Case Study: Telenet achieves over 20% churn reduction with NGDATA

How Telenet Re-Engaged Customers to Reduced Churn by 20%

Telenet, Belgium’s leading broadband cable, internet, telephony and TV provider, faced the challenge of better understanding customers at an individual level to boost satisfaction and reduce churn. To address this, Telenet partnered with NGDATA and deployed NGDATA’s IEP (Intelligence and Engagement Platform) to integrate diverse data sources and capture real-time customer activity and behavior.

NGDATA implemented the IEP across Telenet’s systems to ingest real‑time CDRs, build individual “customer DNA,” score churn risk, trigger agent alerts and deliver next‑best‑offer actions across inbound/outbound and online channels. As a result of NGDATA’s solution, Telenet reduced attrition by more than 20%, increased campaign volume by 400% over three years, grew its mobile base by 68%, and demonstrated clear campaign impact (e.g., a content notification test showed 51% of contacted customers watched an expiring series versus 32% in the control group, with 26% watching at a higher pace).

Telenet

Bert Van Driessche

Director of CRM and Consumer Intelligence