Case Study

55% churn reduction in one of the largest Media & Communications company in the US

A large Media house in US was facing challenges in the following areas:

  • Improve Revenue: Increase customer base/ Penetration, improve conversion and Upsell/cross sell
  • Reduce Cost: Reduce cost of customer acquisition, lower cost of retention, reduce customer service cost, improve quality and usage of self-serve channels
  • Improve Customer Retention: Improve CSAT, develop customer needs based product packing and pricing, deliver effective & measurable “Segmented Campaigns”, proactive customer issue management and enhance service experience

Netlink studied the requirements and defined scope for

  • Business Analytics Platform-as-a-Service
  • Custom Dashboards
  • Domain Expertize
  • KPI Bank
  • Delta Integration Business

Outcome

  • Automatic KPI bank highly improved the Analytics capabilities
  • Integrated Customer (CRM), Operations and Finance (ERP) and Vendor data and delivered 360 degree Enterprise Analytics capabilities.

Business Results

  • 36% Customer Service Cost Reduction
  • 17% Higher Market Penetration
  • 55% Churn Reduction

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May 30th, 2017
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