SUCCESS STORY
Customer Behavior Insights Deliver Highly-Individualized Content
Increased revenue for a leading communications company by $300 million, with measured results of improved customer experiences.
3 min read
SUCCESS STORY
Increased revenue for a leading communications company by $300 million, with measured results of improved customer experiences.
3 min read
Telecommunications, Media, and Entertainment
Targeted Advertising
The client challenged our team to improve sales, lower OPEX, and reduce churn. They needed us to create a multichannel, real-time, big-data-driven solution to deliver a menu of targeted content shaped by individual customer behavior. Which meant leveraging data from hundreds of millions of subscribers across voice, video, and high-speed internet (HIS).
There were several key challenges:
The key approach was to replace the organization’s legacy systems: data lakes and platforms; network usage collection systems; clickstream; commerce-facing applications; content-management platforms; plus CRM- and call-center-based applications.
This was a significant challenge, as all parts of customer-facing, customer management systems were affected. To increase productivity, Luxoft integrated an agile environment for the daily data and query management. The size of our team doubled in six months and doubled again in the following six months, which led to other predictive analytics opportunities with other client groups.
With help from our data engineering team, the client’s team filtered out data from the data lakes and handed it over to the data scientists. They worked with owners to get the data, creating scripts to normalize it so the science team could build models to identify trends and behavior patterns.
Luxoft ran the project management office (PMO) for the entire project, which included leading the client’s internal team. Luxoft managed finance, operationalizing the system, BI, and business case development. Deployment of the system was a massive challenge as it touched every part of the customer-facing, customer-management systems. Each customer touchpoint was affected, from call center to online channels.
Considerations:
Main solution features:
Core technologies and platforms:
Luxoft’s solution afforded a better understanding of the client and their needs, improving the customer experience significantly and enabling highly-relevant content.
Luxoft’s solution gives the client:
It also helped the client’s marketing team to plan innovative campaigns based on data insights into customer behavior.
Over the last 10 years, Luxoft and our client jointly delivered over 900 successful projects and programs. During that time, we’ve developed a unique and deep understanding of the company’s processes, systems, and culture. In return, the client recognizes Luxoft’s unrivalled capabilities in data analytics, AI, cloud services, plus the telecommunications industry, not forgetting our extensive experience in targeted advertising for their market.