CDP Solutions for Telecommunications

Achieve true 1-to-1 personalization in real-time across all your communication channels with our intelligent engagement platform for Telecommunications that goes beyond your standard CDP.

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  • IncreaseAverage Revenue Per User
  • Lengthencustomer relationship
  • Improveomnichannel customer experience
  • Boostbundle upgrades from single to quad play
  • Focuson customer satisfaction

AT A GLANCE

The CDP to boost average revenue per user and subscriber growth

 

NGDATA’s Telecom Solution is designed to be customer-centric and maximizes profitability by allowing for 1-to-1 personalization in real-time. Our solution is more than a standard Customer Data Platform (CDP).


Leveraging its real-time advanced customer analytics, the solution allows you as a telecommunications company (telco) to exceed customer expectations.
Interact with your customers in real-time with the right message on the right channel, developing customer engagement and boosting customer retention.

SOLUTION OPPORTUNITY

Create value with every customer interaction

 

The telecom industry has witnessed rapid evolutions over the last few years. New technology has drastically changed how people use telecom services and thus forced businesses to look for means to stabilize their revenue streams. The shift in customer expectations, the diminishing subscriber growth, and price wars, are all causing profits to slowly erode. Building a deeper and more solid customer relationship requires trust and progressive interactions.

 

So while your own service costs increase, and the customer expects optimal connectivity speed and consumes higher data volumes, the monthly Average Revenue Per User (ARPU) reduces. In general, telcos offering bundling services have a higher ARPU, and even more so when they can offer personalized bundles. Personalized experiences will also positively impact churn rates and subscriber growth. With the upcoming streaming services, standalone internet providers, and the ease of switching between providers, keeping your customers indicates a good customer experience.

From product-oriented to customer-centric

 

Telco’s looking to offer entertainment with content platforms is a natural way of strategic expansion, but it is also key to surviving in the long run. It requires a switch from a product push approach to a more customer-centric strategy and comes with a need for a deeper understanding of the user preferences, desires and product trends in the market. This is to capture the customer’s attention and interact with them in a relevant manner, something that cannot be achieved with traditional analytics and marketing.

 

The ability to retrieve a lot of valuable customer data, such as preferences and viewing behaviors, will benefit both your customers and your business. Such data will help you to optimize content, and personalize and recommend offers based on user preferences. This is to ensure continuous engagement through ‘tech touch’ with the end customer. In tech & media, for instance, the next best action considers a combination of next best offers, previous interactions, historical context, customer journey analytics, and channel preferences to create the next best experience. Previous preferences will then help predict other types of content customers would probably watch and like. This will increase customer satisfaction and thus retention. Platforms like Netflix made this their core business and NGDATA’s Intelligent Engagement Platform can make it a reality for you.

WHY NGDATA

Data-driven marketing solutions built for telecom

 

Putting the user at the center of your customer engagement means getting a real-time all-round view of them in order to understand the ever-changing context in which he makes decisions. Once you have that accurate view, you need to offer the right experience at the right time and through the right touchpoint for the customer. This is only possible when data is turned into insights to drive automated experiences within the same platform and in real-time. 

 

Our Telecommunications Solution lets you build and maintain customer relationships by delivering real-time, omnichannel, customer-centric 1-1 experiences. The solution comes with out-of-the-box (OOTB) Customer DNA™, audiences and starter campaigns, all available through an intuitive UI built for the business user. Artificial Intelligence enables renewal and churn modeling, and media asset recommendations such as sports and movies.

 

NGDATA has created and validated this telecom solution with industry experts to ensure the right and most impactful business challenges are solved, yielding the highest results in the market.

BENEFITS

Improve KPIs across the board with our engagement solutions for utilities

Product maturity

You as a telecom provider develop diverse (paid) product features to differentiate from competitors, such as wifi analysis apps, streaming apps, and chromecast support. You want to answer the user’s question “what am I paying for” by introducing and explaining the different features that come with a product.

Combining the right products for each individual in the household

In households, there is typically only one contract owner, but there can be several users, all with different preferences and behaviors. With our Intelligent Engagement Platform, you provide each member with relevant information while optimizing the complete portfolio and desires of the contract owner.

