Telefonica (O2) Case Study
“Bringing In 15,000 New Customers A Month”
Much like their competitors, telecommunications giant, O2, battle daily to maintain the balance between customer acquisition against churn-rate to other providers. It was a conflict that O2 were beginning to feel more keenly as the costs of new customer acquisitions began to increase significantly.
Actions & Results
Initially, Intelling were engaged to help O2 acquire new customers at a reduced cost for a trial period. Through the application of Intelling’s extensive, market-leading consumer data solutions and our low-cost Contact Centre activity, the results we delivered for O2 were dramatic.
- 30% – reduction in net cost of new O2 customer acquisitions
- 15,000 – number of new customers Intelling provide to O2 every month
O2 were so astonished by the level of results we achieved that our contract with them now includes a broad range of products and services.
Today, we initiate Welcome Calls to new O2 customers in order to reaffirm their experience and, where appropriate, to upsell and cross-sell other O2 products or tariffs. Additionally, our associates conduct comprehensive fact-finding exercises to ensure current customers’ packages are meeting their needs and, if not, to position and upsell better suited packages whilst maintaining the highest level of customer experience.