IBM > 实例探究 > 预测客户满意度以提高忠诚度并减少客户流失:Cablevisión 案例研究

预测客户满意度以提高忠诚度并减少客户流失:Cablevisión 案例研究

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技术
  • 分析与建模 - 预测分析
  • 应用基础设施与中间件 - 中间件、SDK 和库
适用行业
  • 医疗保健和医院
  • 电信
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 库存管理
  • 视觉质量检测
服务
  • 测试与认证
关于客户
Cablevisión 是阿根廷领先的媒体和通信公司之一,为 350 万用户提供有线电视服务,并为另外 180 万用户提供互联网服务。公司成立于1981年,拥有员工10,000多人。
挑战
Cablevisión 希望通过提高服务质量和客户满意度来提高忠诚度并最大限度地减少客户流失。它需要一种更智能的方式来识别不满意的客户并解决他们的问题。
解决方案
通过将客户调制解调器的“健康状况”与满意度调查结果相关联,公司可以预测哪些客户不满意,并主动干预以改善服务并减少客户流失。
运营影响
  • The implementation of the predictive analytics platform had significant operational results for Cablevisión. The company was able to proactively identify and resolve service quality issues, which led to an increase in customer satisfaction and loyalty. The proactive approach was appreciated by customers, leading to reputational benefits as happy customers were more likely to recommend Cablevisión's services to friends and family. Furthermore, the proactive identification of service issues resulted in fewer customers needing to call the contact center, leading to cost savings on managing complaints. The company has now incorporated proactive network troubleshooting into its regular operations and placed customer satisfaction management at the heart of its strategy. The management committee analyzes the evolution of the client experience each month and discusses ideas for further improvements.
数量效益
  • Boosted customer satisfaction by predicting and resolving service quality issues
  • Reduced the cost of customer service by decreasing complaints and technical support requests
  • Identified that the group of customers most likely to be dissatisfied by service quality made up just one percent of the total subscriber base

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