THE CELLPHONE COMPANY THAT LOST COSTUMERS
Télécom Paris customers abandoned cell phone service because the company did not comply with its coverage.
We analyze the customer's consumption data. With network science we determined patterns of behavior and mobility that revealed physical spaces in the city where repeater antennas could be installed in order to strengthen the coverage.
This study allowed us to plan tactical actions to build customer loyalty and decrease customer churn using strategies to improve service and strengthen coverage.
- We identified the level of use per client, as well as the connectivity they generate with the rest of the community.
- We developed an algorithm that allowed us to predict services churn up to 40 days before it happens.