PORTRAIT CUSTOMER ANALYTICS SOFTWARE INCREASES CUSTOMER RETENTION AND REDUCES SOFTWARE COSTS

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A European subsidiary of T-Mobile International, one of the world’s largest mobile phone operators, has seen an increase in customer retention and reduced software costs with Portrait Customer Analytics, a software designed to enhance both customer relations and customer profitability.

When T-Mobile Austria GmbH, following a merger, achieved a significant increase in market share against leader Mobilkom Austria in 2006, the company’s strategic aim was to increase average revenue per customer and reduce customer churn in an already saturated market.

This is when the company decided to review its analytics capability through partnering with Portrait Software Customer Analytics, a powerful predictive analytics tool.

Portrait enables companies to achieve a clear picture of their customers for the purpose of greater customer understanding, identifying areas of opportunity, achieving optimal segmentation and predicting future behaviour, said Michael Springer, Managing Director of Pitney Bowes South Africa.

Portrait Software was acquired in July 2010 by Pitney Bowes to build on the broad range of capabilities at Pitney Bowes Business Insight for helping organisations acquire, serve and grow their customer relationships more effectively.

Portrait Software enables organisations to engage with each of their customers as individuals, resulting in improved customer profitability, increased retention, reduced risk and outstanding customer experiences, said Springer.

An industry such as network service provision is highly volatile and produces demanding analytical questions day by day. With the use of the software, T-Mobile Austria was able to access multiple predictive models for use in marketing and sales, in both cross sell and up sell.

The software generates speedy predictive models, 3D visualisation capabilities, as well as geographical analysis, which proved instrumental in streamlining operations at T-Mobile Austria.

Portrait Analytics enabled the company to implement highly targeted marketing campaigns, and make better, faster decisions based on rapid predictive models, said Springer.

Portrait Software, however, offers much more than customer analytics, according to Jaap Nieboer, Software Manager at Pitney Bowes SA. Portrait is a suite of innovative applications which empower organisations to create enduring one-to-one relationships with their customers.

The suite integrates the world’s most advanced customer analytics, powerful  campaign management, and best-in-class business process integration in order to communicate precisely the right message through the right channel at the right time, said Nieboer. As such, this is also recognised by research organisations like Gartner and Forrester.

Springer said that in an increasingly complex cross-channel environment, building profitable customer relationships has never been more important, The difference with Portrait is that is it designed for marketers, not just expert analysts, adding real value in customer communications and retention.

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