Case Study: O2 Ireland boosts revenue and retention with Capgemini’s real-time marketing solution

O2 Ireland - Customer Case Study

O2 Ireland faced the challenge of preserving market share and driving new revenue by improving customer retention and sales from direct marketing channels. They aimed to deliver a personalized, seamless customer experience across all touchpoints and partnered with the vendor Capgemini to develop a new CRM strategy.

Capgemini implemented a best-of-breed Inbound Real-time Marketing solution, powered by Epiphany's Interaction Advisor, and established in-house Predictive Analytics using SPSS Clementine. The solution enabled call center agents to make personalized, real-time offers to customers. This resulted in a sustained 50% offer acceptance rate, a 100% improvement in conversion rates for some campaigns, and reduced pre-paid churn to single figures for target groups. Capgemini's solution successfully increased revenues and customer satisfaction.

O2 Ireland

Paul Farrell

Marketing Director