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Leading US MVNO
builds award winning
customer retention
program powered by AI
Customer
Retention Solution
USE TAILORED OFFERS
TO ADDRESS
CUSTOMER NEEDS
PREDICT
CUSTOMER
CHURN
TARGET THE
MOST RISKY
CUSTOMERS
BUILD
CUSTOMER
LOYALTY
Next generation predictive analytics
Are they for you?
Most Effective Use of
AI & ML Technology
Telco Data Analytics & AI
WINNER
Ultra Mobile Inc. is an innovative
mobile virtual network operator,
performing under the 4G LTE
network of a major telecommuni-
cations company in the USA. Ultra
The client had been experiencing rapid growth in
specific areas of its prepaid business, but this was
accompanied by a relatively high churn amongst new
subscribers.
Client needed to reduce the churn rate in its highest
risk target customers by improving retention program
and increasing customer loyalty.
THE NEED
• To provide an automated solution for accurately
identifying new customers with the highest churn
propensity.
• To reduce the churn rate at reasonable cost with
personalized retention campaigns for the most risky
customers.
THE OBJECTIVES
Case Study
Identify risky customers
Proactively reach out and address
customer concerns
• We contacted individual customers well before their
prepaid plans were due to expire. The frequency of
communication was personalized in each case to
achieve the best result.
• The targeted customers were offered two different
loyalty packages. Follow-up analysis of behavioral
patterns across these two categories provided valuable
insights for tuning up campaigns.
• The process was fully automated, with no human
intervention required.
Exacaster's automated, AI-driven propensity model for
churn prediction was used to precisely select high risk
customers.
We targeted those most at risk to churn. This constitu-
ted 8% of new customers who subscribed to prepaid
plans.
THE SOLUTION
NEW PREPAID
SUBSCRIBERS
OFFER 1
OFFER 2
SMS & EMAILPRECISE
SELECTION OF
TARGET GROUP
AI DRIVEN CHURN
PREDICTION MODEL
INDIVIDUALIZED
RETENTION CAMPAIGNS
THE MOST
RISKY
CUSTOMERS
THE CLIENT
Mobile is there to meet the needs of an estimated 40
million foreign nationals living in the US - providing them
with convenient and cost-effective mobile services.
Business results
Churn rate reduction
In the highest risk new
subscribers of prepaid plans
Before the retention campaign was
launched, only 32% of new prepaid subscrib-
ers classified as 'high risk' renewed their
plans. The company was struggling with a
high churn rate of 68%.
As a result of our campaign, the company's
churn rate has decreased significantly. Half
of all subscribers who received personal
offers purchased new mobile plans and were
retained as customers.
Offer tests showed there was no significant differ-
ence between customers targeted with different
levels of discount.
90% of the targeted subscribers that were retained
purchased prepaid plans with longer durations. This
constituted an outstanding result considering the
majority of these customers only signed up to short
term plans when they first subscribed with the
company.
The costs of the retention offering were very
modest compared to the total revenue generated
from new subscriptions by high risk customers.
Customers chose
higher value plans
Retention campaign instantly
paid back
Low sensitivity
to discount level
After campaign
50 %
68 %
Before campaign
1 USD invested into
loyalty packages
7 USD in revenue
instantly generated thanks
to customer retention
Why Exacaster
Discover the potential of next-generation predictive analytics with Exacaster
Let us know what you are interested in:
Free assesment
of your customer
retention activities
Free onsite workshop
to deep-dive into the
benefits of automation
Free trial
of our Smart Marketing
Toolkit platform
SMART
MARKETING
TOOLKIT
5. Reporting
Evaluates the performance of
the retention campaigns
1. Customer 360 Profile
Provides thousands of behavioral
metrics for customer evaluation
2. Segments
Identifies customers with
similar behavioral patterns
3. Propensity models
powered by AI
Machine learning evaluates subscribers
and assigns them a churn probability
4. Campaign automation
Targets customers with
personalized retention offers
across all touch-points and
channels
Customer retention solution is one of the building blocks of our Smart Marketing Toolkit.
This analytical software combines 5 modules to create proactive, personalized customer value
management strategies.
