Chess Communications Selects Portrait Customer Analytics to Identify Churn Propensity and Further Increase Retention Rates

Norway’s fastest growing telco to combine Portrait Customer Analytics with Portrait Campaign Manager

Henley on Thames, 11, November 2009 - Portrait Software, a leading provider of insight-driven customer interaction software, has been selected by Chess Communications to provide Portrait Customer Analytics. TeliaSonera Chess, part of the world’s 8th largest telco group with millions of subscribers throughout the world, combines Portrait Customer Analytics (PCA) with Portrait Campaign Manager(PCM) to directly link predictions of customer churn with customer retention marketing. The seamless integration between customer modeling and customer communication management were key to winning the contract in September this year.

“Chess is a lean organization - we needed an analytics capability that is easy to use and would enable us to quickly and efficiently develop models in a rapid, highly interactive environment. Our non-technical staff can use the Portrait solution without significant investment in training or re-training,” said Ernst Fredrik Nygaad, CRM Manager, Chess Communications. “Moreover the integration with Portrait Campaign Manager further streamlines the process from data modeling to campaign execution. This is a unique capability that will enable us to be more efficient, improve ROI and further reduce churn.”

Chess has been using PCM since 2007 and has moved from time consuming manual tasks to automated, structured and measurable campaign management. It has been successful in automating inbound and outbound communications and achieving mass personalization of its campaigns, resulting in vastly improved retention compared to the industry average. However, Chess determined that a more sophisticated data mining capability, provided by Portrait Customer Analytics, would take customer insight to the next level and enable easy identification of the most profitable customers and those most likely to churn.

“We are delighted that Chess has extended their marketing platform to include PCA. Chess is an extremely innovative organization; as identified in the recent Forrester report ‘The Intelligent Approach to Customer Intelligence’ most organizations struggle to leverage customer data to boost business performance,” commented Kieran Kilmartin, Group Marketing Director, Portrait Software. “Our expertise in this area, together with the power of the technology will enable Chess to further improve customer retention and remain profitable in a highly competitive market, he added.”