Published on 17 Feb 2011
XO Communications is a US-based national communications service provider of VoIP, voice, network, carrier, wholesale, and hosted services. XO serves businesses, government, domestic and international telecommunications carriers, cable companies, content providers, and mobile wireless companies.
One of the biggest business challenges for telecommunications companies is managing customer churn. Although XO client services managers were conducting regular outreach to large customers they deemed at risk, customers in the midsized business group were too numerous to cost-effectively manage and, as a result, were more likely to churn.
In late 2008 XO’s customer intelligence team evaluated analytics solutions from SAS and IBM and ultimately chose IBM Business Analytics (specifically, SPSS predictive analytics software).
By using IBM Business Analytics to predict customer behavior and proactively reach out to customers with a high potential to churn, XO has been able to increase customer retention and retain subscription revenues.
IBM products and services that were used in this case study.
SPSS Modeler Desktop, SPSS Modeler Server
Information Agenda Engagement
IBM Analytics, BA - Business Analytics, BA - Business Intelligence, Customer Relationship Management, Enabling Business Flexibility, Enterprise Modernization, ROI Study
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