Agillic, the specialist in customer lifecycle management, has announced that Telia, the third largest telecom operator in Denmark has successfully deployed Agillic's CLM for Postpaid Solution. Based on an on-demand business model, the solution is designed to drive down churn levels and retention costs amongst Telia's post-paid subscribers.
Operating in one of the most competitive market's in the world, Telia's goal to create growth and maintain profitability is challenging. Already offering one of the market's most exciting and innovative range of products and services Telia attracts new customers every day but has been suffering from unacceptable levels of churn.
"We were looking for a solution that could give us the flexibility to interact with over 600,000 of our post-paid customers. We were successfully attracting new customers but wanted to connect with our existing customers more effectively." said Mads Neble, Marketing Manager, Consumer Market, Telia DK. "We wanted the capability to reward our customers for their loyalty and understand how we could better communicate and meet individual and changing expectations to create valued and long term relationships."
With Agillic's CLM for Postpaid Solution, each subscriber is treated individually according to personal circumstances. It automatically matches content to customer driven trigger points that accurately reflect an understanding of each customer's usage, lifecycle position and past history. The benefit of this proactive approach to customer communications is that it effectively creates human-like relationships that grow in strength over time creating unprecedented levels of loyalty.
Telia has recently launched an exciting above and below-the-line campaign to engage its postpaid customers to participate in the "EliteMobilist" loyalty programme including TV adverts, banner ads and direct mail invitations. Customers register via Telia's web portal where a truly individualised experience begins to develop. The portal is packed with tailored information on products and services, educational tips, competitions, incentives, special offers and interactive surveys. The content is designed to remain fresh and addictive to prompt return visits creating immense customer value.
"Agillic's CLM for Postpaid solution has provided us with a new way to communicate with our customers. Having the ability to interact with all our high value customers on a one-to-one basis, from a completely hosted solution has reduced our risk and cost of ownership. It has successfully given marketing full control of all in and out bound customer interactions enabling marketing progammes to be easily deployed and maintained with little IT integration and support." said Mads Neble, Marketing Manager, Consumer Market.
"We are delighted to welcome Telia as an Agillic customer which further strengthens our presence in the Nordic market" said Agillic CEO, Mikko Hietanen. "Telia is known to be an innovative and forward-looking operator, and having been selected by Telia, it clearly demonstrates our ability to make a significant impact on the customer experience thereby reducing churn, increasing loyalty and lowering retention costs."