Briefing Summary:
The marketing team at PCCW 0060 IDD wanted to leverage the mobile channel as a low cost communications method for improving customer retention rates aimed specifically at:
 High usage VIP customers
Customers whose service contracts were nearing end of life
Solution:
Xgate worked with PCCW to devise and deliver a multi-message SMS marketing campaign based on usage patterns and CRM data.
PCCW promoted loyalty by offering free long distance calling or short term service plan discounts based on user profiles. Customers could either reply to the 2-way SMS or call a customer care hotline if they wanted to speak to a PCCW representative directly.
This customer retention campaign proved hugely successful with large volumes of customers contract renewals. Xgate successfully provided PCCW a direct channel of communication via 2-way sms with their customers without heavily impacting budgets or call center resources for initial contact. |