Three: a case study

技术

分析与建模 - 预测分析
应用基础设施与中间件 - 数据交换与集成

适用行业

电信

适用功能

销售与市场营销

服务

软件设计与工程服务
系统集成

挑战

Three, a leading UK telco, sought to enhance its contact channel operations to deliver a better customer experience, increase profits, and empower its agents. The company aimed to leverage technology to identify and facilitate growth within their multichannel team, aligning with their innovative business practices.

关于客户

Three is one of the UK's leading telecommunications companies, known for its innovative approach and digital advancements. Launched in 2003, the company has consistently positioned itself as a digitally advanced network. With a strong focus on customer experience and sales metrics, Three sought to improve its web sales team's performance to meet the evolving digital expectations of consumers. The company partnered with Now Interact in 2014 to enhance its contact channel operations and drive growth within its multichannel team.

解决方案

Now Interact implemented its Predictive Intelligence technology on Three's website to personalize contact channels for online visitors. The technology segments visitors into three groups: those likely to buy online, those with customer service queries, and those who would convert with offline assistance. By intelligently monitoring and responding to visitor behavior, the system presents a call-back dialogue at the optimal moment for conversion. Additionally, Now Interact's SiteVision platform empowers Three's agents with detailed customer browsing history, enabling personalized and enriched conversations.

运营影响

Three created an environment conducive to the success of Now Interact's technology by ringfencing a team, developing their talent, and embracing new technologies.
The implementation of Predictive Intelligence technology led to over 29,000 incremental sales.
Now Interact's platform drove 192,242 leads to Three.

数量效益