Case Study: Orange achieves €200,000 in annual savings by identifying churning customers with Staffino

Orange - Customer Case Study

Staffino helped Orange, a telecommunications provider with a customer base of 2 million across 100+ retail stores and call centre agents, address a retention challenge. Orange needed a better way to identify unhappy customers and those likely to switch to a competitor, since random recalling and other feedback tools were not reliably finding all at-risk customers.

Using Staffino Standard Feedback, Staffino Semantic Engine, CSAT, and NPS, Orange collected SMS/email feedback after visits and calls, capturing spontaneous comments that semantic analysis could flag as churn risks. Staffino’s approach surveyed 562,358 interactions, generated 38,365 feedback responses, identified 708.57 reactive retention cases, and helped retain 70% of them, resulting in an estimated €187,487.91 in saved value and about €200,000 in annual savings.

Orange

Vladislav Kupka

Board Member