Use Case - Defining customer engagement policies
2 Tasks
1 hr
Scenario
The project team has imported the actions and web treatments and built their associations. Now the business is ready to build group-level and action-level engagement policies.
In the initial phase of implementation, all decisions occur at the Subscription level, and there are no Account-level or Household-level decisions.
Detailed Tasks
1 Other details
- The business shares the following common requirements with you:
- Inactive subscriptions of an account must not be eligible to receive any actions. Use the Is active subscriber field at the subscription level for the eligibility condition.
- Prospect customers must not be eligible to receive any actions. Use the Is customer field at the account level for the eligibility condition.
- Only individuals (not an account or household) can receive subscription actions. Use the Customer type field at the account level for the eligibility condition.
- The business shares with you the following common requirements for Sales actions (Upsell and CrossSell) group:
- None of the subscriptions of an account are suitable to receive sales actions if the account is in collections. Use the account-level Collections status ("0" is "false", "1" is "true") for the suitability condition.
- The business shares the following action-specific requirements with you:
Action Detail Conditions Early Upgrade Special
The business wants to offer benefits to subscribers that are nearing the end of their contract with three months of free TV subscriptions on renewal.
The action should be applicable for subscriptions that are nearing their contract end date (Contract days until end) between 7 and 21 days. (7 and 21 included)
Samsung Galaxy Buds
The business wants to sell Samsung Galaxy Buds to subscribers who use Android devices.
The action should be applicable for subscriptions that meet the following criteria:
Device type is equal to Handset
and
Device os is equal to Android
and
Device name is equal to any devices except iPhone and Google PixelApple AirPods Pro
The business wants to sell Apple AirPods to subscribers who use iOS devices.
The action is applicable to subscriptions that meet the following criteria:
Device type is equal to Handset
and
Device os is equal to iosProtect Your Device
The business wants to encourage subscribers to take their Device insurance, particularly those subscribers with valuable devices.
The action should be applicable for subscriptions that own a device with a Device age of less than or equal to 24 months.
Download Mobile App
The business wants to encourage subscribers to use the Self-Service App to reduce traffic to the Call Center.
The action is applicable to subscriptions that have not downloaded the mobile application. Use the Is app downloaded flag for the condition.
Free Premium Handset
The business wants to encourage subscribers currently on a Prepay contract with a large monthly outlay to sign a premium post-pay contract.
Only applicable for prepaid subscriptions (use the Is PP customer field) with a 6-month average top-up amount of USD 50 or more (use the PP top up amt 6 mth avg field).
Only suitable for subscribers with a PreToPostPropensity greater than or equal to 0.7 (70 percent).
2 Acceptance criteria
- Engagement policies for All Issues - All groups are defined.
- Engagement policies for the following groups are defined:
- Retention – Mobile group
- Selling – Upsell group
- Selling – Cross Sell group.
- Engagement policies for individual actions are created.
Available in the following mission:
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