Lumata provides predictive customer value management solutions to help telecommunications operators maximize customer retention and lifetime value. Their platform uses data and predictive analytics to understand customer behavior and establish 1:1 relationships. It combines real-time predictive analytics with trigger-based campaign management tools to instantly target retention, ARPU stimulation, and loyalty campaigns. Case studies show Lumata programs achieving 30-50% participation rates, 6-8% ARPU increases, and 30-40% increases in customer satisfaction scores.
3. What we do
At Lumata, we have demonstrated long-running
marketing expertise in retention & loyalty
program design;
And powered by the Lumata Expression for
Operators platform, we provide proven
End-to-End best-practice marketing solutions.
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4. What we do
Using data & intelligence at the centre to understand
and anticipate consumer behaviour,
Lumata enables operators worldwide, establish a true 1:1
relationship with their customers and achieve optimum
customer retention and maximise lifetime value in a highly
competitive and rapidly evolving market.
5. How we do it
The Lumata Expression for Operators is a unique
combination of real-time predictive analytics and trigger
based campaign management tools, designed to action
highly targeted retention, ARPU stimulation and/or loyalty
campaigns instantly. Using cutting-edge technology,
Lumata Expression for Operators can be deployed
rapidly; and coupled with the analytical approach to
customer engagement, ensures optimal return on
investment is realised quickly.
6. Our Story
We invest in technology innovation
“Lumata acquires ACT750, enhancing product leadership for
telecom operators with best-in-class customer base
management solution”
• Leader in proven loyalty marketing • Best in class base management platform
programs • Predictive analytics
• CRM analytical driven marketing solutions • Next generation technology
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7. Our story
Our technology
platform and analytics
Highly flexible, carrier grade
technology platform connected
to over 120 operators
Proprietary real-time predictive
analytics and trigger based
decision making engine at the core
Deepest CRM & analytics
experience in the mobile
marketing space
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8. Our story
Our global reach
• London
• Paris
• Grenoble
• Marseille
• Munich
• Madrid
• Milan
• Moscow
• New Delhi
• Singapore
• Sydney
200+ technologists, 150+ mobile marketers, 10 years of experience, Market Leader
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11. What we do
We provide solutions covering the entire
customer journey
Goal: Building a long term relationship with every customer
Concept Creation Customer Acquisition: Customer Development: Customer Retention:
Incentivise and create Develop customer value Reward and retain
value for new customers valuable customers
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12. What we do
End to end solution offering
• ATL Program design
• BTL campaign design
• Marketing consultancy
• self-learning predictive
analytics
(churn, usage, spend) marketing services
• reward optimisation
predictive analytics
&
intelligence
• High performance
software
technology • 500MillionCDRs/
10hours/Site
• Java based Real-Time
Processing Rule Engine
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13. What we do
We provide solutions across the entire customer
lifecycle
develop maintain retain @risk
ATL Broad-based
marketing programs Large scale ATL marketing programs
BTL 1:1 targeted
campaigns
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14. Our Process
We use actionable predictive analytics
What’s the
right offer
Who’s at
risk ?
Sure things
Lost causes Sleeping Persuadable
dogs
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15. Our process
Real-time predictive offering
Objectives: Use Predictive Analytics to
improve sales, engagement, and Winback predicted
retention Awake predicted
“voluntary churner”
Do nothing
“persuadable inactive”
Don’t try to retain things”
“sure
• Embedded with Campaigns Maximise revenue“lost causes”
to
“persuadable upsell”
Management module
Real-time
Offering
• Intelligent Self-Learning management
• Real-time contextual business rules
and patterns management
Predictive
Scoring
Live
Analytics
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17. Our process
Revenue development solutions
Objectives: acquire customers,
increase ARPU, stimulate upsell,
cross-sell and stimulate new service
adoption
• Upsell & cross-sell
• Micro segmentation approach
• Predictive analytics on usage and
spend
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18. Our process
Base management solutions
Objectives: engage & stimulate
usages; stimulate services up-sell;
cross-sell and stimulate new service
adoption
• End to End Solution: from analytics
to Operation
• Fully automated and real-time
solution (including usage
processing)
• Prediction Management
• Campaigns Management
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19. Case studies
Lumata program results across all operators
30%-50% 20% 75%
unique participants on decrease in churn rate of Would recommend the
eligible customers participating customers program in the future
8%-14% 35% 60%-80%
ARPU increase on increase in CSI of declared that Operator
participating customers participating customers Brand awareness has
improved thanks to this
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21. Case Studies – M-Coupon
Orange Wednesdays
Building brand equity through film partnership,
while rewarding high value customers
Results
Most successful programme for mvouchering
across Europe - in its 7th year, 50Mn vouchers
delivered across 6 ‘Orange’ markets
Drive churn reduction, change long term film
viewing behaviour & drive incremental footfall
(UK analysis)
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22. Case Studies – Recharge & Win
Telecom Italia
Innovative, real-time marketing
rewards for TIM’s 25Mn customers
Results
With 2Mn+ redemptions, driving
strong ARPU uplift and CSI scores
Payback within the 1st quarter
of launch.
