A major US tech company provides smart home devices to households and businesses. The company has a big customer base with a growing demand for its products. However, they recently has recorded an increasing trend in attrition among tenured customers The company needed rapid support from Pathrithm to build a proactive solution that will identify key risk factors and select customers for an outreach campaign to prevent attrition.
We tested the attrition prevention policy over the course of a few months. We observed an annualized reduction in attrition of up to 10% among active customers. The attrition prevention policy is being continuously tested with a closed-loop measurement and updated through an iterative learning