Case Studies Three: a case study

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	Three: a case study

Three: a case study

Technology Category	Analytics & Modeling - Predictive Analytics Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Telecommunications
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services System Integration
Challenge	Three, a leading UK telco, sought to enhance its contact channel operations to deliver a better customer experience, increase profits, and empower its agents. The company aimed to leverage technology to identify and facilitate growth within their multichannel team, aligning with their innovative business practices. Read More
About Customer	Three is one of the UK's leading telecommunications companies, known for its innovative approach and digital advancements. Launched in 2003, the company has consistently positioned itself as a digitally advanced network. With a strong focus on customer experience and sales metrics, Three sought to improve its web sales team's performance to meet the evolving digital expectations of consumers. The company partnered with Now Interact in 2014 to enhance its contact channel operations and drive growth within its multichannel team. Read More
Solution	Now Interact implemented its Predictive Intelligence technology on Three's website to personalize contact channels for online visitors. The technology segments visitors into three groups: those likely to buy online, those with customer service queries, and those who would convert with offline assistance. By intelligently monitoring and responding to visitor behavior, the system presents a call-back dialogue at the optimal moment for conversion. Additionally, Now Interact's SiteVision platform empowers Three's agents with detailed customer browsing history, enabling personalized and enriched conversations. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

System Integration

Challenge

Three, a leading UK telco, sought to enhance its contact channel operations to deliver a better customer experience, increase profits, and empower its agents. The company aimed to leverage technology to identify and facilitate growth within their multichannel team, aligning with their innovative business practices.

About Customer

Three is one of the UK's leading telecommunications companies, known for its innovative approach and digital advancements. Launched in 2003, the company has consistently positioned itself as a digitally advanced network. With a strong focus on customer experience and sales metrics, Three sought to improve its web sales team's performance to meet the evolving digital expectations of consumers. The company partnered with Now Interact in 2014 to enhance its contact channel operations and drive growth within its multichannel team.

Solution

Now Interact implemented its Predictive Intelligence technology on Three's website to personalize contact channels for online visitors. The technology segments visitors into three groups: those likely to buy online, those with customer service queries, and those who would convert with offline assistance. By intelligently monitoring and responding to visitor behavior, the system presents a call-back dialogue at the optimal moment for conversion. Additionally, Now Interact's SiteVision platform empowers Three's agents with detailed customer browsing history, enabling personalized and enriched conversations.

Impact #1	Three created an environment conducive to the success of Now Interact's technology by ringfencing a team, developing their talent, and embracing new technologies.
Impact #2	The implementation of Predictive Intelligence technology led to over 29,000 incremental sales.
Impact #3	Now Interact's platform drove 192,242 leads to Three.

Impact #1

Three created an environment conducive to the success of Now Interact's technology by ringfencing a team, developing their talent, and embracing new technologies.

Impact #2

The implementation of Predictive Intelligence technology led to over 29,000 incremental sales.

Impact #3

Now Interact's platform drove 192,242 leads to Three.

Benefit #1	29,000 incremental sales achieved.
Benefit #2	192,242 leads driven to Three.
Benefit #3	40% increase in the number of dedicated multichannel agents.

Benefit #1

29,000 incremental sales achieved.

Benefit #2

192,242 leads driven to Three.

Benefit #3

40% increase in the number of dedicated multichannel agents.

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Overview

Three: a case study

Operational Impact

Quantitative Benefit