A few weeks after presenting the call center dashboard to the management, the Retention Manager from PhoneNow reached out directly. He was impressed by the dashboard and asked if I could put together a dashboard about customer retention.
In addition, to better understand the data, the telecom Retention Manager has scheduled a meeting with the engagement partner at PwC to cover these points:
- Customers in the telecom industry are hard-earned: we don’t want to lose them
- The retention department is here to get customers back in case of termination
- Currently, we get in touch after they have terminated the contract, but this is reactionary: it would be better to know in advance who is at risk
- We have done customer analysis with Excel: it has always ended in a dead-end
- We would like to know more about our customers: visualised clearly so that it’s self-explanatory for our management
The analysis covers the following:
- Data Preparation,
- information on Customer demographics,
- Customers' chosen services,
- Customer account information,
- Root Cause Analysis to help the telecom understand what type of customers are usually at risk based on the characteristics of already churned customers provided in the dataset, and
- Recomendations were provided on how PhoneNow can improve on its services to reduce customer churn.
The dashboard can either be dowloaded via github or viewed here