Case Study: Pakistan’s Second‑Largest Telecom Operator grows customer base and boosts churn prediction with Teradata Network Experience Analytics

Growing customer base with Network Experience Analytics

One of Pakistan’s largest telecom operators — with 40.7 million subscribers, 27% data users and roughly $1.13B in revenue, and home to the world’s third-largest mobile financial service — faced rising churn and poor customer experience driven by network issues. The business lacked in-house analytics expertise, had siloed decision-making across Marketing, Sales and Network teams, and needed scalable analytics to turn large volumes of network data into actionable insights.

Think Big Analytics (Teradata) implemented a Network Experience Analytics capability with a unified data architecture, BI dashboards and analytics across 14+ key and hundreds of detailed network KPIs using Hadoop, Teradata and SAP tools. The solution improved churn-prediction accuracy by ~16%, identified ~8 million (11%) passive subscribers for targeted reactivation, increased complaint accuracy and resolution efficiency, and optimized marketing, sales and network roll-outs.