Cellular South Calls on Neolane to Improve Up-Sell Capabilities and Increase Customer Retention

NEWTON, Mass.--(BUSINESS WIRE)--Conversational marketing technology provider Neolane, Inc. today announced that Cellular South, the largest privately held wireless provider in the U.S., is its newest telecommunications customer.

“Additionally, Neolane supports the ability to unify inbound and outbound marketing strategies, which is an important element in the marketing maturity curve. Cellular South will now be able to present consistent offers to customers and prospects regardless of channel in order to effectively boost up-sell and cross-sell, and reduce churn.”

Cellular South selected Neolane for its proven capabilities in empowering organizations to build and sustain one-to-one lifetime dialogues across both inbound and outbound channels. With Neolane, Cellular South gains a centralized system to deliver the best marketing offers across all interactions and touch points in the customer conversation, including call center, email, SMS and point of sale, in order to support retention and up-sell goals.

Cellular South is taking advantage of several core applications within the Neolane platform: Campaign Management, Marketing Resource Management and Interaction Management. With a common user interface and centralized database, agents will be able to initiate more valuable conversations with customers by making the most relevant cross-sell and up-sell offers based on usage history and activity patterns such as plan overages or service issues. Neolane’s flexible Mid-Sourcing^TM deployment model ensures tight integration with Cellular South’s CRM system, agent desktops and point of sale system, and provides low cost of ownership benefits.

“We’ve made several recent technology investments including our new CRM system and agent representative tools to provide the best customer experience possible. Selecting Neolane as the platform to power more personal, relevant customer dialogues is another step in that direction,” said Greg Latour, senior vice president of strategic development for Cellular South. “Neolane’s flexible deployment model and web services architecture allow for rapid integration with our existing CRM system without draining technology team resources, resulting in a low overall cost of ownership. Neolane proved itself as a solid cultural fit, not only from a technology perspective but also based on its experience in the telecommunications industry.”

One of the applications being used by Cellular South is Neolane Interaction, which provides real-time personalized offer and content management, dynamically serving up the right offer to the right person at the right time, no matter how the customer interacts with the wireless provider – via email, SMS, a kiosk at a point of sale, or call center. Neolane Interaction enables Cellular South to coordinate multiple offers consistently across multiple channels – both inbound and outbound – using one single business rules engine. Neolane Interaction keeps a history of offers made and received, and can use that data to improve the relevance of future offers. It also incorporates analysis and reporting tools to help marketers understand which offers are most effective.

“Neolane has strong experience in the global telecommunications industry and we understand that competition for brand loyalty and customer engagement is fierce. That’s where the benefits of our conversational marketing technology come in, particularly the ability to build and sustain one-to-one lifetime dialogues that drive revenue,” said Stephan Dietrich, president, Neolane, Inc. “Additionally, Neolane supports the ability to unify inbound and outbound marketing strategies, which is an important element in the marketing maturity curve. Cellular South will now be able to present consistent offers to customers and prospects regardless of channel in order to effectively boost up-sell and cross-sell, and reduce churn.”

About Cellular South

Cellular South is a diversified mobile communications company passionately committed to helping customers get the most out of their wireless devices and services. The nation’s largest privately owned wireless communications provider accomplishes this goal by optimizing customers’ app experience through Discover Apps, providing the most reliable and advanced high-speed nationwide wireless voice and data network, offering industry-leading family and unlimited flat rate voice, text and mobile web plans, and through its online and in-store Discover Centers, which give customers easy, simple and convenient tools, tips, advice and information on how to get the most out of their mobile phone. For more information about Cellular South and its products and services, visit www.cellularsouth.com. Follow our news on Twitter at twitter.com/cellularsouth. Find us on Facebook at www.facebook.com/cellularsouth to learn more about our wireless services.

About Neolane

Neolane provides the only conversational marketing technology that empowers organizations to build and sustain one-to-one lifetime dialogues, dramatically increasing revenue and marketing efficiency. Born digital, with best-in-class email and inbound-outbound channel fusion capabilities architected into a single code-based platform, marketers achieve results in record time. Neolane is easy to use for both power and casual users, but powerful enough to drive the most sophisticated marketing strategies. Future proof, Neolane has a track record of enabling its customers to adapt to new customer engagement challenges and exploit opportunities more quickly than their competition. Neolane is used by more than 300 of the world’s leading companies including Sony Music, Alcatel-Lucent, Orange, Sears Canada and Sephora. Visit www.neolane.com and read our blog The Cross-Channel Conversation.