Prior Situation / Scenario
- Campaigns primarily targeted the concluding phase of the customer lifecycle.
- Limited onboarding process, heavily reliant on Contact Center capacity.
- 100% of Upsell was done through high-cost human intervention.
Client Challenges
- How to leverage data to maximize upsell
- Ability to make strategic changes to the campaign and improve time to market and execution
- Fully automated campaign processes
Strata Solution/ Key Enablers
- Automating data pipelines within the DataOps framework, including reports and alarms, to scale and secure sales execution.
- Scripts with multiple parameters enable customers to perform campaign adjustments as needed, with relevant impact in production.
- Real-time processing of events (service orders and payments)
Outcome
- Significant increase in uptake during the early life cycle campaign (even before activation)
- Fully automated target selection process
- Time to execution was significantly reduced.
- Customer contactability increased by 17%, and conversion improved by 21%.
- Upselling revenue rose by 11%
Results
Broadband upselling conversions within the first year of customer lifetime increase by 23%, increasing customer lifetime value by 6% and reducing the cost of sales for VAS by 27%.
