7%

increase in revenue-per-subscriber

10%

decrease in cost-to-serve

Using sophisticated analytics to fend off a bigger TV/Web rival.

The Challenge

With its data siloed, a company wasn't able to effectively compete
One of the nation's leading Internet and cable providers was losing TV, Web, and phone customers to an even larger competitor aggressively promoting its new high-speed Internet offering. Though the smaller company had a vast customer database, it was largely unused, being spread across a half-dozen siloed systems. That meant the company was essentially flying blind as it tried to retain existing customers and attract new ones.

Our Solution

Develop a clear picture of the customer base
After importing the disparate data sets into a single repository, we began putting it to work. The first priority was to provide the company with basic information, such as segmenting customers by metrics like profitability, churn rates, and predicted responses to new product offerings.

The data then helped guide the development of promotions to target each group of customers, with a special emphasis on younger demographic groups, which are avid users of new digital technologies.

The Results

The numbers start trending in the right direction
The results were immediate and dramatic, notably a double-digit decline in customer churn. Improvements were seen in multiple places in the business: Average revenue per subscriber was up by 7%; the cost of servicing customers declined by nearly 10%.

The company gained important tactical advantages as well, such as the ability to quickly respond to new pricing and product initiatives by competitors. Communications with customers improved, further helping reduce churn.

 
Are you ready to Humanify your customer experience?

Contact us

SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
Read press release

CONTACT US

Global Headquarters
9197 South Peoria Street
Englewood, Colorado, U.S.A.
80112-5833

Phone:
For General Inquiries
+1.800.TELETECH
(+1.800.835.3832)

Outside of the U.S. please
dial +1.303.397.8100

For more information about TeleTech services and solutions
dial +1.877.206.8119

Outside of U.S. please
dial +1.480.389.1436

 
TeleTech Announces Third Quarter 2017 Financial Results
TeleTech Announces Acquisition Of Digital Customer Experience Company, Motif, Inc.
Expands TeleTech's Trust and Safety, Community Moderation Expertise, Enhances Digital, Analytics and AI Capabilities and Extends Geographic Footprint into India
NEWS
NEWS