Looks like CBIS is getting into LTBG's market?
= = = NEWS RELEASE = = =
FOR MORE INFORMATION:
John Pratt, Cincinnati Bell Public Relations
513-397-7777 or 800-327-3900
In the UK, freephone 0800.895.185
E-Mail: jpratt@cinbell.com
Cincinnati Bell Inc. Announces Integrated
Churn Management Pilot
-Results Could Affect Wireline, Long Distance, Broadband, and Internet
Also-
(Cincinnati, Ohio; January 6, 1998) - - - Cincinnati Bell Inc. (NYSE:CSN)
and Comcast Cellular Communications, Inc. have signed an agreement to
conduct a six-month program to test an integrated solution for managing
customer churn, which occurs when a customer ends service with a carrier.
The innovative pilot project is designed to improve customer loyalty and
increase carrier revenue.
The unique solution to be tested integrates the world-class database
management strengths and proactive customer-contact capabilities of CBIS
and MATRIXX Marketing, the customer-care businesses of Cincinnati Bell Inc.
"Working together, CBIS and MATRIXX are focused on delivering an
industry-leading churn management solution through the creative application
of both new and proven technologies and services," said James F. Orr, chief
operating officer for Cincinnati Bell Inc. "We believe MATRIXX and CBIS
are the best in the world at providing outsourced customer care and billing
solutions for the communications industry. Carriers benefit from the
strong relationship between MATRIXX and CBIS and from the communications-
industry knowledge and financial strength of Cincinnati Bell Inc."
Orr said the pilot project for Comcast Cellular will point the way
toward the development of CBIS-MATRIXX churn management solutions for other
communications services, including wireline, long distance, broadband, and
Internet access services.
The unique CBIS-MATRIXX churn management solution has three
data-driven, integrated components: an engine that predicts churn behavior,
customized contacts with targeted customers, and proactive customer care.
All three will be used to analyze defined segments of Comcast Cellular's
customer base.
Benefiting from CBIS's long-term relationship with Comcast Cellular
for billing and customer support in a service-bureau environment, the churn
management solution will use accumulated billing information stored in a
data warehouse to
(1) identify and prioritize customers who are most likely to switch
carriers;
(2) calculate the lifetime value of the customer and the optimum rate plan
and
(3) evaluate the financial implications of a wide range of actions.
MATRIXX Marketing will determine the specific product and service
attributes valued by specific groups of customers to better predict churn
and develop new retention strategies. MATRIXX's customer service
representatives will be trained and equipped to carry out the recommended
contacts with specific customers, ensuring that every contact is customized
and consistent with the churn-reduction goals established by Comcast.
Results of each contact will be returned to the system for continuous
improvement of the analytical tools and processes.
ABOUT COMCAST CELLULAR COMMUNICATIONS
Comcast Cellular Communications, Inc., a subsidiary of Comcast Corporation,
serves a population of 8.2 million in Pennsylvania, New Jersey, and
Delaware. Headquartered in Wayne, PA, it is the nation's fourth largest
non-wireline carrier, and the first in the country to achieve a complete
conversion of its network to provide both border-to-border digital and
analog technology. The company is known for its innovative approach to
customer satisfaction, creating new products and services such as an
enhanced directory assistance program called "Comcast Connect", 24-hour
customer service, and voice activated dialing, among others.
ABOUT CINCINNATI BELL
Cincinnati Bell Inc. is the global leader in helping communications
companies achieve a competitive advantage through advanced billing,
customer information and telephone marketing solutions, as well a premier
provider of local and long distance communications services.
CBIS is the global leader in the provision and management of customer care
and billing solutions for the communications industry. CBIS's solutions
help clients compete and differentiate themselves more effectively in the
broad range of wireless, wireline, cable TV, Internet, and emerging
communications services. MATRIXX Marketing Inc. is the world leader in
providing outsourced customer care solutions, which increase sales, improve
customer service and lower operating costs for leading companies in
communications, technology, consumer goods, financial services, and
800-number direct response.
Cincinnati Bell and its family of businesses are on the Internet at
www.cinbellinc.com
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