Case Study: UK’s leading workplace services provider reduces customer churn from 10% to 8% with Hexaware’s unified analytics solution

Improve customer retention through unified analytics

UK’s Leading Provider, a major UK workplace services firm with over 200,000 customers across 450,000 locations, faced a high contract cancellation rate (about 13.8%), multimillion-dollar revenue loss and a desire to move from reactive to proactive churn management. The customer engaged Hexaware for a Business Intelligence & Analytics solution, leveraging tools such as IBM SPSS Modeler, SAP Business Objects and Microsoft SQL Server.

Hexaware integrated and cleansed multiple datasets (demographics, contracts, transactions), applied text mining to call‑center dialogues, emails and surveys, and built iterative predictive models with profitability‑based customer segmentation to prioritize retention. Hexaware’s solution provided early churn warnings, improved win‑back rates and enabled targeted retention campaigns, reducing customer churn from 10% to 8% over a three‑month period.