Case Study: Major Streaming Subscription Service Provider achieves 20% increase in retention and $22.7M retained revenue with Alterian Real-Time CX

Major Streaming Subscription Service Provider - Customer Case Study

Major Streaming Subscription Service Provider was losing subscribers as new competitors entered the market and more customers looked to lower monthly bills. To address rising attrition and a limited ongoing understanding of subscribers, the company turned to Alterian and its cloud-based Alterian Real‑Time CX platform to spot churn signals in the moment and deliver more relevant, personalized experiences.

Alterian integrated the provider’s website, call center, customer database, and messaging channels to orchestrate real-time, personalized retention actions and optimize channel use. The solution produced measurable results: a 10% retention lift in 2 months and 20% after 6 months, $10.03M in additional revenue in 12 months ($22.7M over 24 months), a 200% increase in digital engagement, a 50% reduction in call center volume (40% lower handle time), and over $500K per year in operational savings.