Case Study: LexisNexis cuts customer churn from 20% to 7% in three months with Oracle Business Intelligence Suite

LexisNexis Reduces Customer Churn from 20% to 7% in Just Three Months with Timely, Accurate Data

LexisNexis, a global provider of legal, tax, government and business information and part of Reed Elsevier, needed to improve customer retention and demonstrate value after moving its content from paper to online. The company struggled to understand and share customer usage data during trials and subscriptions, and wanted a single, easy-to-use source of truth for sales and marketing to reduce churn and drive upsells.

LexisNexis implemented Oracle Business Intelligence Suite, Enterprise Edition to deliver real-time dashboards, alerts and consolidated usage reporting to telesales and account teams. Within three months churn among legal and tax customers fell from 20% to 7%, the UK sales team achieved 95% adoption, an immediate US$8,500 saving was recorded on day one, and teams gained the ability to personalize outreach, proactively address drops in usage, and improve customer satisfaction and retention.

LexisNexis

James Gardner

Head of Analytics