Case Study: Major Healthcare Insurance Provider improves customer retention with Mu Sigma

Built a customer retention model for a large managed healthcare insurance provider

Major Healthcare Insurance Provider, one of the largest managed healthcare insurance providers for individuals and families, was struggling with customer attrition during Annual Election and Open Enrollment periods. Mu Sigma helped the client understand which members were leaving, why they were leaving, and how to identify the customers at highest risk of switching to competitors.

Mu Sigma built a customer retention model to analyze behavioral and demographic data, segment customers, and determine the best predictive approach for targeted retention efforts. The solution enabled customized messaging and promotion timing, helping the business revive 11% of potential attrition cases and focus retention budgets on high-value customers to improve ROI.