Client
Telco sector
Techniques used
- Small & Big data management
- Data automation
- Machine learning
- Business analysis
Technology and tools
- MySql
- R
- SAS
Requirement
Diagnosis of the use of channels to define efficient omnichannel management strategies, both in commercial processes and customer service.
Solution
Customer base segmentation based on the different touchpoints of the customer lifecycle in both sales and service processes, identifying profiles and evaluating their business impact.
Benefits
- Effectiveness improvement of actions and customer experience (sales and service processes) by assigning the best channel for each type of action and customer.
- Support for dimensioning omnichannel initiatives and digitizing customer relationships (goal setting, commissions models, improving / assigning capacities to channels …).
