Digital Mission

Support and Enable Diverse, Connected Communities

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Customer Churn Analysis and Management

Current Situation

Retaining customers less expensive than acquiring new customers; customer attrition based on price, available options, and regulations; cloud and IP-based competition increased the scope of available options

Goals and Objectives

Provide descriptive and diagnostic analysis that tells why customers churn and predictive analysis that can identify potential future churn and help operators fix issues and improve the customer experience proactively

Technology Deployed

Multiple operation tools that are employed; network sensors, customer user interface tools, the onboarding and service delivery process; data analytics and AI/ML offer predictive analysis to rectify problems and upsell new services

Use Case Summary

Applying ML models to predict churn; apply discounts and upsell with new offers and one-time short-term discounts to retain customers

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