Case Study: Leading European Telecommunications Operating Company achieves 50% reduction in broadband churn and 30% reduction in overall account churn with Evalueserve

Leading European Telecommunications Operating Company - Customer Case Study

Leading European Telecommunications Operating Company was experiencing an all-time high of voluntary churn—especially among broadband customers—with churn patterns varying across the contract life cycle. The company engaged Evalueserve for progressive customer analytics and a comprehensive customer churn modeling solution to identify risk and value, and to design better-targeted retention campaigns.

Evalueserve built and validated churn-prediction models, combined them with customer lifetime value segmentation, and recommended tiered retention tactics (e.g., telemarketing for high-risk/high-value customers, email for high-risk/low-value). Evalueserve also monitored campaign responses and refined strategies, delivering measurable impact: broadband churn fell by 50%, overall account churn dropped by 30%, ROI on targeted marketing improved, and up‑sell/cross‑sell success increased.