Case Study

Oi: Making Complex Marketing Simpler and More Effective

Oi streamlines complex marketing | 3:14

The Business Issue

With the largest telecom network in Brazil, Oi provides mobile, landline, broadband, and paid TV services to more than 70 million customers. But several fragmented CRM systems left agents struggling to choose among 20,000 possible offers – leading to reduced loyalty and shrinking retention revenue.

The Solution

Oi used Pega Marketing to create one unified, efficient system across 22 operations, 9,000 call center agents, and 1,000 stores, complete with AI-powered next best actions that guide an agent to make the right offer at the right time.

The Results

  • 5 million+ transactions handled in the first year alone
  • 38% increase in conversion rates and a 12% increase in revenue per user
  • Improved efficiencies and savings of hundreds of millions of dollars
  • 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

    Watch how Oi delivered significant improvements in customer retention and Average Revenue Per User (ARPU) while reducing retention costs using Pega’s Marketing application.

  • 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.

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