Customer lifecycle marketing system

Transcription

1 Customer lifecycle marketing system Stop sending the wrong offers at the wrong time clear thinking. delivered.

2 clear thinking. delivered.

3 Are your direct marketing activites streamlined? Customer Lifecycle Marketing system creates a well defined, centralized process around direct marketing activities. Customer Lifecycle Manager complements existing operator s CRM systems with specialized functionality for handling large volumes of offers. It is designed for working with prepaid customers, but is also suitable for post-paid private and mobile broadband customers. 4 key questions to get you started 1. Can I easily send a personalized direct marketing offer to a group of customers and track their responses? 2. Do I make sure customers are not getting too many or conflicting offers from others in my marketing team? 3. Do I make sure information about this personalized offer is visible everywhere - in the call center, in the outlets, at dealers shops, in the web self-care? 4. Do I create an easy way for customers to respond and activate this offer, or even better - pre-activate it for them?

4 Removing customer lifecycle marketing process challenges A mobile operator today has many direct marketing activities, such as: An ad-hoc campaign via SMS to upsell a new offer for existing customers; An campaign run at a specific time in customers life, e.g. after the first week; A sales campaign run when specific business rules conditions are met, e.g. if customer has never used mobile data. If direct marketing activities are performed without a centralized process, a number of problems appear: There is little continuity and learning from one similar campaign to another, response rate tracking is inconsistent. Regular activities become dependent on someone remembering to do them. Activities done by one person may interfere with those done by another, as the same customer receives two different offers at the same time, or in the wrong order. Offers are not visible across all customer-facing channels, e.g. the call center or outlet has no idea what offers has the customer received recently. Customers who demanded not to receive any offers still get them from time to time by mistake.

5 Technical details Customer Lifecycle Marketing system is implemented in Java, and works with any RDBMS for back-end. The minimal deployment takes one physical machine (up to customers), a larger deployment will utilize a cluster of servers working in parallel for message distribution. Campaign overview and campaign results screenshots

6 Achieve extensive campaign automation with flexible building blocks Data loading and business rule configuration The system uses historical data from Data Warehouse or plain operational data. System can gather data from several data sources. Currently Relational and Multi Dimensional data sources are supported. For optimal performance, data prepared for offers generation is stored in separate data structure. System does not affect performance of the related transaction processing systems. Data is loaded during the night or other preferable low-utilization periods. Responses to previous offers are stored and are available as a part of a business rule. Customer processing flow and offer activation Each customer in a specific moment of his lifetime (for example 1st week, 1st month, etc.) is processed by the system & appropriate offers are generated. Additionally, based on configured business rules, other targeted offers are generated. System automatically activates specific services and account features for customers based on their lifetime, billing period or other business rules. Appropriate services are activated automatically or scheduled for manual activation in operator s billing, Intelligent Network systems.

7 Integrate all communication channels, including front-line staff, and put everyone on the same page Communication to the customer Service activation notifications are automatically sent to customers via a number of communication channels, e.g. WEB self-care, WAP self-care, CRM, SMS, MMS, , Call center consultant applications, Outlet employee applications. System supports extremely fast, multi-threaded distribution of messages through electronic channels (sms, ). System provides control of message delivery time and volume in order to avoid Customer Care overloads. Administration, bonus calculation and reporting The system has been equipped with WEB administration interface, which uses existing user authentication processes of the company. If an outlet/call center employee informs customers about offer and activates it in the system, such activations are tracked separately for each employee System calculates bonuses for front-line staff based on their offer activation results Extensive reports with graphical data visualization are accessible via WEB interface.

8 Streamlining the process Customer Lifecycle Marketing management system runs all customer lifecycle marketing activities as a single, integrated process: Define target groups, exclude black-lists Schedule ad-hoc direct marketing campaigns Schedule regular offer generation rules based on trigger conditions Distribute offers at the right time, to the right customer, observing offer limits per customer SMS Call Center Outlets Web Aggregate response rates from multiple channels Calculate rewards for front-line staff Feedback With Customer Lifecycle Marketing system mobile telecom operator obtains these key benefits: A quick overview of all currently running campaigns to be sure that direct marketing activities are properly prioritized. An overview of campaign response rates lets one zero-in on non-performing campaigns to improve them. For urgent campaigns, one can quickly select target customer groups, provide personalized offer content, and distribute via SMS, , outlets, call center, web selfcare and other channels. It is really easy to automate a permanent offer. One can establish trigger criteria in usage data, provide personalized offer content, configure automatic activation rule, and place the offer in the production system. Front-line motivation to sell offers is improved, as bonuses can be assigned for every activation by an employee. They can see cumulative bonuses for the current month and evaluate how well they are tracking towards targets. If one wants to limit the number of offers sent to individual customers, to avoid overcommunicating, the system allows setting a flexible offer limit.

9 References Official partner Pricing and availability Metasite s Churn Predictor solution is available both directly for MNOs / MVNOs and via partners, deploying it as part of a larger data warehouse / churn management solution. Version Small deployment (up to 5 million customers) Large deployment (5+ million customers) Approximate pricing EUR (license per site deployment) Includes standard , SMS, MMS, Wap push and Web self-care channel integration plus web-services for integration to front-line systems Request a quote

10 About us Our mission is to be the trusted strategic IT development partner for Mobile Telecommunications industry, delivering customer-centric automation software that help our customers achieve outstanding performance. Formed in 1997 in Vilnius, Lithuania Core clients in the Baltics, Western Europe and CIS Brought up with Scandinavian mentality (Scandinavian owned clients) Ten years of experience in Telecommunications industry Long term partnership with all customers 55 employees Our other products Check out our other software products that complement Customer Lifecycle Marketing system: Prepaid Churn Predictor Prepaid Churn Predictor delivers outstanding prediction performance at a fraction of SAS Institute solutions cost, powered by latest statistical mathematical algorithms. Online selfcare for prepaid customers The web has moved to 2.0 and beyond. We offer a feature-complete, standardized Prepaid Self Care solution with great graphics, functionality, social integration, and with an app for iphone/android. We are fundamentally defined by our clients. They expect rapid deployment, critical value and measurable results. They want to work with a small, focused team that is able to deliver strategy consulting as well as process integration and reliable, enterprise-grade technology. They don t just demend faster, better, cheaper solutions - they crave lasting business success. And we are passionate to deliver.

11 Metasite Business Solutions Gedimino Av. 16, LT Tel.: Fax: Metasite on the web: clear thinking. delivered.

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