Case Study: Leading Internet and Cable Providers achieve lower churn and higher revenue with TTEC analytics

Leading Internet and Cable Providers - Customer Case Study

TTEC helped a leading Internet and cable provider facing intense competition from a larger rival that was winning TV, web, and phone customers with a new high-speed Internet offering. The customer had a large database of customer information, but it was trapped in multiple siloed systems, leaving the company unable to clearly understand customer behavior or effectively compete.

TTEC consolidated the company’s disparate data into a single repository and used analytics to segment customers by profitability, churn risk, and likely response to new offers. This enabled targeted promotions, especially for younger digital-savvy audiences, and delivered immediate results: customer churn fell by double digits, revenue per subscriber rose 7%, and cost-to-serve dropped nearly 10%.