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

Improve customer retention through unified analytics

Leading Providers of Workplace Service, a UK workplace services provider with over 200,000 customers across 450,000 locations, faced a high contract cancellation rate (reported up to 13.8%), a reactive approach to churn, and millions in annual revenue loss with a target to pare churn to 1%. Hexaware was engaged to tackle retention through a Business Intelligence & Analytics initiative using technologies such as IBM SPSS Modeler, SAP Business Objects and Microsoft SQL Server.

Hexaware implemented a unified analytics solution—integrating customer, transactional and unstructured data, applying text mining, building and iterating predictive churn models, developing dashboards and segmenting at‑risk customers by profitability for targeted action. As a result, Hexaware enabled early warnings and more effective win‑back efforts, drove targeted retention strategies and achieved a measurable churn improvement (from 10% to 8% over three months), with deeper insights and ongoing model upkeep.