Working with Telstra data and CRM teams, our challenge was to solve the problem of Telstra's low NPS.
Invention of the Check-In service experience. A team of 50 call centre Check-In experts. Check-In experts at every retail site. Data modelling that identifies at risk customers. Programs of hyper- personalised communication.
CEO David Thody calls customers during Check-In week.
We created a 50 strong call-centre and retail service where customers received issue resolution and right planning.
An advocacy model with 1500 behavioural and transactional variables delivered a predicted satisfaction score for every customer. Further propensity scoring was used to prioritise the best channels and products.
A "Personal Customer Plan" was developed for every Telstra customer. The plans show staff what to do for a customer including: right products, offers, service recommendations and budgets for customer recovery.
The Telstra Check-In was first trialled in Tasmania with 50,000 personalised contacts, outdoor advertising and a Check-In bus. Check-Ins were provided in retail and over the phone. Telstra achieved a positive 65 point lift in NPS.
Over 4.5 million customers have been contacted via direct mail or edm. 119,000 calls have been made by Telstra staff. 97,000 customer Check-Ins have been completed by the call centre team. 71,000 Check-Ins have been delivered in stores.
