The Philippines’ Smart Communications has deployed an Amdocs solution enabling personalised and contextualised customer engagement.
Smart is one of the largest wireless service providers in the Philippines and has deployed the Amdocs solution to support its entire subscriber base of nearly 60 million prepaid and postpaid subscribers. Powered by the Amdocs aia platform, the solution offers a rich set of telecom-specific, real-time intelligence capabilities. It will enable Smart to create personalised customer journeys that deliver the most relevant products, messages or offers to Smart subscribers, at the most appropriate time and over the most appropriate channel.
Ernesto R. Alberto, chief revenue officer at Smart, said: “As opposed to the typical mass-market or segmentation-based marketing campaign, the Amdocs customer engagement solution powered by Amdocs aia allows us to target individual customers with products and services that can offer them the most value when they are most likely to need them.”
The Amdocs solution was deployed to connect to key Smart data sources, including Smart’s enterprise data warehouse and CRM and charging systems, offering a real-time view of the subscriber across all the channels on which they are active. It then leverages real-time data analytics to determine the right time to engage with the customer and what to offer, continuing to optimise the customer journey in real-time. Amdocs is also delivering dedicated consulting services to help Smart formulate marketing strategies based on deep market insights, for better business results. The deployment went into commercial use on schedule and on budget and will be supported in a managed services model.
Gary Miles, chief marketing officer at Amdocs, said: “Smart will now be able to accumulate, manage and transform their data assets into real value for end customers. As a consequence, Smart will be able to sell more effectively and execute the right retention strategies, driving revenue growth and improving customer loyalty and net promoter scores overall.”