Improved customer campaigns

Use case: Improved customer campaigns


A leading multinational telecommunications company needed to improve the success rate of its customer campaigns for cross-selling and up-selling products and services.


  • Customer campaigns were sent through multiple systems, using various sources of data and different rule sets, resulting in missed sales and marketing opportunities
  • A lack of centralized campaign decisioning caused inconsistent and sometimes recurring messages to customers
  • Inability to understand and evaluate the customer experience resulted in ineffective offers and messaging


  • Defined customer attributes to better categorize campaign offers
  • Implemented a centralized decisioning engine to configure and send campaigns based on customer attributes
  • Consolidated numerous system integrations for products and services, customer data, and customer activity into one view



  • Transformed the entire customer campaign process by reducing all manual intervention
  • Reduced campaign creation time from 10+ days to under one week, a 50% improvement
  • Centralized decision-making and customer marketing
  • Enabled upwards of $4.5 million in cost savings over two years


About BIG

Bits In Glass is an award-winning software consulting firm. We combine our deep industry expertise and experience with the best names in technology to provide innovative solutions to your unique business challenges. Our expert consultants excel at solving complex technical problems across industries and verticals, specializing in healthcare, financial services, insurance, and the public sector. Let us help you improve operations, drive better customer experiences, and return more to your bottom line.

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