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fixed line telecoms

Since the de-regulation of the European telecommunications market the incumbent infrastructure providers have experienced significant erosion of their market share and for the first time, serious competitive pressures. This has spawned a market where customers make their choice of telephone provider based on a combination of price, customer service, convenience, and combined single source offering (ADSL, Cable, Voice, TV etc.).

New customer acquisition and win back are still very expensive processes, with the break-even point more than 12 months into an agreement. If the wrong customer types (unprofitable) are targeted in the acquisition initiatives and the optimum customer types (profitable) are not retained in pro-active customer service operations, making money in such a competitive environment is very hard.

Customer churn for the third party operators (specifically those without their own networks) is currently running at around 40%, with an average acquisition cost of $115 across the service offerings, so it is clear that without accurate segmentation, targeting and retention identification, operators will not yield their full market potential.

II has been specifically designed to handle the massive volumes of data produced by the Telco market, and deliver timely solutions to address the following business challenges:

At Oceans Blue, we belive customer loyalty is developed throughout the customer lifecycle. Locking in loyalty requires a responsive, personalised, credible and relevant service. Key to delivering this service is customer insight. Underpinning this vision, are the latest statistics on why customers defect.

45% because of poor service

20% because of lack of attention.

15% for a better product

15% for a cheaper product

Rosanne D’ausilio, Human Technologies, June 2005

Efficacy can be proven in a production environment, by targeting the insight delivered from Information Inventor toward a control group of customers, then measuring business performance across this group, versus the business at large. If you'd like to know more about our products and services, please follow the our solutions contact form or follow this link. We look forward to hearing from you.

markets

churn brochure

financial services

logistics and transport

mobile telecoms

retail

human resources

According to a recent research report from IDC, (www.idc.com), a detailed comprehensive analysis of customer data can generate an average 5 year return on investment of up to 430% compared to a 55% pure customer strategy.