Case Study: T-Mobile Austria achieves continuous customer experience improvements and reduced churn with Cloudera

Delivering continuous customer experience improvements with big data analytics and machine learning

T-Mobile Austria, a 100% subsidiary of Deutsche Telekom with about 2,500 employees and 7.2 million connections, faced the challenge of turning vast, anonymized network and customer data into actionable insight. After acquisitions multiplied data volumes, the operator needed a scientific, scalable way to correlate technical network issues with customer experience, predict churn risk, and align business leaders with data scientists to preempt problems.

Using the Hortonworks Data Platform with Apache Hive and Spark, T‑Mobile Austria built machine-learning models around customer lifetime value, QoE metrics and churn predictors to analyze billions of network events daily. The platform delivers predictive analytics and next-best-actions that match network issues to customer pain points, enabling continuous customer-experience improvements, reduced churn, clearer estimates of customer impact and monetary risk, and better-targeted investment decisions.

T-Mobile

Wasif Masood

Data Scientist