75 percent reduction in data-processing time Facilitates Smarter Communications eircom gains deep insights into customer experience 75 percent reduction in data-processing time Facilitates inter-departmental co-operation between analysts of all levels – enhancing understanding of churn Improved customer satisfaction drives a six percent reduction in churn on key customer journeys Business challenge: eircom, Ireland’s leading communications service provider, wanted to better understand the reasons behind customer churn. To achieve this objective, eircom needed to in-source its analytics – enabling it to react quickly to market changes and cut the business risk of losing customers to competitors. The Smarter Solution: Working with IBM® Premier Business Partner Presidion, eircom implemented IBM SPSS® predictive analytics software. By analysing unstructured data from customer surveys, eircom was better able to understand the root causes of customer churn. “Thanks to IBM SPSS, we can now rapidly identify the causes of customer churn, and take action to mitigate them – increasing our competitiveness.” —Anthony O’Neill, Director of Planning, Insight and Analytics Solution Components IBM® SPSS® Modeler IBM SPSS Collaboration & Deployment Services IBM Business Partner: Presidion YTP03185-IEEN-00 1