Case Study: a large telecommunications provider protects $6M in revenue at risk with Forsta

Large Telecommunications Provider protects $6M in revenue with Forsta

A large telecommunications provider faced significant challenges in retaining customers and protecting revenue in a highly competitive market. They collected customer feedback but lacked a way to connect it to customer value or churn risk, making it difficult to understand which issues were driving cancellations. They partnered with Forsta to address this problem.

Working with Forsta, the provider combined customer feedback with financial data to identify churn risk and its financial impact. The analysis revealed that 71% of negative feedback from at-risk customers was linked to a single streaming product. This enabled the identification of over 3,000 high-risk customers and protected approximately $6 million in annual revenue that was at risk.