Case Study: eircom Group Ltd. boosts customer retention with IBM advanced analytics

Advanced analytics used to craft customer experiences that improve satisfaction and retention

eircom Group Ltd., a major Irish telecommunications provider, faced fierce competition and an annual loss of EUR 1.5 billion due to customer churn. To address this, they worked with IBM to implement a solution using IBM SPSS Modeler and other advanced analytics software to identify the factors driving customers away.

IBM's solution used predictive modeling and sentiment analysis to automatically generate alerts for customers with a high probability of churning. This allowed eircom to take immediate action to improve satisfaction. The results included a 6 percent increase in customer retention, a 40-point rise in its Net Promoter Score, and a 75 percent reduction in the time needed to process customer data.

Eircom Group Ltd