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Case Study

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.

The Solution

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.

The Results

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.

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Industry: Proveedores de servicios de comunicaciones Área de producto: Customer Decision Hub
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