Sprint races ahead
The Client
Sprint Telecom
Sprint offers an extensive range of innovative communication products and solutions, including global IP, wireless, local and multi-product bundles.
A Fortune 100 company with more than $27 billion in annual revenues in 2004, Sprint is widely recognized for developing, engineering and deploying state-of-the-art network technologies, including the United States' first nationwide all-digital, fiber-optic network; an award-winning Tier 1 Internet backbone; and one of the largest 100-percent digital, nationwide wireless networks in the United States.
Project Deployment Summary:
The e-Business Solution Sprint has implemented, includes Incentive Compensation System for its sales force and incentive analysts. This system provides sales force with information regarding new customers and revenues matrices that include summaries of revenue by state and payment.
Prior to using this solution, Sprint was printing 7-11 million pieces of paper a month and delivering stacks of boxes of paper to two separate locations, taking one person 35-45 minutes to distribute the sets of reports to each location. With Sprint's use of the new application they have eliminated the entire manual distribution process and now the information is delivered via a browser to the employee’s desktop. Sprint uses a Solaris operating system and a Microsoft IIS Web server. Sprint also uses a centralized LDAP directory.
The Challenges
- Sprint incentive analysts can more accurately identify anomalies in the billing, so Sprint can recover revenue they may have otherwise lost.
- Salespeople now receive their commission statements electronically; the system has eliminated the three to four day waiting period for the information.
- Salespeople can also more accurately forecast and determine new sales channels.
- To help sales and customer service professionals to proactively identify customers vulnerable to churn, deliver highly-targeted marketing offers designed to retain them, and increase their lifetime value.
Business Benefits, Technical Differentiators
Interactive content capabilities such as aching, smart searches, sorting & analysis have reduced calls & complaint rates of the call centres.
Reduced turn around time for the receipt of payments from customers
Customer churn rate has seen a major reduction
Web architecture, has enabled every distribution of bills & billing information to customers, as well as internal finance & sales team & customer management team.
Design and execute loyalty and retention marketing campaigns, based on predictive churn scores
Employees are better able to identify opportunities, cross-sell and up-sell business services. Campaign effectiveness has been enhanced, and plans are in the works to develop similar capabilities for the company’s consumer sales efforts, which will help Sprint lead the way in selling the next generation of Telecom services.