SYSTEM AND METHOD FOR REDUCING CHURN FOR A COMMUNICATIONS SERVICE

• US 20130204682A1
• Filed: 03/06/2012
• Published: 08/08/2013
• Est. Priority Date: 02/03/2012
• Status: Abandoned Application

• Current Assignee: MetroPCS Wireless Incorporated (Deutsche Telekom AG)
• Original Assignee: MetroPCS Wireless Incorporated (Deutsche Telekom AG)
• Inventors: Stachiw, Mark
• Application Number:
  US13/413,429
• Publication Number:
  US 20130204682A1
• Time in Patent Office: Days
• US Class Current: 705/14.14
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A method and system of reducing churn of customers for a communications service provider may include storing account information of a customer of the communications service provider. The customer account information may include customer service plan data and customer history data. The customer account information may be accessed by a computing unit. A total number of points collected by the customer during a time period based on the customer account information may be determined. The calculation may include totaling points associated with the customer service plan data and customer history data. A number of sweepstakes entries the customer achieved based on the calculated total number of points may be determined. The customer may be entered into the sweepstakes with one or more achieved sweepstakes entries for the time period. A sweepstakes drawing for the sweepstakes may be conducted, and a prize may be awarded to a winner of the sweepstakes.

Claims

1. A method of reducing churn of customers for a communications service provider, said method comprising:

storing, by a data repository, account information of a customer of the communications service provider, the customer account information including customer service plan data of a customer service plan and customer history data;

accessing, by a computing unit, the customer account information;

calculating, by the computing unit, a total number of points collected by the customer during a time period based on the customer account information, the calculating including totaling points associated with the customer service plan data and customer history data;

determining a number of sweepstakes entries the customer achieved based on the calculated total number of points;

entering the customer into the sweepstakes with at least a portion of the achieved sweepstakes entries for the time period;

conducting a sweepstakes drawing for the sweepstakes; and

awarding a prize to a winner of the sweepstakes.

2. The method according to claim 1, wherein storing account information includes storing customer service plan data that includes identifying one of a plurality of available service plans of which the customer is currently enrolled, and wherein calculating the total number of points includes applying a weighting factor to the customer service plan data.

3. The method according to claim 2, wherein applying a weighting factor includes using a weighting factor that is larger for a customer service plan that uses a frequency spectrum more efficiently than a customer service plan that uses a frequency spectrum less efficiently.

4. The method according to claim 2, wherein applying a weighting factor includes applying a weighting factor that is higher for a multi-line customer service plan.

5. The method according to claim 2, wherein applying a weighting factor includes applying a weighting factor that is at least in part based on a type of handset used by the subscriber during the time period.

6. The method according to claim 2, wherein applying a weighting factor includes applying a weighting factor that is at least in part based on frequency of handset upgrades by the customer.

7. The method according to claim 2, wherein applying a weighting factor includes applying a weighting factor that is at least in part based on frequency of service calls made by the customer.

8. The method according to claim 2, wherein applying a weighting factor includes applying a weighting factor that is at least in part based on whether the customer has opted in or out of one or more marketing programs.

9. The method according to claim 2, wherein applying a weighting factor includes applying a weighting factor that is at least in part based on an amount of roaming that the customer utilized during the time period.

10. The method according to claim 2, wherein applying a weighting factor includes applying a weighting factor that is at least in part based on an amount of costs utilized to service the customer during the time period.

11. The method according to claim 1, further comprising:

allowing a customer to preselect winnings from the sweepstakes to be credited to future communications services; and

in response to the customer winning the sweepstakes, crediting the customer'"'"'s account with at least a portion of the winnings of the sweepstakes if the customer preselected to have winnings credited.

12. The method according to claim 11, wherein crediting the customer'"'"'s account includes limiting a maximum amount that can be credited to the customer'"'"'s account.

13. The method according to claim 1, further comprising:

enabling the customer to gift winnings from the sweepstakes with an existing customer or a non-customer of the communications service provider; and

crediting an account balance of the existing customer or non-customer as directed by the customer.

