COMMUNICATIONS

Communications companies face a variety of issues with some common themes. The volume and velocity of data generated in the normal course of business are significant.  In addition, most communication services evolve to a very competitive level where the ability to attract and retain profitable customers is a key to organizational success. These themes make it difficult to apply traditional reporting and analytical techniques. 

Customer Loyalty/Churn

In many countries, the rate of market growth has slowed to the point where retaining profitable customers is one of the most important marketing and customer service objectives.  The cost of acquiring new customers is often cited as being ten times more costly than retaining an existing customer.  Understanding and predicting when a customer is likely to select a competitor’s services enables communications providers to target these customers with products, services and promotional offers to increase customer retention in a cost effective manner.

Cross-sell, Up-sell & New Product Development

With a large, relatively fixed cost infrastructure, communications service providers increase profits when they increase the revenue per customer.  The large experience base of past customer interactions and usage patterns provides a rich source of information for predicting which customers would be likely to purchase additional product or services.  In addition, the same information can be used to guide new product development and rollout. 

Network Management & Optimization

Given the large infrastructure costs, a small gain in network performance can pay huge dividends to communications service providers.  InforSense is working with communications companies to predict system capacity requirements accurately and optimize the performance of their networks.