Client risk management

Slovak Telekom, formerly T-Mobile Slovakia, is a leading telecommunications company providing mobile voice and data services. The company continuously works to expand and improve its service portfolio, speed up customer service, broaden its sales channels and introduce the latest technologies.

Slovak Telekom decided to develop a new customer risk management system based on a centralised online platform. The aim was to reduce losses caused by involuntary customer churn and lower the rejection rate associated with the previous black-and-white classification of customers through a blacklist. This would also support the acquisition of new customers.

The new system introduces a risk-based approach to customer segmentation. Depending on the segment a customer belongs to, they are offered services and products with the appropriate conditions and restrictions.

The system also enables real-time monitoring of customer risk factors, supports timely action to reduce risk and allows risk management rules to be adjusted flexibly through the application settings. It is also designed to integrate additional external data sources in the future.

SOFTEC was initially responsible for the analytical phase of the project. Following its successful completion, SOFTEC was also selected to implement the system.

Thanks to the new solution, Slovak Telekom can assess customer risk more accurately and comprehensively, use information from multiple sources in the evaluation process and tailor its offers accordingly.