14. The method according to claim 1, further comprising:

enabling the customer to gift sweepstakes entries to another customer or non-customer.

15. The method according to claim 1, further comprising:

allowing the customer to select a number of sweepstakes entries to enter into, the sweepstakes for the time period; and

storing a total number of available sweepstakes entries not submitted into the sweepstakes to allow the customer to enter the sweepstakes entries in future sweepstakes.

16. The method according to claim 15, further comprising setting an expiration date for the stored total number of available sweepstakes entries.

17. The method according to claim 1, further comprising:

storing, by the data repository, address information of the customer;

in response to the customer winning the sweepstakes, comparing the stored address information with address information collected from the customer when claiming the sweepstakes;

determining whether the stored address information matches the address information collected from the customer when claiming the sweepstakes; and

if the determination does not result in a match, not awarding a prize from the sweepstakes to the customer,

otherwise, if the determination does result in a match, awarding the prize from the sweepstakes to the customer.

18. The method according to claim 1, wherein storing the customer history data includes storing information indicative of customer in-network and roaming usage, and wherein totaling points includes determining whether the customer has roaming usage greater than a predetermined percentage of total usage time;

and

in response to determining that the customer has a roaming usage greater than the predetermined percentage of total usage time, reducing the total number of points.

19. The method according to claim 1, wherein storing the customer history data includes storing information of previous time periods of the customer being a customer of the communications service provider, and wherein calculating the total number of points includes applying a weighting factor that is at least based on a previous number of time periods of the customer being a customer of the communications service provider.

20. The method according to claim 19, wherein calculating the total number of points includes applying a weighting factor that is at least based on whether the customer has been a customer for a continuous predetermined number of time periods.

21. The method according to claim 20, wherein calculating the total number of points includes applying a weighting factor that is based on at least in part a number of continuous time periods that the customer has not been canceled or suspended.

22. The method according to claim 1, wherein storing the customer history data includes storing referrals of new subscribers during the time period by the customer, and wherein calculating the total number of points includes applying a weighting factor to a number of referrals during the time period to adjust the weighting factor.

23. The method according to claim 1, wherein storing the customer history data includes storing information indicative of the customer being placed on a pre-suspended list, and wherein calculating the total number of points includes applying a weighting factor indicative of the customer not being placed on the pre-suspended list.

24. The method according to claim 1, wherein storing the customer history data includes storing information indicative of the customer upgrading a mobile device during the time period, and wherein calculating the total number of points includes applying a weighting factor indicative of the customer upgrading the mobile device.

25. The method according to claim 1, wherein awarding the prize includes awarding cash to the customer.

26. The method according to claim 1, wherein awarding the prize includes awarding monthly service credits for using the communications services provided by the communications service provider.

27. The method according to claim 1, wherein awarding the prize includes awarding downloads using the communications services from the communications service provider.

28. The method according to claim 1, wherein awarding the prize includes awarding roaming minutes by the communications service provider.

29. The method according to claim 1, wherein the customer service plan is a customer service plan for flat-rate communications services.

30. The method according to claim 29, wherein the customer service plan is further a customer service for prepaid communications services.

31. The method according to claim 30, wherein storing the customer history data includes storing usage of the services provided by the customer service plan data, thereby incentivizing the customer to maintain a current level of services usage.

32. The method according to claim 30, wherein calculating a total number of points includes calculating the total number of points at least in part as a function of the usage of the services provided by the customer service plan data

33. The method according to claim 30, wherein calculating the total number of points includes applying a weighting factor that has an inverse relationship with the usage, whereby less usage of the services is provided with a weighting factor that results in more points.

34. The method according to claim 30, wherein storing the customer history data includes storing usage of the services provided by the customer service plan data, thereby incentivizing the customer to decrease a current level of services usage.

35. The method according to claim 30, wherein calculating the total number of points includes applying a weighting factor that has an inverse relationship with network resources offered by a service plan, whereby fewer network resources offered by a service plan as included in the customer service plan data results in more points.