Customer Service Analytics

Solution Brief

How can we better understand costs and demand to improve margins without sacrificing service levels?

Solution

How can customer service analytics help my company increase customer value?

Our solutions increase your understanding of your customers. They allow EDF Energy to transform raw data into actionable CI they can profit from. EDF told us, "In the two years we've been doing this work, SAS has enabled us to significantly increase our Gold customer base."

• Analyse cost to serve behaviours: Build customer profiles based on real behaviours that impact the use of back office resources.
• Identify customer types: Advanced segmentation combines purchasing behaviours, churn, cost to serve (such as the increased call centre costs of PPM customers), and demographics. It even delivers the ability to predict the likely behaviours of customers in a target geographical area.
• Understand customer segment value: Accurate CLV reveals true cost and value for decision-making process. SAS analytics improve CLV calculations. Our advanced segmentation delivers the insights you need to transform unprofitable customers into profitable ones.
• Refine customer management: Our approach delivers rapid, quantifiable ROI and allows you to lever maximum value by concentrating resources on best serving your best customers. So you can target efforts to grow sales or improve retention, at the most profitable customers.

It allows you to personalise tariffs and optimise take up of value-added services. This increases value and reduces churn: the more services a customer has with you, the less likely they are to leave.

How SAS solutions can help:

• Credit scores help you avoid unprofitable customers.
• Improve understanding of bad debt drivers and risk.
• Offer optimal tariffs based on usage pattern and lifestyle.
• Integrate knowledge of customer profitability and churn risk into front-line servicing.