Digital Adoption Project for a Leading Telecommunications Company
Project summary
We implemented a comprehensive digital adoption project to understand and optimize customer behavior across various channels. The primary objective was to reduce costs, improve retention, and increase cross-sell and upsell opportunities by encouraging customers to use digital channels.
Challenge
The main challenge was to motivate customers to adopt digital channels while ensuring a seamless and cost-effective experience. This involved collecting and integrating data from web, app, retail, and call center interactions, and developing predictive models to enhance customer engagement.
Discoveries
During the project, we discovered that customer segmentation and the application of machine learning algorithms were crucial in predicting behavior and identifying high-risk segments. Analyzing interaction frequencies helped us understand channel preferences and pain points, which guided our engagement strategies. Conducting A/B tests further optimized these strategies, leading to more effective customer interactions.
Value generated
22%
Increased Digital Adoption
Successfully shifted 22% of the customer base to digital channels within six months.
$2.3M
Cost Savings
Achieved a 35% reduction in support and service costs, resulting in approximately $2.3 million in cost savings.
Enhanced Customer Experience
Achieved a 35% reduction in support and service costs, resulting in approximately $2.3 million in cost savings.