In order to thrive in today’s fast-paced global economy, communications service providers (CSPs) must shift their resources to deal with increasingly vast quantities of customer and network data in both emerging and mature markets. By finding new ways to leverage these new sources of structured and unstructured information, providers can significantly improve their ability to acquire and retain customers, reduce network and operational costs and make smarter decisions.
Analytics can help CSPs address these challenges in three key areas:
Customer centricity – By understanding the characteristics and needs of your best customers, as well as their experiences with your network, CSPs can deliver the services customers want and maximize profitability.
- Churn prediction analytics enables providers to predict which customers are likely to leave and make personalized retention efforts.
- Network analytics enables providers to better monitor and respond to the customer experience based on device type, wireless technology and cell site congestion.
Operational effectiveness – Use analytics to reduce operational costs, gain insight across multiple business systems, and accelerate and improve call center and network operations.
- Take the next best action and offer each customer what he or she needs in real time. A rules-based recommendation engine selects the “best offer” per customer by balancing predicted acceptance with profitability.
Financial planning – Integrated, dynamic planning with analytics helps telecommunications service providers respond to changing market conditions, innovate new business models and support new services.
- Revenue, operational expenditure (OPEX) and capital expenditure (CAPEX) planning enable providers to streamline plan administration, conduct more frequent and iterative planning and conduct real-time “what if” analyses to test price and subscriber business models.
Learn more about financial performance and strategy management software.
Why IBM Business Analytics for telecommunications?
With unmatched products, best practices and deep industry experience IBM Business Analytics software and services help communications services providers achieve maximum value and ROI.
- Cablecom GmbH reduced customer churn from 19 percent to 2 percent.
- XO Communications increased retention rates by 60 percent.
- Telenet increased sales in its call center by 100 percent within six months with predictive models for cross-sell and up-sell.
- C Spire Wireless eliminated spreadsheet-based financial analysis and planning and reduced report creation time by 80 percent, easily sharing account information across departments.
