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client success stories
Increased revenue for a leading communications company by $300 million, with measured results of improved customer experiences
3 min read
Telecommunications, Media, and Entertainment
Targeted Advertising
The client challenged our team to improve sales, lower OPEX, and reduce churn. They needed us to create a multichannel, real-time, big-data-driven solution to deliver a menu of targeted content shaped by individual customer behavior. Which meant leveraging data from hundreds of millions of subscribers across voice, video, and high-speed internet (HIS).
There were several key challenges:
The key approach was to replace the organization’s legacy systems: data lakes and platforms;
network usage collection systems; clickstream; commerce-facing applications; content-management
platforms; plus CRM- and call-center-based applications.
This was a significant
challenge, as all parts of customer-facing, customer management systems were affected. To
increase productivity, Adaptix Solutions integrated an agile environment for the daily data and
query
management. The size of our team doubled in six months and doubled again in the following six
months, which led to other predictive analytics opportunities with other client groups.
With help from our data engineering team, the client’s team filtered out data from the data lakes and handed it over to the data scientists. They worked with owners to get the data, creating scripts to normalize it so the science team could build models to identify trends and behavior patterns.
Adaptix Solutions ran the project management office (PMO) for the entire project, which included leading the client’s internal team. Adaptix Solutions managed finance, operationalizing the system, BI, and business case development. Deployment of the system was a massive challenge as it touched every part of the customer-facing, customer-management systems. Each customer touchpoint was affected, from call center to online channels.
Considerations:
Main solution features:
Core technologies and platforms:
Our unique client relationship, expert team, and agile environment, all played their part in developing a big data solution that enabled the client to better-understand customer behavior patterns. These deep insights helped shape a whole raft of highly-individualized content which, in turn, increased revenue and lowered OPEX while reducing churn.
Adaptix's solution afforded a better understanding of the client and their needs, improving the customer experience significantly and enabling highly-relevant content.
Adaptix's solution gives the client:
It also helped the client’s marketing team to plan innovative campaigns based on data insights into customer behavior.
Over the last 10 years, Adaptix Solutions and our client jointly delivered over 900 successful projects and programs. During that time, we’ve developed a unique and deep understanding of the company’s processes, systems, and culture. In return, the client recognizes Adaptix Solutions’s unrivalled capabilities in data analytics, AI, cloud services, plus the telecommunications industry, not forgetting our extensive experience in targeted advertising for their market.
