TMT Customer Experience

Choreograph every touch point along the customer journey.

How SAS Enables TMT Companies to Deliver Better Customer Experiences

Unite your marketing with the customer journey to attract new customers, reduce attrition and increase engagement.

Customer journey optimization

  • Quantify customer lifetime value, as well as ARPU.
  • Orchestrate omnichannel communications that are consistent, contextual and meaningful.

Churn prediction & prevention

  • Analyze structured and unstructured data to gain deeper customer and service performance insights. 
  • Spot behavioral trends and churn triggers – whether network, product, service or pricing related – and take preemptive action. 
  • Identify operational changes that could lower your cost to serve while improving service quality.

Real-time next-best action

  • Automate and optimize customer interactions based on up-to-the-moment, streaming data on account history, product usage, data plans, network experiences, personal preferences, sentiment, location and more.

360-degree view of the customer

  • Combine online and offline views of customer activity. 
  • Enrich customer insights by consolidating customer data to create highly targeted campaigns and interactions.

Contextual customer relationships

  • Systematically connect with customers and hook them on your brand by presenting them with content and campaigns tailored to their preferences.

Why do TMT companies choose SAS for better customer experiences?  

Craft contextual customer interactions based on insights gleaned from our advanced analytics and machine learning techniques. Predict, prioritize and preempt customer issues that may lead to dissatisfaction and churn. And develop new revenue-generating business models.      

Successfully navigate the omnichannel world

Generate higher response rates and greater ROI by delivering a consistent, relevant customer experience across all channels. A single interface gives you access to capabilities for multichannel interaction management and execution combined with interaction optimization.

Understand the true impact of campaigns

With customizable attribution models, discover the actual customer journeys that exist and are successful – not just the ones that you created and thought were best.

Identify which customers are most – and least – profitable

Accurately calculate the cost and profitability of activities tied to campaigns and use this insight to drive your upgrade strategy and improve ARPU.

Uncover issues and trends, and identify root causes

Apply data mining, text mining and forecasting techniques to CDRs/IPDRs, network, trouble ticket and performance data so you can expose and address problems before they lead to churn or promoter score degradation.

Monetize aggregated streams of customer information

Deliver real-time, location-based, personalized services using real-time decision engines and event stream processing. Combine location-specific data with customer behavior insights to enrich the customer experience and drive market growth.

Recommended Resources

WHITE PAPER

SAS® in the Open Ecosystem

Learn how a unifying platform can bring together diverse data and analytics to drive measurable value.

E-BOOK

Customer experience – now and into the future

Discover the five key themes driving customer experience.

INFOGRAPHIC

Are you ready for the future of customer experience?

Find out new ways to engage with and drive loyalty from consumers over the next 10 years. 

Connect with SAS and see what we can do for you.

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