XO Communications takes control of customer satisfaction

Using predictive analytics to embed a deeper understanding of customers into operations

Published on 6 Dec 2013

IBM SPSS Analytics Catalyst is ideal for quick, ad-hoc analyses, and because we can display the results as visually appealing graphs that are easy to understand, it helps us bring analytics to a new audience among our employees.

Bill Helmrath, Director of Business Intelligence, XO Communications

Customer
XO Communications

Industry
Telecommunications

Deployment country
United States

Overview

XO Communications is one of the United States’ largest communications service providers, offering a comprehensive portfolio of communications, network and hosted IT services through a 19,000- mile nationwide inter-city network and over 1,000 office locations. Priding itself on superior customer experience, the company is always looking for ways to raise the bar.

Business need
It is easy for organizations to get too wrapped up in serving their very largest clients. But how can you ensure that smaller customers don’t fall through the cracks?

Solution
The answer: tapping the stream of customer information that flows into your business, and putting it to work. For XO Communications, a company already well equipped to predict customer churn, the challenge was to understand more about the reasons behind retention risks and place this insight into the hands of a greater range of employees.

Benefits
142 percent estimated reduction in revenue erosion for customers at most risk of churning. $10 million+ estimated savings per year from increased customer retention and reduced customer service costs. 5 months to achieve full return on investment.

Components

IBM products and services that were used in this case study.

Software
InfoSphere BigInsights Basic Edition, SPSS Analytic Catalyst, SPSS Modeler, SPSS Modeler Server, SPSS Statistics

Solution
SPSS Analytic Catalyst, SPSS Modeler, SPSS Statistics, BA - Business Analytics, BA - Predictive Analytics, Big Data & Analytics, Big Data & Analytics: Customers, Information Management Foundation, Smarter Planet, Made with IBM

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