Overview of Case

TDC wants to be known for offering the best products and services to customers and for always striving to understand their requirements - with every customer being treated as if they were the only one. To realise this ambition, TDC wanted to create a programme aimed at its most highly valuable triple players that would:

• Strengthen loyalty and reduce increasing risk of churn
• Educate its customers about new products and services
• Generate and increase customer response levels by using all available communications channels available
• Reduce number of calls made to customer service by encouraging the use of lower cost digital channels.
  
  

Maintain one-to-one dialogue throughout the customer’s lifecycle to help create specific and meaningful promotions to clients and to measure responses

Project Details

TDC implemented Agillic’s CLM for Postpaid Solution to help empower high value triple play customers through the “Guide to More Value” programme by:

• Effectively  integrating all communications with an individual web home page aligned with customers’ past and current behaviours 
• Implementing specific CLM programmes with incentives to generate and increase customer response levels
• Personalising communications and offering product educational guides relating to customer’s existing products

Results

61%  of TDC’s most valued triple play customers registered for the programme

• Product awareness and knowledge increased substantially
• Reduction in number of calls to customer service
• Customer churn fell by 60%.
• Cross and upsell opportunities increased