Case Study: Cablevisión boosts customer satisfaction and reduces churn with IBM Analytics

Predicting customer satisfaction based on network health helps boost loyalty and reduce churn

Cablevisión, a major media and communications company in Argentina, faced a challenge with customer churn and wanted to increase satisfaction by proactively identifying and resolving service quality issues for its internet subscribers. The company partnered with IBM, leveraging the IBM SPSS Modeler predictive analytics platform, to gain a smarter way to predict customer dissatisfaction.

IBM's solution involved analyzing vast amounts of network data from customer modems and correlating it with satisfaction surveys to identify key issues. This allowed Cablevisión to accurately target a small group of high-risk customers for proactive intervention. As a result, IBM helped the company boost customer loyalty, confirm problems in 90% of contacted cases, and significantly reduce contact center calls and technician visits, leading to major cost savings.

Cablevision

Maximiliano Peppe

Manager Customer Experience and Market Research