Customer acquisition and retention activities are costly and time-consuming, the financial burden being exacerbated by handset subsidization and promotions that delay profitability until the customer nears the end of their contracted period. Faced with ever-decreasing margins, Communication Service Providers (CSPs) are keenly aware of the need to improve and enhance customer experience in an effort to reduce churn, improve longevity/profitability and reduce acquisition and service costs.
The Lavastorm business performance analytics software suite delivers a visual, discovery-based analytics environment that offers compelling Customer Management capabilities, such as enabling CSPs to rapidly identify the realities of customer care performance, easily determine root cause, and promote speedy resolution.
The Customer Care Analytics offering delivers a detailed understanding of the actual customer experience through a range of analytics, including:
- Marketing performance analytics to analyze and tune the performance of marketing programs
- Segment-based analytics to include actual experiences as a key piece of information to inform or refine customer segmentation
- Complaint analytics to help overcome integrity issues with complaint data by correlating individual complaints with reality
- Bill shock analytics to anticipate and proactively respond to bill shock risk, dramatically improving customer experience
Extended customer management capabilities are delivered through the Multi-Service e-Billing and Analytics offering that present a powerful, online experience to business customers, alleviating strain on the contact center and reducing costs.
| Advantages | Benefits |
|---|
| Adaptive, iterative, and repeatable analytic methodology delivers rapid and persistent value that offers overwhelming return on investment in as little as 3 months | Low cost solutions with rapid ROI |
| Business-logic driven analytics design ensures rapid discovery and transparency of performance issues | Faster results and reduced risk |
Interactive visual design environment ensures rapid set-up and fast results – design can be up to 90% faster than with traditional tools and methods
| Speed to execute |
| Lavastorm adaptive analytics methodology ensures traceability and repeatability of complex analytics; InFlow visualization provides instantaneous feedback to checkpoint assumptions | Rapid problem discovery |
| Atomic-level visibility of the data and associated business logic ensures results are trusted and meaningful; decision-making becomes informed | Accuracy |
| Manages any volume and complexity of conditional logic; ad-hoc and one-off audits and checks can be easily configured as persistent controls; scales up to billions of transactions per day | Scalability |
| Source-agnostic data acquisition capabilities enable analytics independent of the data architecture | Low cost flexibility |
