Case Study: Large Telecommunications Services Provider improves churn forecast accuracy with Mu Sigma

Enabled a leading telecom company forecast customer retention with high accuracy

Mu Sigma worked with a Large Telecommunications Services Provider, one of the largest telecom companies in the US, to improve customer churn forecasting. The client needed a better way to predict retention and demand, but its existing process lacked key drivers such as customer profiles, pricing, contractual expirations, and cross-cohort differences.

Mu Sigma built a forecasting engine using time series and panel data regression to create monthly forecasts by product and region. The solution incorporated macroeconomic conditions, customer profiles, pricing, seasonality, and other factors, improving forecast accuracy by about 17% and helping the client understand the impact of pricing, coverage, and marketing on subscriber base growth.