Beruflich Dokumente
Kultur Dokumente
29 August 2012
Jessica Figueras and Johanne Mayer
eircom, Irelands largest telecoms operator, has decided to make significant investment in analytics improve customer experience and drive growth. This investment will encompass new technology infrastructure as well as skills and human resources. eircom has invested in new campaign management and data mining capability, and built a team of specialist individuals who offer a range of data science skills. Analytics is unlocking value in new ways through a wide portfolio of applications such as pathway analytics and text analytics. The company also has a long term goal of a single data warehouse serving all departments. In the customer domain, analytics is intended to support multiple use cases from campaign management to competitive analysis, unlocking opportunities for growth and enabling the company to better understand the needs and behaviour of its customers.
eircom will use analytics to better understand its customers and competitors, and predict future trends
eircoms long-term vision for analytics is to build a cross-organisation view of the customer and to use analytics for point differentiation in the marketplace. The company has both fixed and mobile operations, which means focusing on both individuals and households. eircom is seeking to understand the customer journey as well as the customer experience across a wide variety of business process areas, and how these experiences are related to measureable business outcomes. Some of eircoms specific areas of focus for the use of analytics are as follows.
29 August 2012
Case study: eircom is investing in analytics to improve customer experience and drive growth | 2
Advanced analytics: Churn prediction, cross-selling models, campaign management. Brand sentiment analysis: In particular, using social media channels as a source of intelligence. Understanding what its customers are saying in the online realm for example, whether customers mention eircom in blogs or on Twitter, or recommend it to their friends. Pathway analytics: To assess the effect of customer interventions on customer behaviour over time. Customer segmentation: To improve customer retention and generate profitable growth. Competitor analysis: Building detailed competitor profiles, which can help eircom to understand its competitors activities. Trend analysis: Identifying lead indicators, such as ARPU trends, which may help to predict future ARPU. This is important because ARPUs for fixed and mobile services are declining across Ireland.
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Success to date
One of the areas in which eircom has used analytics is in understanding customer behaviours so that new propositions can be appropriately constructed. Specifically, Meteor (the eircom-owned mobile operator) used profiling techniques to understand the different top-up and usage patterns within its prepaid base. Traditionally, prepaid promotions in the Irish market had been pitched at a EUR20 entry level. This profiling enabled the company to innovate by developing new offers to underserved market segments at EUR10 and EUR5 top-up levels.
About eircom
eircom is the largest telecoms operator in Ireland, with both fixed and mobile services. It is the incumbent fixed operator and owns Meteor, the third-largest mobile operator, as well as eMobile. The company was privatised in 1999 and returned to the stock market in 2004. Its position as the largest PSTN provider has exposed eircom to some of the main trends in the Irish market: fixed mobile substitution, declining fixed voice subscriptions and call volumes, and the rapid growth of mobile and cable broadband as alternatives to DSL. Mobile ARPUs are also declining.
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The company has faced a serious debt crisis in recent years, leading ultimately to the biggest examinership in the history of the Irish Republic. In June 2012 it successfully emerged from examinership with new shareholders who were previously the senior lenders. eircoms five-year business plan envisages the loss of 1 000 jobs. However, funds have also been ring-fenced for investment, including a plan to roll out high-speed broadband as well as IPTV and entertainment services to nearly two-thirds of Irelands households.
29 August 2012