Churn Model Accuracy Improved By 47% with InfiniteInsight™ Social

Challenge

• Telekomunikacja Polska, part of France Telecom Orange Group, is the largest fixed-line provider for voice and broadband services in Poland.
• The company needed to explore and define effective ways to predict churn starting from CDRs’ derivatives (Call Data Records).

Solution

• Used InfiniteInsight™ Social to assess the value of social network analysis (SNA) in empowering customer retention strategies.
• The prediction of churn was based on four main types of analysis: churn measurements, psychographic analysis, geographical churn analysis and social network analysis.
• InfiniteInsight™ Social was used to detect communities of networkers, bridges, leaders and followers.
• The role of subscribers within the communities, as well as the other social variables created by InfiniteInsight™ Social, were then used to rebuild the churn prediction model.

Results

• The contribution of the InfiniteInsight™ Social improved the accuracy of the churn predictive model by 47%.
• Using a single server, InfiniteInsight™ Social was able to smoothly work on CDR derivatives in order to prepare links and detect communities within the subscriber base in two hours.
• All this was done with an easy user interface and short elaboration times.