Case Study: Liberty Latin America achieves predictive B2B churn modeling and data-driven retention with Globant

Globant and LLA Building a predictive model for decision-making

Liberty Latin America (LLA), a leading communications provider across Latin America and the Caribbean, needed to strengthen its business intelligence to better manage B2B churn for customers in five countries (Colombia, the Dominican Republic, El Salvador, Honduras, and Guatemala). Globant partnered with LLA — working with Business Hacking and Salesforce Studios — to define what constituted churn for LLA and to develop predictive capabilities using Salesforce CRM Analytics Cloud.

Globant built a machine‑learning churn model that scores each B2B customer’s likelihood of reducing billing by more than 15% based on product usage, interactions, service cases and company attributes. Implemented on Salesforce CRM Analytics Cloud, the solution produced statistically significant insights, automated data flows, a reusable datamart and dashboard visualizations, enabling retention and after‑sales teams to prioritize actions, monitor model performance, and create a repeatable foundation for future predictive initiatives.

Liberty Latin America