The Challenge

A fast-growing wireless company with over 1.5 million customers had a limited understanding of their customers. The company offers prepaid wireless phone service. Since the services are prepaid, the company does not have an address or ZIP code for many of its customers. To make phone activation fast and easy, the company was asking for relatively little demographic information about its customers. Due to the limited information customers provided at the time of activiation, the company did not have access to information such as who was buying their services and why, or what customers thought was valuable about their wireless service.

The Telvista Solution

The client turned to Telvista to acquire the customer knowledge they needed at a price they could afford.

Telvista implemented an IVR-based survey solution for the client. Automating the survey using a custom IVR makes the survey process repeatable, reliable, and cost-effective. Automation also enables real-time web-based reporting for flexible and instant access to the latest customer information.

Telvista’s survey solution captures the ZIP code, age, employment/student status, and household income of each person who calls to activate service. The survey also discovers what attracted the customer to purchase the service, and whether the customer also uses other wireless services.

By making the survey part of the activation process, the rate of completion is very high. And by handling all data collection through self-service technology, the client saves 60% on per-minute costs alone.

A common fear among companies that contemplate outsourcing is that the company will lose direct access to customer information. However, this client actually gained customer insight that they could not have acquired otherwise, through Telvista’s robust technology platform and consulting expertise.

The Bottom Line

The client was thrilled by the oftensurprising customer insights presented by the Telvista solution. The client continues to expand and revise their data collection efforts in order to gain fresh insights. Ongoing data collection allows the client to monitor results of targeted marketing, identify shifts in the preferences of customers the company attracts, and much more.

Both initial and ongoing insights have proven to be important weapons in the client’s marketing arsenal.

Experience the difference

Let one of our friendly experts customize a solution to fit your needs. Call Telvista today at 1-800- 563-9699 to learn more. Or visit us online at www.telvista.com.