An Omnichannel Campaign Management Platform for an Etisalat Group Company

The Institution

PTCL, an Etisalat Group Company, and a Public Interest Company (PILSC) is the backbone of communication infrastructure in Pakistan, serving a diverse range of market segments.

The Gap

With a customer base of over 2 million, and an extensive reach across the country, PTCL required a cutting-edge solution that could streamline its operations, enhance customer engagement, and further drive business growth.

The Technology Intervention

In 2018, PRISM an omnichannel campaign management platform was deployed at PTCL. It provided a bi-directional symbiotic communication channel to proactively engage the customers. The platform enabled PTCL to create customer profiles, analyze their data and aggregate it into actionable intelligence. PTCL was able to enhance the customers’ data through KYC campaigns, establish a robust electronic bill delivery mechanism, and launch tailored promotions and synchronized marketing campaigns. In addition to cost-effective business operations.

The Transformation

• • Established a robust platform for financial transactions and customer communications, ensuring a more responsive and customer-centric approach
  • Cohesive promotion of services facilitated increased upsell and cross-sell revenues, driving higher profitability
  • Unified and strategically designed promotional services helped PTCL enhance customer loyalty, reduce churn rates and foster long-term customer relationships
  • Achieved sustainability and Triple Bottom Line – people, planet, and profit – by promoting sustainability through reduced paper usage and enhanced customer engagement