Multicanal is one of the leading Cable TV
companies in Latin America with over 1,000,000 customers on a network of
approximately 30,000 km in Argentina,
Uruguay, and Paraguay.
Challenge
- Needed to integrate hundreds of systems as the result of more than 100
acquisitions
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Needed to gain subscribers through proactive measures
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Wanted to avoid countless manual updates of business information residing in
multiple systems
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Unable to notify call center of outages by actual network structure or
conditions
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Difficulty converting illegal customers into paying ones and recouping late
fees
Solution
CertaLogic Certa Platform-enabled solution
Results
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Integrated all systems into a single network model
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Improved acquisition marketing campaigns by 70%
- Improved theft recovery efforts resulted in 26% increase in
incremental revenues
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Improved standard “claims-to-customer-base” ratio by 30%
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Avoided 5,000 claim calls per month for magazine/invoice receipt to the Call
Center
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Improved effectiveness of loyalty promotions by 50% in 18 months and reduced
churn analysis time by 50%
- Reduced customer churn from 30% to 12%
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Gained efficiencies, serving 35% larger area with same number of street crews
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Streamlined operations, saving approximately 4,000 to 7,400 person-hours per
year on alert detection
