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Improve services and reduce customer churn.

 

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Turn challenges into opportunities

The communications industry is rapidly evolving with escalating infrastructure costs, declining customer acquisition rates due to market saturation, high customer churn rates, declining ARPU and competition making it difficult to monetize new applications and generate new sources of revenue.

Business analytics solutions help communications service providers address challenges in three key areas:

  • Improve Subscribers Insight and Services to Reduce Customer Churn
  • Transform Business for Higher Efficiency
  • Inovate Business Models

Next steps

Contact us today to learn how to harness the power of Business Analytics in your organization – you can complete the form  or call us at 877-454-4898, and we would be delighted to consult with you and make specific recommendations.

IBM has a suite of solutions to improve customer insight, transform business for higher efficiency, and support innovate business models to create new streams of revenue and profits in the telecommunications industry. Choose the area you are trying to improve in your business below to learn how we can help.

Improve subscriber insight

  • Subscriber Analytics (Segmentation). Which subscribers are likely to churn? Which are likely to respond to an offer to add voice or data roaming package or upgrade from 3G to 4G LTE mobile broadband? Analyze subscriber usage of various services such as mobile, home broadband, fixed line and entertainment and their interaction with channels including store, web and call center. Based on this analysis, subscribers can be categorized into hundreds of micro-segments and used to create targeted marketing offers for new services, add-ons, and retention tactics.

    Learn how Predictive Analytics in Telecommunications can help you identify subscribers who are at risk of churning and those that are likely to respond favorably to a targeted marketing offer.

  • Subscriber Profiling and Enrichment. Which subscribers are likely to be together at the same location during specific times (example - breakfast) during weekends or weekdays? Analyze opted-in location data to build mobility profiles to which you can assign individual subscribers. Service providers can then combine the mobility profiles with
    marketing-defined lifestyle profiles to identify subscribers for targeted offers.

    Learn how BigData Analytics can help you analyze subscribers and match them with the perfect offer.

  • Social Media Insight. How is my brand perceived by customers? Which customer segments are happy with a specific service (example – mobile broadband)? Which are not happy? Analyze opted-in and public social media data and correlate it with your customer's subscriber profiles to gain actionable insights into the impact of service reputation, and marketing campaigns on various customer segments.

    Learn more about how IBM Watson Analytics for Social Media can help you use social media data to better understand your customers and brand.

Transform business for higher efficiency

  • Proactive Care. How can I find the problem affecting subscriber's quality of experience proactively? How do I communicate the issue as well as resolution progress with the affected subscribers? Analyze network and customer experience data to identify device, app or network issues proactively and inform affected subscribers before they call-in. Affected subscribers can receive regular updates on the resolution, thus eliminating the need to call customer care. Proactive care lowers the cost of call center operations (with fewer calls), while improving subscriber’s satisfaction with the service.

    Learn more about how IBM Predictive Customer Intelligence can help you optimize production to increase profitability through collaboration across the organization.

  • Proactive Marketing and Sales. How can I deliver targeted marketing campaigns for higher acceptance rate? How can I provide better customer care at lower costs? IBM can help communications service providers optimize their marketing and customer care to increase revenue and profits while lowering costs.

    Learn more about how IBM Predictive Analytics can help analyze network data in real-time to drive new insights and maximize customer impact.

  • Counter Fraud Management. How do I investigate potential fraudulent activities to stop fraudsters and avoid loss of service for regular subscribers? IBM can help communications service providers predict, detect and investigate voice and data fraud while avoiding or minimizing disruption of service to regular subscribers.

    Learn more about how Threat & Fraud Analytics can help improve project returns and schedule through data, analytics, insights and collaborative engineering.

Innovate business models to create new streams of revenue and profits

  • Customer Data/Location Monetization How can I monetize subscriber data for higher revenue & profits? Analyze subscriber's real-time location, demographics profile and behavior and usage data to identify their interests and needs. Based on this information, advertisers can then serve up localized and personalized ads to the subscribers via high speed internet, mobile phones and other mobile devices.

    Learn more about how IBM Analytics can help you improve design, collaboration, quality and productivity.

Next steps

Contact us today to learn how to harness the power of Business Analytics in your organization – you can complete the form  or call us at 877-454-4898, and we would be delighted to consult with you and make specific recommendations.