Dormant Customers
Goal
This campaign intends to identify customers that potentially will leave the service and give them incentive to stay, thus decreasing churn rate.
How
Identifying dormant customers that do not use service for more than x days and give them an incentive.
Scenario
The customer doesn’t have any activity in the last 60 days. When he finally uses the phone, an incentive is sent.
Trigger
60 days without activity, customer turns the phone on.
When this condition is met, ACM sends a SMS with a recharge incentive. The SMS will invite the customer to recharge with a certain amount within a specific time-frame.
Notification
Recharge with a certain value in a limited time-frame.
A bonus is awarded if the customer answers positively to the incentive (within the suggested time-frame). In the example the bonus is 20% of the recharge amount.
Bonus
Give 20% as a bonus if recharge is done within time-frame.
If the customer doesn’t recharge within time-frame, a reminder SMS will be sent on the 5th and 10th day.