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Success Stories
Cellular Telephony Leader
Our Social Network Analysis solution tripled client's ability to predict churn.
The Challenge
The Spanish mobile telephony market is highly competitive. Carrier growth is essentially based on customer acquisition from competitors.
Our client needed an analytic solution capable of using customer information to produce both accurate and early identification of customers at high risk of churn, in order to manage them accordingly.
In addition, it was required to identify highly influential customers (alpha-users) on the rest of members of their communities.
Our client needed an analytic solution capable of using customer information to produce both accurate and early identification of customers at high risk of churn, in order to manage them accordingly.
In addition, it was required to identify highly influential customers (alpha-users) on the rest of members of their communities.
The Results
Neo Metrics developed an application that allowed our client to run standalone processes in order to build its customer social network, as well as periodically update all churn models. Including customer social network information resulted in tripling predictive power of previously used, traditional models.
By means of a user-friendly, easy-access environment, the application allows users to:
By means of a user-friendly, easy-access environment, the application allows users to:
- periodically launch analytic processes,
- view and characterize customer communities and
- generate reports on network dynamics.
The solution allowed:
- Identifying and characterizing all mobile telephony user communities.
- Knowing all customer roles played within each community.
- Early prediction of churn events and higher success rates of customer retention actions.