SiriusXM retains customers and expands relationships with Pega
Reduced implementation time of complicated retention strategies
Deployed Pega Customer Decision Hub to present relevant retention offers
Increased customer survival rate, leading to higher revenue and empathetic actions
“We're operating on a speed that we've never seen before. Today, we use Pega to drive dynamic scripting and offer presentment based on consumer streaming usage, radio type, and the package that they're on.”
The Business Issue
SiriusXM is one of North America’s leading audio entertainment companies, providing ad-supported and subscription-based programming. Combined with its subsidiary, Pandora, the company reaches more than 100 million listeners each month.
One of SiriusXM’s key initiatives is improving customer retention – as the organization receives more than 12 million calls in its offshore call centers annually.
While SiriusXM had developed multiple retention strategies, it took weeks to implement and had little access to data and insights – especially from other channels. In addition, the company found that agents were struggling to use the system, circumventing some of its strategies.
SiriusXM partnered with Pega to deploy Pega Customer Decision Hub™ across its 15 global call centers by integrating Pega’s UI and decisioning into the agent desktop.
Pega’s adaptive learning models allow agents to present offers based on the likelihood of acceptance and the average monthly revenue generated. In addition, Pega is helping drive dynamic scripting and present offers based on consumer streaming usage, radio type, and package subscription level.
Recently, SiriusXM integrated Pega outside of the call center and across web, chat, text messaging, customer care, and interactive voice response (IVR) channels – compiling cross-channel insights to enable a better and more connected customer experience.
By partnering with Pega, Sirius XM was able to:
- Shorten agent talk time, leading to increased handling of customer jobs
- Improve survival rate of customers
- Retain relationships, which has driven higher revenue outcomes
- Execute retention strategies more quickly
- Expand initial Customer Decision Hub deployment of four call centers to 15 after successful trial