Personalized packages based on content and usage preferences

Consumers tend to subscribe just for a brief period, for instance for their favorite sports, and unsubscribe when the season’s over. One of the biggest challenges is countering this anticipated churn at the end of, for instance, a soccer season. You could then offer a ‘3 months free’ promo, but more another approach would be to recommend certain assets the customer is likely to be interested in (other sports, e.g.) in order to bridge that gap between seasons.

Cost optimization while increasing customer experience


The efficiency of staff, the war for talent, and the upcoming importance of business knowledge drive the telecommunication players to become more tech-savvy themselves. Providing employees with the best tools and information is essential, as is aligning the 360 customer view throughout the whole organization.

Increase loyalty and resilience of your customer relationship

With product activation, usage info and relevant media asset recommendations, telcos can help customers get the most out of the products and services they use. They can increase brand loyalty by erasing the customer’s preference history, thus making it harder for customers to switch providers.

Operational excellence

Orchestrating all communication and offers across all channels into a 1-on-1 conversation with your customer, reduces dissatisfaction and increases brand loyalty and consequently NPS performance.

WHAT'S INCLUDED

A complete analytics and customer engagement solution for telecom

Surpassing a CDP platform, our Telecommunications Solution has a comprehensive and sophisticated set of predefined metrics and models. These reduce the time to market for telecoms and lets them instantly engage with subscribers in a smarter way to obtain results sooner.

Our Telecommunications Solution provides a real-time Customer DNA that consists of a 360 view of each customer, from transactional data to omni-channel interaction data, through CRM and socio-demographic data, next to telecom-specific insights designed to drive smart, connected, and immediate engagement.

The Telecommunications Solution delivers OOTB campaigns that drive 1-to-1 interactions at the right time, in the right channel, and in the right context that aim to acquire, cross-sell, activate and retain customers. Our OOTB solutions leverage our real-time Customer DNA built on top of 1st, 2nd, & 3rd party data. Through customer journey stages you further personalize that journey with curated experiences, and with our smart audiences you can then enhance campaign targeting. For instance, boost subscriber growth by proactively reaching out to lookalike audiences with a personalized experience.

We leverage our product’s built-in machine learning pipeline to generate propensity and churn models where necessary, thus reducing heavy data science work. Accessible through a user-friendly interface, the business user can expand and explore audiences, revealing untapped opportunities. You can easily select customers with a similar profile to the ones that recently chose a particular bundle.

NGDATA’s Intelligent Engagement Platform is Certified as a RealCDP and meets all core CDP requirements and supports enhanced CDP capabilities and best practices.

David Raab

CDP Institute
OUR APPROACH

We’ve Done This Before

Our strategic and prescriptive approach to building solutions ensure rapid delivery and success.

PHASES

01
Requirements & Planning
02
Solution Design
03
Solution Build
04
Validate & Deploy

Requirements & Planning

During this phase we’ll identify your industry pains & strategic objectives. We’ll identify operational personas, pains, and goals. Lastly we identify your solution categories & associated objectives.

Solution Design

Here we define the high level functional design. We define framework components including foreseeable propensity models and data model. We also define and select relevant use cases with functional requirements and definition of offers, experiences, and metrics.

Solution Build

NGDATA alongside our solution partners set-up your solution environment and start building entity and interaction schemas. We configure metrics, load test data, build key integrations, and text.

Validate & Deploy

After validating the solution, NGDATA deploys our IEP within clients environment while providing ongoing support, maintenance, and overall solution optimization.

01 Requirements & Planning

During this phase we’ll identify your industry pains & strategic objectives. We’ll identify operational personas, pains, and goals. Lastly we identify your solution categories & associated objectives.

02 Solution Design

Here we define the high level functional design. We define framework components including foreseeable propensity models and data model. We also define and select relevant use cases with functional requirements and definition of offers, experiences, and metrics.

03 Solution Build

NGDATA alongside our solution partners set-up your solution environment and start building entity and interaction schemas. We configure metrics, load test data, build key integrations, and text.

04 Validate & Deploy

After validating the solution, NGDATA deploys our IEP within clients environment while providing ongoing support, maintenance, and overall solution optimization.