IBM
Case Studies
Predictive Analytics Boosts Customer Satisfaction and Reduces Churn for Cablevisión
Overview
Predictive Analytics Boosts Customer Satisfaction and Reduces Churn for CablevisiónIBM |
Analytics & Modeling - Predictive Analytics Application Infrastructure & Middleware - Middleware, SDKs & Libraries | |
Healthcare & Hospitals Telecommunications | |
Quality Assurance Sales & Marketing | |
Inventory Management Visual Quality Detection | |
Testing & Certification | |
Operational Impact
The implementation of the predictive analytics platform had significant operational results for Cablevisión. The company was able to proactively identify and resolve service quality issues, which led to an increase in customer satisfaction and loyalty. The proactive approach was appreciated by customers, leading to reputational benefits as happy customers were more likely to recommend Cablevisión's services to friends and family. Furthermore, the proactive identification of service issues resulted in fewer customers needing to call the contact center, leading to cost savings on managing complaints. The company has now incorporated proactive network troubleshooting into its regular operations and placed customer satisfaction management at the heart of its strategy. The management committee analyzes the evolution of the client experience each month and discusses ideas for further improvements. | |
Quantitative Benefit
Boosted customer satisfaction by predicting and resolving service quality issues | |
Reduced the cost of customer service by decreasing complaints and technical support requests | |
Identified that the group of customers most likely to be dissatisfied by service quality made up just one percent of the total subscriber base | |