Contact us Jolita Bernotiene
Sales Director https://www.linkedin.com/in/jolitabernotiene www.exacaster.com
jolita@exacaster.com
LinkedIn profile

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Ultra mobile case study. Customer retention

  • 1. Leading US MVNO builds award winning customer retention program powered by AI Customer Retention Solution USE TAILORED OFFERS TO ADDRESS CUSTOMER NEEDS PREDICT CUSTOMER CHURN TARGET THE MOST RISKY CUSTOMERS BUILD CUSTOMER LOYALTY Next generation predictive analytics Are they for you? Most Effective Use of AI & ML Technology Telco Data Analytics & AI WINNER
  • 2. Ultra Mobile Inc. is an innovative mobile virtual network operator, performing under the 4G LTE network of a major telecommuni- cations company in the USA. Ultra The client had been experiencing rapid growth in specific areas of its prepaid business, but this was accompanied by a relatively high churn amongst new subscribers. Client needed to reduce the churn rate in its highest risk target customers by improving retention program and increasing customer loyalty. THE NEED • To provide an automated solution for accurately identifying new customers with the highest churn propensity. • To reduce the churn rate at reasonable cost with personalized retention campaigns for the most risky customers. THE OBJECTIVES Case Study Identify risky customers Proactively reach out and address customer concerns • We contacted individual customers well before their prepaid plans were due to expire. The frequency of communication was personalized in each case to achieve the best result. • The targeted customers were offered two different loyalty packages. Follow-up analysis of behavioral patterns across these two categories provided valuable insights for tuning up campaigns. • The process was fully automated, with no human intervention required. Exacaster's automated, AI-driven propensity model for churn prediction was used to precisely select high risk customers. We targeted those most at risk to churn. This constitu- ted 8% of new customers who subscribed to prepaid plans. THE SOLUTION NEW PREPAID SUBSCRIBERS OFFER 1 OFFER 2 SMS & EMAILPRECISE SELECTION OF TARGET GROUP AI DRIVEN CHURN PREDICTION MODEL INDIVIDUALIZED RETENTION CAMPAIGNS THE MOST RISKY CUSTOMERS THE CLIENT Mobile is there to meet the needs of an estimated 40 million foreign nationals living in the US - providing them with convenient and cost-effective mobile services.
  • 3. Business results Churn rate reduction In the highest risk new subscribers of prepaid plans Before the retention campaign was launched, only 32% of new prepaid subscrib- ers classified as 'high risk' renewed their plans. The company was struggling with a high churn rate of 68%. As a result of our campaign, the company's churn rate has decreased significantly. Half of all subscribers who received personal offers purchased new mobile plans and were retained as customers. Offer tests showed there was no significant differ- ence between customers targeted with different levels of discount. 90% of the targeted subscribers that were retained purchased prepaid plans with longer durations. This constituted an outstanding result considering the majority of these customers only signed up to short term plans when they first subscribed with the company. The costs of the retention offering were very modest compared to the total revenue generated from new subscriptions by high risk customers. Customers chose higher value plans Retention campaign instantly paid back Low sensitivity to discount level After campaign 50 % 68 % Before campaign 1 USD invested into loyalty packages 7 USD in revenue instantly generated thanks to customer retention
  • 4. Why Exacaster Discover the potential of next-generation predictive analytics with Exacaster Let us know what you are interested in: Free assesment of your customer retention activities Free onsite workshop to deep-dive into the benefits of automation Free trial of our Smart Marketing Toolkit platform SMART MARKETING TOOLKIT 5. Reporting Evaluates the performance of the retention campaigns 1. Customer 360 Profile Provides thousands of behavioral metrics for customer evaluation 2. Segments Identifies customers with similar behavioral patterns 3. Propensity models powered by AI Machine learning evaluates subscribers and assigns them a churn probability 4. Campaign automation Targets customers with personalized retention offers across all touch-points and channels Customer retention solution is one of the building blocks of our Smart Marketing Toolkit. This analytical software combines 5 modules to create proactive, personalized customer value management strategies. Contact us Jolita Bernotiene Sales Director https://www.linkedin.com/in/jolitabernotiene www.exacaster.com jolita@exacaster.com LinkedIn profile