CBOSS Provided CRM Consulting Services to Baykalwestcom

CBOSS Corporation has successfully completed a CRM consulting project in Baykalwestcom. The project included segmentation of the carrier's subscriber base and prediction of potential churn.

Baykalwestcom is the leading mobile network operator of East Siberia, striving to anticipate customer requirements and stay ahead of competitors. The success of this strategy lies in efficient customer relationship management (CRM) that is a key expertise of CBOSS’ CRM Consulting Division. Seeking for efficient CRM support, Baykalwestcom invited CBOSS experts.

CBOSS’ CRM consulting services are driven by Analytical CRM and Data Mining tools enabling intelligent analysis and processing of the information stored in the carrier's databases.

The experts of CBOSS’ CRM Consulting Division used the tools to segment Baykalwestcom's customer base. Based on the multiple parameters, the customer segmentation allows the identification of non-intersecting subscriber groups with different behavior profiles. Deeply analyzing the resulting data enables analysts to range the groups according to their value and consumption characteristics.

Creating a mathematical model for the segmentation, CBOSS experts calculated subscriber value indices (SVI) for each subscriber in the selection. To provide deeper insight into the subscriber base characteristics, the analysts prepared customer profiles of service consumption. The profiles were created based on service profile indices (SPI) determining the importance of a selected service group for each customer.

The segmentation resulted in recommendations for Baykalwestcom on how to work individually with identified customer segments.

In addition, Data Mining algorithms allowed CBOSS’ CRM consulting experts to detect active customers inclined to stop using Baykalwestcom’s services. Using additional information on these subscribers, such as customer value, service consumption profiles, and customer segments, CBOSS’ analysts identified subscribers worth including in the retention campaign and defined the campaign’s key parameters such as discount type and size, campaign duration, etc.

“CBOSS took a different approach to the segmentation of Baykalwestcom’s subscriber base, which allowed us to improve the efficiency of our customer retention marketing campaigns”, said Svetlana Dimova, Commercial Director at Baykalwestcom. “Moreover, the CRM consulting services helped us considerably decrease the number of suspensions in the most populous segments.”

The CRM consulting project has confirmed CBOSS’ ability and competence to provide not only hardware and software solutions for end-to-end automation of telecommunications businesses, but also a wide spectrum of high-quality professional services.

In particular, CBOSS' CRM consulting services allow telecoms to sharpen competitive edge and improve overall performance. CBOSS' recommendations help carriers achieve their strategic goals, while focusing on target customer groups formed based on deep understanding of customer behavior and value for the company.

CBOSS’ CRM consulting services provides telecommunications companies with such advantages as higher customer satisfaction with services, lower revenue losses caused by suspensions and churn, longer time customers stay with the company, lower service promotion costs, and higher profits due to introduction of new services and attraction of new customers.

17.10.2007

About Baykalwestcom
With GSM-900/1800 and CDMA 2000 1x networks, Baykalwestcom is the largest telecommunications company of Eastern Siberia. Serving more than 1.6 million subscribers in Irkutsk Oblast, the company holds more than 50% of the regional mobile telecommunications market. In September 2003, Baykalwestcom has joined Russia’s top ten largest telecommunications companies. In 2006, it was considered as the second fastest growing GSM operator in Russia.

CBOSS - is a transnational corporation and a world leader in the development of innovative convergent IT solutions for end-to-end automation of telecommunications enterprises, delivering a competitive edge to telecoms on all inhabited continents.

CBOSS Corporation offers the full range of equipment, system and application software and professional services, including consulting, turnkey implementation, technical support, staff training and IT outsourcing, providing telcos with guaranteed operations quality while minimizing operational and capital expenditures.

CBOSS can supply operators, service providers and MVNOs with all components of IT infrastructure and/or services, as well as with full-scale outsourcing options, providing a reliable single point of responsibility.