[Case Study] How a huge Polish telecom reduced client churn by 20% in 6 months

Learn how AI can be harnessed to decrease client churn in 6 months.

During the pilot, we were able to beat the goals almost twice, saving our client over $39k every month and much more than that after rollout – and that is not taking into account the cost of acquiring customers in place of those that left for competition. After full system rollout, our client ended up with more than 10x return on their investment.

In addition to direct savings from the implementation of our solution, our client enjoyed other benefits, including the focus on customers, company-wide AI implementation, and the introduction of Agile and DevOps.

The focus on the customer instead of the abstract concept of Revenue Generating Unit clarifies how the company as a whole is perceived by customers; our telecom is no longer looking at “internet numbers” separately from “tv numbers”. It’s important to realize that for a customer it doesn’t matter what department they work with, if they’ve had bad experiences with one service, they aren’t likely to choose another one from the same provider.

Artificial Intelligence was implemented company-wide. Predictions using machine learning models are used not only in sales & retention but also in other departments, for example, to determine which pieces of infrastructure should be upgraded to prevent churn. What’s more, new models can be introduced by the client’s employees themselves.

We introduced Agile & DevOps practices in our client’s organization which proved to be a successful way to run the project in their company. During the last couple of years, it was the first IT project for our client that was finished on time and within budget (or actually much before the deadline with some budget left). The good practices from that initiative triggered company-wide transformation as their IT finally got arguments and “green light” for practices they have been trying to introduce and business got the speed of delivery and stability that was desperately needed.

[brsinha]

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