O2
CRM

Challenge & Solution

The telco is quite volatile due to USP. So how do we become a mobile customer & digital champion, increase satisfaction & loyalty in times of GDPR, decrease churn, increase ARPU and increase profitability? By leaving the old fashioned way, that brand experiences are shaped by products and services only. One size doesn't fit all any longer.

We needed to create a CRM with realtime data on most personalized ways to directly communicate through loyalty channels to O2's customers. The behavior-drive loyalty program was born. From "delay through email" to "realtime through app". From "monetary rewards" to "experiential rewards". From "rational" to "emotional". And from "fear of using data" to "joy of using data". Based on the digital interests of users we developed scalable, personalizable journeys (pattern-based) for all kinds of occasions to bring back real benefits. The first realtime-based CRM & loyalty program which communicates through an awesome app!

Responsibility:
- Digital Strategy
- Tech & logic
- Consultancy
- Partnerships