Case Study

Oi: Driving Customer Retention and Increasing Profitability

Driving customer retention and increasing profitability. | 3:58

The Business Issue

Oi is a quad play provider with the largest telecom network in Brazil, operating in a complex and competitive environment. They were looking for a solution to maximize their retention revenue, which was diluting year after year, and increase customer loyalty. At the same time, they went through some acquisitions that left them with fragmented CRM systems. As a result, agents were using up to 12 systems and 45 screens just to apply an offer.

The Solution

With Pega Marketing, Oi has delivered significant improvements in customer retention and Average Revenue Per User (ARPU) while reducing retention costs.

The Results

In their first year with Pega, Oi has:

  • Generated $140 Million in incremental revenue, achieved through
    — 10% reduction in churn
    — 30% reduction in average retention discount
    — 55% increase in sales revenue through the customer service channel
  • Achieved an incredible degree of simplification – moving their agents from twelve systems and forty five screens down to one Pega system.
  • Communications Service Providers
  • Marketing

Related Resources

  • Quick Guide

    Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.

  • Customer Success Video

    Suzanne Woolley describes how using real-time context improves customer engagement in every channel at EE.

  • Customer Success Video

    Hear executives from the Communications & Media industry talk about how using a Next Best Action solution is enabling contextual conversations with their customers.

  • Whiteboard Video

    Watch how Pega’s customer lifecycle suite is helping CSPs reinvent the customer experience by delivering personalized, consistent experiences across every channel in real-time.

Pega Marketing for Communications

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