Businesses need an effective strategy for managing customer churn. Customer churn includes customers stopping the use of a service, switching to a competitor service, switching to a lower-tier experience in the service or reducing engagement with the service.
In this use case, we look at how a mobile phone carrier company can leverage Azure to proactively identify customers more likely to churn in the near term in order to improve the service and create custom outreach campaigns that help retain the customers. Mobile phone carriers face an extremely competitive market. Many mobile carriers lose revenue from postpaid customers due to churn. Hence the ability to proactively and accurately identify customer churn at scale can be a huge competitive advantage. Some of the factors contributing to mobile phone customer churn includes: Perceived frequent service disruptions, poor customer service experiences in online/retail stores, offers from other competing carriers (better family plan, data plan, etc.).
A mobile carrier needs to build a 360-degree view of their user base to enable the company to stay ahead of the competition.
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