Case Study: Telenet achieves conversion lifts and doubled upgrades with SundaySky SmartVideo

Building a 1-to-1 Customer Engagement Program

Telenet, part of Liberty Global and the largest cable TV operator in Belgium with 4.8 million subscribers, needed a more persuasive way to move legacy customers onto its new Whop and Whoppa service packages. Legacy customers were generally satisfied and hard to influence with traditional email, so Telenet sought a communication that could clearly convey the upgrade value proposition and prompt action.

Telenet implemented SundaySky’s SmartVideo Cloud Platform to deliver real-time, CRM-driven personalized videos that greet subscribers by name, compare current and recommended plans, and show nearby hotspots and stores. The program produced measurable results: a 10% lift in conversions versus a control group, a 96% lift for video viewers versus non-viewers, a 50% completion rate that more than doubled conversions for viewers who finished the video, plus stronger feature adoption and better-informed customer calls.

Telenet

Bert Van Driessche

Director of CRM and Consumer Intelligence