Chordiant Software
20400 Stevens Creek Boulevard
Cupertino, CA, 95014

http://www.chordiant.com


Product Name: Chordiant Decision Management

Chordiant’s Decision Management helped a large wireless provider talk to its customers directly about what they wanted and needed. It had the effect of making the interaction very personable and manageable, with all the information needed in one place. The client has seen its response rate of less than two percent increase to over 50 percent with inbound micro DM combined, with an impressive sales conversion rate of 56 percent; for certain products, even the rates were even higher, and a single-day conversion rate peak at 64.1 percent. Return on investment (ROI) was projected at 2,500 percent, based on current results. Closed-loop reporting also indicated three percent average revenue per user (ARPU) uplift, not including customer retention benefits and customer experience measures. The wireless provider has also abandoned its average handling time (AHT) measures in the call center, focusing on quality over quantity. The prediction process now takes one-seventh of the time it used to.