Merrill,
Good news for Fraud Sentinel. I still haven't seen anything on the ChurnProphet results. I did find this GTE release when I was browsing for retention products.
June 30, 1997
Summary: GTE TSI signs contract with Mercury Cellular & Paging for its ChurnManager system-the wireless industry's first announced sale for a customer retention system.
TAMPA-GTE Telecommunication Services Inc. (GTE TSI), the first in the wireless industry to announce the commercial launch of a customer retention and marketing system, has become the first to sell a system to a wireless operator. GTE TSI has signed a contract for its ChurnManager system with Mercury Cellular & Paging, which provides wireless service to markets covering 1.4 million people in Alabama, Kansas, Louisiana and Mississippi. According to Brenda McElveen, vice president-administration for Mercury Cellular & Paging, one of the key selling points was that GTE TSI's system uses knowledge-based technology to proactively and reactively improve customer retention and satisfaction. "Increasing customer satisfaction is one of our most important business objectives, because it will reduce churn and the cost of our operations, and we believe ChurnManager system will help us accomplish that goal," said McElveen. "Every morning the system will give us a list of customers likely to churn based on a number of factors. We will then call customers on the list, and we'll suggest things that will improve their satisfaction, such as switching to a different rate plan that fits their calling patterns and may save them money. We anticipate that GTE TSI's system will significantly improve our ability to provide high-quality service to customers. Churn costs wireless operators hundreds of millions of dollars a year in unrealized revenue and customer placement acquisition cost, and ChurnManager system is designed to help providers dramatically reduce turnover and financial losses," said Paul Wilcock, assistant vice president-marketing for GTE TSI.
"It's a comprehensive information system that will tell Mercury Cellular & Paging every day how its customers are doing, with pre-approved actions and save offers to help its representatives make sure customers stay happy-on both a proactive and reactive basis," added Wilcock.
The ChurnManager system gathers information daily from a database of marketing, billing, customer service and switches. Its uniqueness lies in applying knowledge discovery technology to gain critical insight into customer usage, segmenting the customer base and providing a clear picture of each customer's level of satisfaction.
By adding intelligence to its comprehensive information-gathering process, ChurnManager system automatically provides customer service representatives a daily list of subscribers likely to churn, prioritized by vulnerability or any of more than 30 other factors. In addition, the system provides a menu of effective, specific actions and offers that are pre-approved by management.
This gives Mercury Cellular & Paging two critical advantages:
1) Its representatives can proactively call a prioritized list of customers and are empowered with approved save actions and offers to make sure customer expectations are being met. For example, the representatives have the capabilities to offer actions, in terms of rate plans and features based on usage patterns.
2) Representatives can respond quickly to customers calling with problems or requests to disconnect, since the system provides a quantitative measure of customer value based on the providerSs requirements. In turn, the system provides specific save offers, proportional to the long-term business value of that account.
From a customer care representative perspective, the system works well because it provides the information representatives need to resolve customer issues immediately-without needing to check with a supervisor. "When you're on the front line constantly managing relationships with customers, you want two things-good information and the authority to make a decision right away," said McElveen. "That's why we believe the ChurnManager system will be effective." "These advantages are what make ChurnManager system so valuable," said Wilcock. _Wireless operators can identify sources of customer dissatisfaction -- and resolve those issues-before customers even realize they had a problem. The bottom line is to help wireless operators keep customers on the provider's network." GTE TSI, a Tampa-based unit of GTE Corp., is a leading provider of multiple solutions for more than 170 wireless operators in North America, Latin America, Europe and the Asia/Pacific Rim region in the areas of roaming facilitation, fraud management, customer service and revenue enhancement. GTE TSI's solutions-which include international roaming and clearing, cryptographic authentication, customer retention, nationwide activations, prepaid wireless and a national service bureau operation-deliver what no other company in the wireless industry can: a single, reliable source for helping wireless operators meet virtually all of their evolving needs. The address for GTE TSI's web site is www.tsi.gte.com. GTE is one of the largest publicly held telecommunications companies in the world.
Later,
Crash |
