EnterSpace Personalization Suite™ for Telecom: Multi-channel, 1-to-1 interactions with millions of customers…one customer at a time

The telecom industry is brutally competitive. Every telecom firm must increase subscriber revenue and lower customer churn. Firms that do not differentiate will find themselves selling commodities and engaging in non-stop price wars. One clear way of distinction is to offer richer customer interactions; experiences that are consistently delivered through every customer touchpoint. There is incredible value in matching business and consumer customers to tailored offerings thereby increasing the lifetime value of each subscriber. Such is the promise of personalization.

Personalization Based on the Current Session & Transaction, not just Past Information There are many personalization and CRM (customer relationship management) solutions for the telecom industry. Many are adequate; but most lack true real-time functionality. Subscriber segmentation occurs offline generally in some sort of periodic batch processing not while your customer is clicking through your web site or on the phone with a call center representative. The result is categorization, not personalization. But customers don’t want to be thrown into large buckets; they want a 1-to-1 relationship. Moreover, as level of personalization increases to include session/ transactionally sensitive variables; like session clickstream, current bill, etc., the ROI for personalization initiatives improves substantially. Jericho Systems can make customized content decisions during every transaction; online, over the phone, through a kiosk, etc.

For Example Your customer is online viewing their bill. Based on a real-time credit score that assigns your customer as a moderate risk could you offer a bill financing option at a moderate APR? The same example applies if your customer contacts your call center with a question about their service or bill.

Multi-Channel Personalization™ As the example above conveys, Jericho Systems’ personalization is enabled through any customer touchpoint, i.e. web, call center, voice response unit, kiosks, in-store, etc. Most personalization solutions operate on a single channel. Online personalization packages generally do not interact with call center personalization systems causing customer-specific messages to be inconsistent and drastically increasing the expense to implement personalization solutions. Who wants to buy two or more systems to do one job?

Centrally and Easily Administered, Enterprise-Wide With Jericho Systems, personalization is a function brought to the enterprise level. From the ground up, the EnterSpace Personalization Suite is built for distributed administration of personalization opportunities. There may be personalization rules that operate across the entire enterprise, and personalization rules maintained by a region or city but the infrastructure and interface is consistent through the enterprise. In addition, the GUI for the management of personalization rules is built for the non-technical, but business savvy user.

Quickly Leverage Enterprise Information for 1-to-1 Relationships Within most telecom companies, especially given the industries high level of mergers and consolidations, information silos exist creating walls between you and your customers. Jericho Systems tears down these walls by giving you the ability to rapidly connect to these disparate data sources and use them for your real-time personalization initiatives.

Utilize Real-Time, Digital Feedback to Improve Personalization Initiatives for Greater ROI Your subscribers’ behavior has enormous value. The EnterSpace Personalization Suite captures information about your customers and their decisions that has never before been effectively made available or utilized. For every personalization decision, the tool captures relevant information about the subscriber, the situation, the transaction and the content offered to them. This is stored in a repository that may be referenced by future decisions. This provides an adaptive capability which enables you to avoid saturating a subscriber with repetitive messages and enables customized content to be based on customer choices and behavioral patterns.

Our enterprise software tool creates a personalized environment, through whatever channel, whenever your customer chooses to enter that channel.

With the EnterSpace Personalization Suite, Telecom Companies Gain Numerous Solutions, Including:

• Multi-Channel, Targeted Offerings to Consumers & Business, 1-to-1 based upon known customer attributes, services provisioned, billing, etc., and situational parameters including session clickstream or time-of-day, etc.
• Personalized Up-Selling, Cross-Selling and Bundling real-time, customer-centric messages to induce purchases; bundle local, long-distance and wireless in 1-to-1 packages.
• Secure, Online Intuitive Portals and Self-Care Solutions in a controlled fashion, give your customers the content they want, when they want it; to advance customer relationships in real-time, while at the same time providing you with tremendous opportunities for targeted offerings.
• Unique Credit Offers & Bill Financing real-time, rules-based credit checks provide 1-to-1 opportunities for credit offers.
• Sophisticated, Tailored Customer Loyalty Programs personalized uniquely for business and consumers.
• Individualized Co-Marketing and Co-Branding Offers present the best customer-specific offers from your partners in real-time.
• Real-time Alerting Capabilities like personalized business news, stock quotes, and account information delivered via e-mail or wireless devices. Whole new service offerings could be created in this area for wireless companies. Market 1-to-1 alerting packages; for example, what’s the closest gas station, restaurant or movie theater. With the EnterSpace Personalization Suite alerts could be based upon cell-site location and time-of-day. Example: It’s 9:00 AM. How about a breakfast offer at the closest fast-food restaurant sent via a wireless device?
• Tailored E-Mail and Newsletter Solutions 1-to-1 messages personalized customer-by-customer.
• Online Advertising Auctions if your site has outside advertisers, enable them to compete for the right to present messages to your customers.
• Robust Online Registration Solutions including hosting, design and messaging capabilities.
• Simple Integration with Existing Customer Applications and Data Sources including CRM, provisioning, billing, service request, payment, and other enterprise data sources.

Telecom Companies’ ROI in Jericho Systems is Derived from:

• Increased Revenue through offering the right products and services 1-to-1; right now
• Increased Revenue through increased customer acquisition and decreased subscriber churn due to 1-to-1, real-time personalization
• Increased Revenue through 1-to-1 up-selling, cross-selling, product bundling, co-marketing and co-branding
• Increased Revenue from easy implementation of new services and packages, especially in the wireless arena
• Decreased Costs of time to market and enhancement of personalization initiatives enterprise-wide
• Decreased Costs from secure and robust self-care solutions

The EnterSpace Personalization Suite can scale to millions of personalization decisions per second, for user communities in the tens-of-millions, in a real-time, parallel scaling, fault-tolerant environment.