Sprint launches personalized retention processes in just 90 days
90-day call center implementation
14% reduction in post-paid churn
800% increase in customer upgrades
"Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal."
The Business Issue
Sprint is a US tier-one carrier serving almost 60 million customers. At the end of 2014, its churn rate was 2.3% – double that of its main competitors. Customer care agents would use their own judgment and experience to pick the best approach to customer service. They would manually pore over 20+ offers, searching for the “right” one – while still on the phone with the customer. This resulted in agents making save offers only 10% of the time.
Sprint needed to overhaul customer experience by moving away from an ineffective and manual one-size-fits-all approach to creating one-to-one personalized experiences for its customers.
In just 90 days, Sprint implemented Pega Marketing for Communications to identify customers at risk of churn and proactively provide personalized retention offers. Sprint was also able to extend next-best-action capabilities to eight additional channels, including retail stores, chat, telesales, web/digital, IVR, email, and SMS.
Pega has helped Sprint transform from list-based marketing to event-based, allowing the brand to constantly monitor customer context and proactively deliver the right message at the exact moment a customer need arises. Now, Sprint engages with more relevant content – leading to massive increases in response rates, retention, and agent bandwidth.
Sprint has seen major results by overhauling the brand’s customer experience, including:
- 40% increase in NPS
- 2.5 million increase in yearly net adds
- 43,000 agents using next-best-action recommendations
- Real-time decisions based on 1,000+ data elements
- 700+ active next-best-actions
- 100 millisecond average response time per API call
- 99.96% application up-time/availability