The Decision Moments dashboard within the Paywizard Agile platform provides the ability to monitor the progress of subscribers through each stage of their customer journey.
Over-the-top service gains customer-centric approach from Paywizard platform
NHK Cosmomedia Europe (NCME), an affiliated company with Japanese public broadcaster NHK, has selected the Paywizard Agile platform to provide an end-to-end subscription, customer relationship management (CRM) and billing solution for JSTV-i, NCME’s flagship over-the-top (OTT) service.
Paywizard provides NCME with a single customer view from the Decision Moments dashboard within Paywizard Agile, enabling NCME to track and analyse subscriber behaviour from all angles. The Decision Moments dashboard provides the ability to monitor the progress of subscribers through each stage of their customer journey in a “more seamless way than ever before”, allowing them to structure targeted marketing activity and customer engagement at each particular stage.
Jin Imaizumi, deputy managing director, NHK Cosmomeida Europe, said: “Having used the MyPaywizard solution for a number of years to manage some of our core business functions, such as micro-payments and customer service management, Paywizard was the perfect fit when looking for a next-generation CRM solution to support our European OTT service.
“As a trusted partner for nearly a decade, Paywizard understood our challenges and the specific needs we faced in preventing churn and increasing customer engagement. The team worked collaboratively with us to identify the steps needed and were able to seamlessly support our migration to the Agile platform. The end-result is a set of powerful subscriber management tools, like the Decision Moments dashboard, that have revolutionised our business model.”
NCME also benefited from Paywizard’s experience and heritage in supporting pay-TV customers to deliver hybrid functionality across OTT and direct-to-home (DTH), with the latter working alongside its partners, Ericsson and Conax, to deliver subscriber management as part of a secure playout solution.