Case Study: O2 achieves millions in profit opportunity with Warwick Analytics PrediCX

Uncovering Hidden Profit for Global Telco from Social Media Data

Warwick Analytics partnered with a global telco company to address challenges in customer satisfaction, brand loyalty, and churn in a competitive market. The customer's main challenge was a high volume of social media queries, many of which were unrelated to core telecom services but were creating unplanned capacity constraints in their customer care center, leading to lost service levels and increased customer churn.

Using its PrediCX automated machine learning platform, Warwick Analytics analyzed public Twitter data to identify the root causes of customer issues. The solution uncovered that concerns about fraud and marketing were major drivers of contact volume and churn. Warwick Analytics enabled the automation of 45% of responses, reducing handling costs, and provided insights that could halve the churn rate from social media users. This intervention identified potential savings of millions of pounds per month for the telco through reduced costs and retained customer profit.