In the face of an increasingly complex and competitive landscape, Vodacom DRC needed to transform its Call Center from a Cost center to a revenue generator by leveraging intelligent marketing and customer intehhigence.
The problems were that the inbound channels with more than 10million calls per month were underutilized for sales, the business was experiencing a slow down in customer value and low ROI on Campaigns. Also the market was largely a multi-simming in nature with services commoditized and customers easily compare and readily switch making churn a problem.
Octave approaced this problems by implementing a Next Best Action (NBA) application which enables sales through service by providing identified touch points (customer care, USSD, SMS, App ) with a sales recommendation solution to drive additional revenues and increase customer satisfaction and loyalty. For each interaction, the solution identifies the best offers customer should be prompted with in order to upsell or cross-sell the customer.