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Client: A major international telecommunications company offering a variety of services to its customers. |
Challenges: The company wanted to improve customer service, increase market penetration and encourage cross-selling of services from its many divisions. A new division was expanding rapidly as a “business solutions” provider and wished to cross-sell their products and services to current customers of the company's other divisions.
Solution: Management Analytics Group identified potential new customers for the new division from among the company's existing customers in the areas served by each new facility as it began service. We analyzed the company's customer data to develop profiles useful for finding prospective cross-sell customers from among the established customer base. When the division contacted these prospective customers, they discovered many potential customers who were frustrated with the parent company's credit policies which prevented them from purchasing the new service.
Results: Management Analytics Group's analysis revealed significant pent-up demand that was blocked by the parent company's credit policies. When these credit policies were adjusted appropriately, the new division enjoyed outstanding response to their campaign from the pent-up demand that was released.
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