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23. Case Studies – Prepaid Loyalty
Telecom Malagasy
Real-time Prepaid Mobile Loyalty Program and
Community Offers for 1Mn prepaid subscribers
Results
15% churn reduction and a notable ARPU uplift
across the subscriber base
Higher satisfaction and stickiness of “Ye’low”
prepaid customers
Payback within the 1st quarter of launch.
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24. Case Studies – Prepaid Stimulation & Retention Programs
Orange Ivory Coast
Convergent End to End Retention & Revenue Mgt.
solution to Win back dormant subscribers, prevent
churn & increase ARPU of active subscribers
Results
Winback dormant subscribers and increase ARPU
by 25 to 40% (of previous ARPU)
Double ARPU of re-activated subscribers
Significantly increase tenure of the base
Payback within the 1st quarter of launch.
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25. Case Studies – Surprise & Delight
MTS Russia & CIS
A complete loyalty program launched in 2008,
rewarding customer based on network usage and
spent
Results
12 Mn program-active customers out of 68 Mn MTS
total base
Minimum spending increase (5USD) to get a prize.
High amount of interaction with regular telecom
and non-telecom prizes distributed
Reduce churn & increase customer Usage
26. Case Studies – CoBranded M-Vouchering
Orange UK - EAT
Orange customers could go into any EAT store, tap
their NFC enabled device against a poster, spin
the wheel of fortune on their Orange device to
get a free gift from EAT
Results
Customers feel rewarded for their loyalty from
Orange all the while getting educated to NFC
usage.
Thru the underlying Gamification marketing
concept this Orange program was perceived as
differentiating and innovative, and increase CSI
and brand perception.
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27. Case Studies – Convergent Base Mgt.
Telecom Malagasy
Convergent End to End Retention & Revenue Mgt.
solution to increase share of the wallet in Multi-
SIMs environments with micro targeted offers.
Results
40% campaign return rate
After 4 weeks increase ARPU up to 80% on
stimulated subs. (of previous ARPU)
Broadly continue sustaining customer loyalty to
the operator network
Strongly contribute to rapid adoption of M-money
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28. Case Studies
And many more worldwide…
30-50% 6-8 %
unique participants on ARPU increase on
eligible customers participating customers
30-40% >80%
increase in CSI of of participants are
participating customers satisfied with the
promotion
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29. Case Studies - Gamification
Telefonica O2
30-50% 6-8 %
unique participants on ARPU increase on
eligible customers participating customers
30-40% >80%
increase in CSI of of participants are
participating customers satisfied with the
promotion
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30. Case Studies - Gamification
T-Mobile
30-50% 6-8 %
unique participants on ARPU increase on
eligible customers participating customers
30-40% >80%
increase in CSI of of participants are
participating customers satisfied with the
promotion
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31. Case Studies - Gamification
Proximus
30-50% 6-8 %
unique participants on ARPU increase on
eligible customers participating customers
30-40% >80%
increase in CSI of of participants are
participating customers satisfied with the
promotion
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32. a global leader in operator retention & loyalty
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§ More questions ?
Please visit : www.lumata.com
Email. contact@lumatagroup.com
Tel. +44 20 7613 8900
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