Oi: Driving Customer Retention and Increasing Profitability

Oi, the largest telecoms operator in Brazil, delivered significant improvements in customer retention and Average Revenue Per User (ARPU) while reducing retention costs using Pega’s Marketing application. In this short video, Ricardo Santos, Senior Manager for Customer Retention, Oi describes how they achieved these tremendous results in their first year:

  • Generated $140 Million in incremental revenue, achieved through
    - 10% reduction in churn
    - 30% reduction in average retention discount
    - 55% increase in sales revenue through the customer service channel

  • Achieved an incredible degree of simplification – moving their agents from twelve systems and forty five screens to retain and sell, down to one Pega system.


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