Client
Telco sector
Techniques used
- Small data management
- Data automation
- Machine learning
- Business analysis
Technology and tools
- MySql
- R
- SAS
- Power BI
Requirement
Improvement of customer experience and engagement, reinforcing drivers that generate satisfaction and eliminating / modifying drivers that generate dissatisfaction.
Solution
Definition and identification of moments of truth and pain points in customer management. Assignment of engagement level to each customer, allowing to prioritize and drive the customer’s management campaigns and processes more effectively.
Benefits
- Automatic generation and calculation of the “moment” of each customer. Definition of actions and processes adapted to moments of truth and pain points.
- Optimization of resources in prevention policies and actions (best actions): decisions at the right time.
- Achievement of annual NPS improvement target.
