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African Telecommunications Company

Case Study

How we helped drastically reduce mobile communication company’s churn.
This partner is one of South Africa’s leading mobile communications companies, providing voice, messaging, data and converged services to over 55 million customers.
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Challenges

They had a high churn rate. Once customers reached the end of their mobile contract, they historically moved to other products.

They had one existing business partner assigned to their customer cancellations campaign. They had no benchmark to compare results.

Our Solution

Data Science

Ignition developed scientific engagement techniques utilising multiple source data supplied by our data science team.

Building Trust

By deploying these techniques, we were able to build trust with our partners customers through our contact centre.

Understanding The Customer

This trust led to a greater understanding of customer pain points, allowing us to propose a bespoke solution to each customer

Risk-Free Modal

We provided a risk-free model to them, meaning we only got paid for every successful call.

Our Results

0 %

of calls resulted in customers staying or extending contracts

Over 60%

increase in volume of business

The success of this campaign has enabled us to scale our contact centre agents for this campaign from 15 to 150 over an 18 month period.

Ignition are leaders in customer acquisition. They have achieved excellent results as a trusted sales and marketing partner. Ignition are leading edge from a technology standpoint, leveraging proprietary technology to create results that we could not have achieved on our own.
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