How Telenet anticipated customer needs and business growth with AI-powered decisioning
Implemented Pega Customer Decision Hub
New AI-powered platform anticipates behavior then recommends customer-centric actions
Key KPIs are up, churn is down, and high-touch marketing is always-on
“With the intelligence of the Pega Platform, we can not only propose the next best step to a customer but also anticipate how their behavior could change.”
The Business Issue
Telenet, a leading provider of connectivity and entertainment services in Belgium, sought to help residential and business customers navigate new digital connectivity options – while retaining them even in the face of constant marketing pressure from competitors.
The challenge was to design a proactive, centralized view of the customer that could suggest personalized upgrades and solutions based on customer signals, then anticipate their needs going forward. The company set audacious goals: to reduce churn and increase offer acceptance rate.
With Pega’s AI-based Customer Decision Hub™, Telenet now has a “single-brain” system that responds in real time to customer needs. The platform understands the context behind every customer interaction and anticipates next-best-action solutions, based on the company’s wide catalog of options.
Besides enabling predictive models for every individual customer, the platform collects granular data that facilitates high-touch, always-on marketing with minimal staff time.
So far, Telenet has achieved:
- 75% increase in offer acceptance
- 33% increase in cross-sell
- 20% reduction in churn
In addition, the new hub has positioned Telenet for strong growth in the evolving and competitive telecom landscape. Granular customer data also gives Telenet key insights to help plan for emerging technology.