Products & Solutions / Customer Analytics for Communications

SAS® Customer Analytics for Communications

Turn data into insights about customer behavior

SAS® Customer Analytics for Communications illuminates complex behavior patterns that are hidden in large volumes of data spread across multiple systems. It alerts you to customers who are likely to purchase a new product or upgrade service, customers who are likely to leave and customers who should be targeted in a campaign. 

Benefits

  • Optimized data management using industry standards.
  • Spend more time on model improvement and result interpretation.
  • Improve retention rates.
  • Uncover new opportunities to increase wallet share.
  • Respond quickly to changes in market conditions.

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Features

  • Optimized data management, flexible architecture.
  • Dynamic analytical base tables.
  • A flexible segmentation model.
  • Identify key factors influencing churn.

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" SAS tools help us react with good offers to our core customers as soon as they show the very first signs of churn. The effects are measurable – substantial cost savings that we can track right down to the bottom line"

— Jarosław Kosiński

Corporate Project Manager, Telekomunikacja Polska

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How SAS® Is Different

  • Industry standard data model. You can be confident that all necessary data is included. You'll have faster and more complete installation and a reduced risk that the solution will become obsolete. Backing from the membership of the TM Forum means the data model is endorsed by several hundred CSPs.
  • Greater precision and better analytics for segmentation, churn and cross-sell/up-sell. Maximize ARPU, minimize churn and reduce risk by ensuring you have a clear understanding of each customer’s propensity to depart or to purchase additional products and services. 
  • Greater efficiency. In a highly competitive market, it is essential to adapt to changing conditions such as new offerings by competitors while still operating within tight resource constraints.

Benefits

  • Optimized data management using industry standards. SAS Customer Analytics for Communications uses a fully documented, customer-centric foundation data model (FDM) that contains information about each customer. The FDM is aligned with the TM Forum Information Framework (SID), the most widely adopted industry standard data model.
  • Spend more time on model improvement and result interpretation. A dynamic analytical base table (ABT) framework can create a single view of the entire customer experience, enabling analysts to focus more on improving models and interpreting results than on data management.
  • Improve retention rates. Predict the likelihood that a customer may depart, gain insight into timing and reasons for departure, and use scoring to select the best preventive action.
  • Uncover new opportunities to increase wallet share. By using historical data, communication service providers (CSPs) can identify customers most likely to purchase new products or upgrade to a higher level of service.
  • Respond quickly to changes in market conditions. At each stage of the process, SAS Customer Analytics for Communications supports the business reporting features. These reports help decision makers quickly strategize their business goals and take appropriate actions at the right time.

Features

Optimized data management, flexible architecture.
  • Extracts data from OSS/BSS systems, including billing, CRM, order management and activity-based management.
  • Metadata management.
  • Model management.
Dynamic analytical base tables.
  • Better control over definition of variables.
  • Variables relevant to the business problem at hand can be analyzed and processed.
  • Various derivations can be performed based on business requirements rather than a static list.
  • Extraction, transformation and loadings (ETLs) will run only for the configured variables, resulting in improved performance.
  • ABT will be built on limited customer records, resulting in processing efficiency.
  • ETLs will run only for the variables identified as significant during modeling process, resulting in improved performance.
A flexible segmentation model.
  • Segmentation analysis by behavior/customer type.
  • Geographic segmentation.
  • Profiles by gender, age, marital status, occupation, demographics, income and tenure on/off network.
  • Profiles and usage revenue reports for:

    • Voice calls usage analysis.

    • Messaging usage analysis.

    • Data usage analysis.

    • Analysis by revenue.

    • Analysis by ARPU.

    • Analysis by prepay recharge (top-ups) value.

  • Product ownership.

Identify key factors influencing churn.
  • Churn analysis by offer payment mode, sales channel and acquisition mode.
  • Churn variance over previous period.
  • Profiles by gender, age, marital status, occupation, demographics, income and tenure.
  • Usage analysis by call type (voice, messaging and data).
  • Recharge (top-ups) analysis of churned customer.
  • Revenue analysis of churned customers.
  • Churn analysis by ARPU (annualized).
  • Churn analysis by customer profitability (annualized).
  • Churn drivers (disconnect reason) across churn propensity segments. 
  • Complaints analysis by disconnect reason.
  • Disconnect reason and call center traffic relationship analysis.
  • Potential churn customer's analysis by customer type.
  • Potential churners by type of business.
  • Usage analysis by call counts across propensity to churn segments.
  • Usage analysis by call duration and volume across propensity to churn segments.
  • Revenue analysis of customer across propensity to churn segments.
  • Churn propensity segments analysis by subscription tenure.
  • Churn propensity segments analysis by ARPU bands.
  • Churn propensity segments analysis by profitability bands.
  • Churn analysis across offers.

System Requirements

Client environment

  • Microsoft Windows (x86-32): Windows XP Professional, Windows Server 2003 family, Windows Server 2008 family, Windows Vista*, Windows 7**
  • Microsoft Windows(x64): Windows XP Professional for x64, Windows Server 2003 for x64, Windows Server 2008 for x64, Windows Vista* for x64, Windows 7** for x64

 Server environment

  • AIX: 5.3 and 6.1 on POWER architectures
  • HP-UX Itanium: HP-UX 11iv2 (11.23), 11iv3 (11.31) 
  • HP-UX PA-RISC: HP-UX 11iv2 (11.23), 11iv3 (11.31) 
  • Linux for x64 (EM64T/AMD64): RHEL 4 and 5, SuSE SLES 9, 10 and 11 
  • Microsoft Windows (x86-32): Windows XP Professional, Windows Server 2003 family, Windows Server 2008 family, Windows Vista*, Windows 7** 
  • Microsoft Windows on x64 (EM64T/AMD64): Windows XP Professional for x64, Windows Server 2003 for x64, Windows Server 2008 for x64, Windows Server 2008 R2 for x64, Windows Vista* for x64, Windows 7** for x64 
  • Microsoft Windows (on Itanium): Windows Server 2003 and 2008 for Itanium-based systems 
  • Solaris on SPARC: Version 9, 10 
  • Solaris on x64: Version 10

 Supported Web browser

  • Internet Explorer 7 on Windows XP Pro, Windows Server 2008 and Windows Vista*

 Web tier

  • BEA WebLogic 10gr3 on: AIX, HP-UX Itanium, Linux RHEL 5 (x64), Solaris (SPARC and x64) 
  • IBM WebSphere 6.1 and 7 on: AIX, Solaris (SPARC and x64), Windows Server 2008 
  • JBoss EAP 4.2 and 4.3 on: AIX, HP-UX Itanium, Linux RHEL 4 (x64), HP UX PA-RISC, Solaris (SPARC and x64), Windows 2003 Server, Windows Server 2008

* NOTE: Windows Vista supported editions are: Enterprise, Business and Ultimate.
** NOTE: Windows 7 supported editions are: Professional, Enterprise and Ultimate.

Ready to learn more?

Call us at 1-800-727-0025 (US and Canada) or request more information.