Predicting customer behaviour to improve customer experience - a case study
Digicel wanted to improve overall customer experience, reduce churn, and increase revenues. To do this, they wanted to implement targeted marketing campaigns to reach their customers on the right channel at the right time. Idiro provided the intelligence behind this targeting, analysing customer behaviour at various lifecycle stages.
The first step Idiro had to take was to combine data from multiple data sources then build a data pipeline to manage and put structure to the multiple disparate data sources. Idiro’s own proprietary software was installed as the platform to manage crunching the data.
Using our 5-step process to collect and analyse the data, Digicel experienced a +12% improvement in churn and a +53% increase in repeat purchases.