Multinational telecom company

The client is a British multinational telecommunications giant. It operates both on B2B and B2C markets providing broadband and mobile services and data cloud solutions.

The company needed to improve their omnichannel customer communication process to attract and retain more clients with transparent communication from all employees across all channels.

Pega CDH was used by the MD Cloud team to create a global program across markets called Always On Marketing (AoM).

To generate more value out of the client’s customer base and improve communication across channels, the AoM project was a marketing transformation project that is turning human-based campaign processes into trigger-based contextual marketing based on Pega Customer Decision Hub.

Now, this is an always on “single marketing intelligence” that orchestrates the right offer, on the best channel, with the perfect communication for each customer based on real-time data. As a result, the company could improve customer communication which led to the following goals achievement:

• Blueprint for overall group Customer Value Management architecture
• Linked related Group programs
• Gormed group best practices
• Facilitated re-use across markets to significantly reduce implementation costs
• Enforced governance to help ensure that local markets comply to Group architecture, follow agreed best practices and re-use assets wherever possible.