Case Study: Bouygues Telecom achieves 5x campaign conversions with NGDATA SmartVideo

How Bouygues Increased Their Campaign Conversions by 5x

Bouygues Telecom, a large French provider of internet, mobile, fixed-line and digital TV services, faced high volumes of urgent and diverse support tickets that drove tens of thousands of inbound calls each month and risked harming customer experience and NPS. To address this, Bouygues Telecom partnered with NGDATA to deploy a SmartVideo program aimed at reducing follow-up calls and improving customer satisfaction.

NGDATA’s SmartVideo used Lily’s Customer DNA attributes to personalize video visuals and audio for each customer, referencing the customer’s ticket and including name, issue type, appointment details and temporary fixes while explaining next steps. The campaign drove measurable engagement and conversion improvements — a reported 5x increase in campaign conversions, with 83% of visitors starting the video, 67% watching it completely and 69% of complete viewers clicking the link at the end — reducing pressure on the call center and supporting Bouygues Telecom’s customer experience goals.

Bouygues Telecom