How Oi Took Charge of Customer Retention

A data-driven, next-best-action approach helped the largest Brazilian telecommunications operator forge better customer relationships and increase customer retention.

Retain More Customers With Rightsize Investments

Oi, the largest telecommunications operator in Brazil, delivered significant improvements in customer retention and ARPU while reducing retention costs in its first year with Pega. The company generated $140 million in incremental revenue from increased customer retention, and simplified its organization by moving its agents from 12 systems and 45 screens to just one Pega system.

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The Forrester Wave™

Forrester Wave: RTIM Q3 2015 cover

Pega was cited as a leader and received the highest score in the current offering category among 11 vendors who were evaluated against 35 criteria in this report.

Forrester Research defines Real-Time Interaction Management (RTIM) as: “Enterprise marketing technology that delivers contextually relevant experiences, value, and utility at the appropriate moment in the customer life cycle via preferred customer touchpoints.”

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