Set-top box and multiscreen entertainment software firm 3 Screen Solutions (3SS) has partnered with NPAW, a provider of video business intelligence and predictive analytics, to create a new customer intelligence platform promising clients reduced churn and higher revenue per user.
The deal integrates NPAW's analytics platform with 3SS's '3Ready Product Framework', and the resulting 'Insights-Driven Personalized User Retention Solution' tracks subscriber satisfaction levels in real time, helping retention and promoting loyalty through informed, customer- and device-specific marketing and subscriber relationship campaigns.
Ferran Gutierrez Vilaró, CEO and co-founder of NPAW, comments: 'If a subscriber has had any unsatisfying experiences with a service, by the time the operator typically becomes aware of it, it may already be too late to say sorry... We're equipping operators with a system that flags churn risk early on and triggers mitigating actions to positively influence the user's decision-making; real-time analytics ensures these measures are informed, personalized and attractive, so the operator has a better chance of preserving the relationship'.
Users can segment their user base according to the level of churn risk, based on instances of service and/or experience problems including playback issues such as buffering and 'sluggish zapping' over time: this quality of experience metric is then paired with usage data to provide the churn probability assessment. Pay-TV providers can then use '3Ready' to take personalized action to try to prevent the viewer from unsubscribing. The latter also includes automation and A/B testing capabilities allowing users to experiment with new features and offers.
Pierre Donath, 3SS CMO & CPO says the integration 'gives the operator holistic customer understanding', explaining: 'With service quality analytics, usage data, real-time awareness of each user's satisfaction, and experience management capabilities, the service provider has much better knowledge of what's needed to achieve operational excellence and win the heart of every customer'.
NPAW has offices in Barcelona and New York; 3SS in Stuttgart; and web sites are at www.3ss.tv, www.3ready.tv and www.npaw.com .
All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.