Telecommunications Operator
Cutting Subscriber Churn with Predictive Analytics
How real-time subscriber intelligence turned reactive retention into a proactive, revenue-protecting program.
32%
Reduction in Churn
2.1M
Events Processed / Day
8 wks
Time to Launch
This operator's retention team was always one step behind — by the time a subscriber called to cancel, the decision had already been made. We partnered with them to replace reactive retention with a proactive, data-driven program.
The Challenge
Subscriber churn was trending upward and the retention team had no way to know who was at risk until it was too late. Retention offers went out to broad segments instead of the customers most likely to leave, wasting budget without moving the needle.
Our Approach
We built a real-time subscriber intelligence platform that ingests usage, billing, and network event data, then scores every subscriber's churn risk daily using a model trained on 18 months of historical behavior. Risk scores feed directly into the retention team's workflow, triggering personalized offers automatically for high-risk, high-value subscribers.
- Streaming ingestion of network & billing events
- Daily churn-risk scoring model
- Automated, tiered retention-offer triggers
- Real-time operations dashboard for the retention team
Technologies Used
The Results
Within the first two quarters after launch, the operator saw a measurable drop in voluntary churn and a healthier allocation of retention budget toward the subscribers who actually needed it.
This platform gave our retention team a superpower — we finally know who's at risk before they call to cancel.
VP of Customer Operations, Telecommunications Operator client
Ready to Write Your Success Story?
Let's talk about your data challenge and how we can help solve it.
Discuss Your Project