The importance of telecoms' relationship with their customers is essential today. But they still have major problems managing the customer base. With the energetic market pace it becomes more difficult for telecoms to answer several vital questions addressing their customers’ correlations, such as:

• What do customers want?
• What type of customers should they acquire?
• Which customers do they want to retain?
• How do they value the revenues and costs of each customer?

To stay competitive, telecoms must work extremely hard to establish targeted and personalized approach to customers. In order to acquire and manage their customers’ needs they need to focus on providing value that is relevant to each individual. This approach requires a concept of customers’ analysis that will strategically manage and optimize experience across all customer touch points.

Seavus® Customer Experience Management (CEM) platform enables telecoms to deal with all aspects of customer past and future behavior as it enables them to analyze past, measure present and forecast future trends. By continuously collecting CX (customer experience) data, leveraging it using any reasonable means and offering insights into customer past and future behavior, either on individual or any definable group level, Seavus® CEM platform helps telecoms to face with and resolve their major challenges:

1. Increase market share and customer lifetime value
2. Reduce costs & increase sales margin,
3. Reduce churn by providing product/service relevant to individual needs and having personalized one to one contact
4. Increase brand awareness by resolving issues that impact customer’s perception of services quality
5. Reduce price margin erosion by giving campaign offers to those with needs rather than to all.
6. Identify the profitable customers and create strategies for their retention 

Seavus® CEM platform (system and services) consists of three main building blocks:

• Information Integration – deals with continuous collection of CX data from the Telco OSS & BSS systems.
• Data Store and Data Analysis – deals with storing of CX data, managing customer profiles and is a place holder for various analytical tools/components.
• CBM portal – deals with information delivery of analytical data to the marketing and product development employees.

Each of the building blocks consists of set of sub-components that completes the platform architecture involving inevitable activities for identifying and satisfying customer’s preferences, their behavior, and their calling patterns and predict their future actions:

1. Churn management
2. Customer segmentation
3. Campaign management
4. Cross sell and up sell
5. Profitability analysis
6. Credit risk management
7. Tariff simulation

The functionality of the Seavus® CBM platform covers fundamental telecom requirements which differentiate their offer in the most significant way:

1. Ability to know the customer
2. Ability to address customer needs
3. Ability to reward our customer
4. Ability to convey knowledge of what they know about them and what they will do to address their needs
5. Ability to reduce revenue dilution
6. Ability to reduce manual effort to manage customer base, and much more…

Your customer satisfaction is your ultimate metric for success. Choose the right platform to build an effective total customer experience.

For more information please Contact Us.