maximizing save rates while minimizing spend within budget constraints with real-time decisioning and Next-Best-Action guidance throughout the conversation.
Minimize involuntary churn losses
- Reduce involuntary customer churn and avoidable bad payment exposure. Develop models, predictions and early warning signals using predictive analytics to prevent arrears situations, account suspension and deactivation before it happens.
- Implement dynamic collections management. Use real-time Next-Best-Action recommendations and actions to negotiate best settlements and promises to pay as the customer conversation unfolds.
- Improve collection rates. Proactively track and manage customers through arrears stages, and identify those who do not respond to standard debt management strategies.
Acquisition
Acquisition, Cross-Selling, Sales through Service
Increase accept rates, conversion and interaction reach
- Reshape the way you interact with customers. Shift the focus to the customer by dynamically guiding conversations with the right information, prompts, offers and recommendations for the individual. Use advanced analytics to design customer acquisition strategies that focus on delivering the most relevant offers and offer bundles, balancing acceptance rates with business priorities, covering sales, education and other business issues.
- Create a consistent experience. Deploy a centralized strategy for consistent, intelligent conversations across every inbound and outbound interaction including agent-assisted and customer-driven channels, in real-time and batch.
- Capitalize on every offer and lead. Automatically capture all customer responses and results to ensure that accepted offers are converted into real fulfillments and that indications of interest are available for follow-up.
- Define cross-sell and up-sell strategies that are most likely to receive positive response from targeted customers. Visually simulate sales and Next-Best-Action strategies to understand their impact on customer behavior based on previous results, revenue forecasts, profits, and other business metrics.
Lower acquisition costs
- Eliminate off-target outbound campaigns and offers. Use predictive analytics to precisely target prospects and create compelling "segment of one" value propositions.
- Optimize on-boarding. Automatically guide agents and online customers through the process of choosing plans and setting up accounts including dynamically generated recommendations for add-on products and services best suited to the individual.
Respond instantly to market conditions
- Roll out new products and services faster. Use functional, user-friendly tools that simulate planned strategies to determine the impact on customers and the company. Adjust, change and then immediately deploy programs to all channels without IT assistance.
- Maximize the success rates of in-progress campaigns. Measure, simulate, adapt and change strategies to refocus or terminate campaigns and offers in real-time.
Customer Service
Customer Service
Drive incremental sales through service interactions
- Help call center and in-store agents deliver relevant and timely offers during customer service interactions. Provide dynamic recommendations based on the customer's profile, behavior, responses and history throughout the conversation.
- Increase the percent of inbound interactions receiving offers. Proactively trigger personalized offers to eliminate dependence on staff expertise and help agents feel comfortable delivering a timely and personalized offer.
Deliver a superior customer experience
- Turn every agent into your best agent. Provide guidance, recommendations and actions that adjust throughout the conversation using adaptive analytics, real-time decisioning and Next-Best-Action guidance.
- Drive consistency into every interaction. Leverage real-time decisioning and an agent desktop that delivers a unified, up-to-date view of each customer across all channels to provide deep insight into the individual and the interaction.
- Achieve the best outcome for the customer and the company. Dynamically tailor recommendations and actions that balance customer needs with company objectives using adaptive analytics and real-time decisioning.
- Reduce average handle time and increase first contact resolution. Streamline interactions with Next-Best-Action guidance and a unified desktop that eliminates the need to tab through multiple screens or search for data in multiple systems.
