Case Study: a leading bank boosts customer retention with Fractal analytics

Identify major customer events using analytics

A leading bank faced a challenge with customer retention, as it was losing its most profitable clients in the 35-45 age group. This declining proportion of older customers threatened their customer lifetime value (CLV). The bank engaged Fractal to leverage analytics to pinpoint the key events driving customer attrition and to develop targeted retention strategies.

Fractal's solution involved integrating data sources and using modeling and sequence mining to analyze customer behavior. They identified 'fee' as a primary driver of attrition and provided the bank with actionable insights into specific customer events that triggered defection. As a result, the client was empowered with data-driven retention strategies and acknowledged Fractal for their role in upskilling the bank's internal team, sharpening their analytical capabilities for future initiatives.