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How Indosat grew revenue and reduced churn with a targeted loyalty program
Indosat, with the help of Comviva achieved a 3.5X increase in revenue from new intelligence driven digital engagements, saw high value customer churn dropping by 50%, drove loyalty points to their billions, and much more.
Indosat is one of the largest telecommunications providers in Indonesia, where the majority of consumer customers are prepaid, churn is high, and customer loyalty is low due to a lack of service transparency. Subscribers typically have limited access to comprehensive pricing details, costs can change based on region, and unexpected charges or fees can occur based on data consumption, low balance, or lack of usage.
Results
Through the use of customer data analysis and AI/machine learning-based modeling, Indosat was able to better predict customer behaviors for recharge/top-up, data usage, inactivity and next best offer responses. Along with the launch of a multi-tier loyalty program, Indosat saw substantial churn reduction of its high value customers using the loyalty program, and a 10X increase in revenue linked to real-time marketing campaigns. Download the full case study below to learn in more detail how Indosat, with the help of Comviva, achieved such substantial results, and watch here as Mark Newman, Chief Analyst TM Forum talks to Ritesh Kumar Singh, (CMO) and Carlos Eduardo Quiroga Tarradelles, (CVM Head) at Indosat Ooredoo.