| UPC Broadband |
| Insurance Company |
| H3G |
| Cablecom Gmbh |
| Retail Stores |
| Retail banking |
| Cablecom Gmbh |
| Kabel Deutschland |
| France Telecom Group |
Kabel Deutschland (KD), Germany’s largest cable operator, offers its customers digital, high definition (HD) and analogue TV, Pay TV services, broadband Internet (up to 100 Mbit/s) and fixed line phone services via cable as well as mobile services in cooperation with an industry partner.
Cable's got a bigger problem: churn. Cable, like any service that depends on a subscription-based business model, suffers customer turnover for any number of reasons: customers disconnect when they move or decide they don't want to convert to a higher price at the end of a promotional period; they are disconnected (eventually) if they don't pay their bills; they decide they can get more bang for their buck from a competing service.
Credit Suisse First Boston cable analyst Lara Warner estimates that churn costs the cable industry $4.4 billion in operating cash flow in 2006.
A specific opportunities have been immediately identified by CustVox experts: analyzing the average customer life cycle profile of the Kabel Deutschland customer base, CustVox consultants identified a relevant group of customers churning at the early stage of the life cycle, specifically in the first 4 weeks. Those specific customers have a very high negative impact on the EBITDA because they cancel the contract before recovering the acquisition costs.
CustVox consultants using Customer Feedback Manager (CFM) have started to collect customer feedback in the first 7 days of the life cycle. The system has been set up in a way to identify in real time unsatisfied customers at churn risk and automatically trigger a recovery process.
Using CustVox as Customer Feedback Management tool setting up the predictive analytics algorithms to detect early churn, Kabel Deutschland has been able to collect feedbacks from all activated customers within 7 days from activations. A special team at Kabel Deutschland customer care could contact within 24 hours customer at churn risk to recover them.
