Enhancing customer experience with data services for a leading telecom company

A leading telecom provider faced challenges in understanding customer behaviour, predicting churn, and optimizing its network services. Fragmented customer data across different channels—call centres, mobile apps, and retail outlets—led to inconsistent insights and delayed responses. Moreover, the lack of predictive tools made it difficult to identify at-risk customers, resulting in higher churn rates and decreased customer satisfaction.

TechnohandZ partnered with the said telecom provider to implement a cutting-edge data services solution designed to address customer-centric and operational challenges. And we:

• Built a unified data lake using AWS Data Lake to consolidate customer interactions, billing data, and network usage metrics. This provided a comprehensive view of customer behavior across all touchpoints.
• Developed machine learning models using Apache Spark to identify customers likely to churn based on usage patterns, complaints, and billing history. This enabled the company to take proactive measures to retain high-value customers.
• Integrated IoT-enabled sensors and analytics tools to monitor network performance in real time. This allowed the company to identify and address outages or slowdowns before they impacted customers, and
• Created interactive dashboards using Power BI to provide customer service representatives with actionable insights. These dashboards allowed them to offer tailored solutions and promotions based on individual customer needs.

The data services implementation resulted in significant improvements, resulting in:

• Reduced churn rates: Decreased customer churn by 25% through targeted retention campaigns driven by predictive analytics.
  Enhanced customer satisfaction: Improved customer satisfaction scores from 70% to 90% by resolving issues faster and offering personalized services.
• Optimized network performance: Achieved a 30% reduction in network downtime, ensuring uninterrupted services for customers, and
  Increased revenue: Generated a 15% increase in revenue by offering customized plans and upselling services based on customer insights.

This case study demonstrates how data services can transform the telecom industry by enabling a customer-first approach. By leveraging centralized data platforms, predictive analytics, and real-time monitoring, the telecom provider not only improved operational efficiency but also delivered exceptional customer experiences. Our expertise in designing tailored solutions ensured the company stayed ahead in a highly competitive market while building long-term customer loyalty.