eircom Group Ltd.

Advanced analytics used to craft customer experiences that improve satisfaction and retention

Published on 18-Oct-2013

"eircom Group Ltd. can now rapidly identify the causes of customer churn and take action to mitigate them, increasing its competitiveness." - Director of planning, insight and analytics

Customer:
eircom Group Ltd.

Industry:
Telecommunications

Deployment country:
Ireland

Solution:
BA - Business Analytics, BA - Predictive Analytics, Big Data & Analytics, Big Data & Analytics: Customers, Smarter Planet

IBM Business Partner:
Presidion Ltd.

Overview

Founded in 1984, eircom Group Ltd. (eircom) provides communication services such as fixed-line, mobile and broadband services.

Business need:
Faced with fierce industry competition and an increasing risk of customers easily switching service providers, eircom Group Ltd. was experiencing an annual loss of EUR1.5 billion due to customer churn.

Solution:
eircom uses sentiment analysis and predictive modeling to determine which factors contribute to unfavorable customer experiences and to identify customers most likely to switch communications service providers.

Benefits:
The client realized a 6 percent increase in customer retention as a result of identifying the most effective ways to improve the customer experience.

Case Study

Founded in 1984, eircom Group Ltd. (eircom) provides communication services such as fixed-line, mobile and broadband services. Located in Dublin, the company has approximately 5,000 employees serving more than two million fixed-line and mobile customers. Through its Meteor and eMobile brands, it serves 20 percent of the country’s mobile customers and 40 percent of the broadband market and is deploying a new fiber network to reach 600,000 homes and businesses by the end of 2013.

The Opportunity
Faced with fierce industry competition and an increasing risk of customers easily switching service providers, eircom Group Ltd. was experiencing an annual loss of EUR1.5 billion due to customer churn.

What Makes It Smarter
eircom uses sentiment analysis and predictive modeling to determine which factors contribute to unfavorable customer experiences and to identify customers most likely to switch communications service providers. The solution helps the company analyze multiple data streams and automatically sends prediction alerts about customers and patterns with a high probability of churn. Because of the timely alerts, eircom can take immediate action to improve customer satisfaction and retain more customers.

Real Business Results
The client realized a 6 percent increase in customer retention as a result of identifying the most effective ways to improve the customer experience. This improvement had direct correlation to the 40-point rise in its NPS results. The solution also enables eircom to reduce the time required to process customer data by 75 percent through automation of certain aspects of the analytics process. As a result, the company’s analysts now spend 80 percent of their time developing data analyses and only
20 percent of their time processing it.

For More Information
Please contact your IBM representative or IBM Business Partner.
Visit us at ibm.com/spss.

To learn more about eircom Group Ltd., visit www.eircom.net.

Products and services used

IBM products and services that were used in this case study.

Software:
SPSS Collaboration and Deployment Services, SPSS Statistics Standard, SPSS Modeler

Legal Information

© Copyright IBM Corporation 2013 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America October 2013 IBM, the IBM logo, ibm.com and SPSS are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml. This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The performance data discussed herein is presented as derived under specific operating conditions. Actual results may vary. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.