With Churned, we can predict user behavior and take targeted actions, ensuring we prevent churn rather than react to it. It’s all about intelligent, data-driven decision-making.
Paul Bree
Retention Specialist
Industry:
Energy
Service company
Budget Thuis
Size of customer base
110.000+ in targeted segment
Key products/services offered
Predictive modeling, segmentation insights and real-time dashboards
Introduction
BudgetThuis had established robust predictive models and analytics capabilities for its core energy business, but lacked similar insights for its other products, particularly internet, TV, and phone services. Internal Business Intelligence (BI) teams were at capacity, leaving critical segments of the business without accurate churn predictions or data-driven customer engagement strategies. Without the right insights, BudgetThuis struggled to reduce churn beyond its main product line and efficiently retain customers within its smaller business segments.
Challenges faced: Limited internal capacity to build predictive models for non-energy products, resulting in insufficient insights into churn drivers for internet, TV, and phone services.
Impact on business: Higher churn rates in non-core segments, reduced ability to identify at-risk customers, and difficulty maximizing customer lifetime value.
Missing capabilities: A scalable, data-driven platform to quickly deliver predictive analytics and next-best-action recommendations for the company’s non-energy products.
Problem statement
BudgetThuis turned to Churned because it needed a flexible, science-driven partner who could rapidly provide predictive modeling capabilities that the internal BI team couldn’t immediately support. Churned offered both the technology and expertise to integrate diverse data sources, produce actionable insights, and support data-driven decision-making.
Reason for choosing Churned: The need for predictive models in non-energy segments and the absence of sufficient internal resources to develop them. Churned’s quick turnaround, flexible approach, and data-driven methodology fit perfectly.
Key features: Predictive modeling, segmentation insights, real-time dashboards, and a proven scientific approach that established trust and confidence in the outcomes.
Alignment with goals: By leveraging Churned’s platform, BudgetThuis aimed to reduce churn, improve retention strategies, and operate more efficiently in a previously underserved segment of its customer base.
Our strategy
Churned integrated BudgetThuis’s disparate data sources into a unified platform, generating predictive models and dashboard views that revealed which customers were at risk of leaving. The platform’s machine learning analytics allowed BudgetThuis to identify the best actions at the right times, ensuring that high-quality retention strategies could be deployed quickly—without requiring extensive internal data science resources.
Usage in business: Retention specialists at BudgetThuis used Churned’s insights to understand churn dynamics in the internet, TV, and phone segments. This allowed them to take timely actions such as offering extensions, adjusting offers, or choosing to leave certain customers undisturbed.
Daily operations fit: By acting as an external data analyst team, Churned reduced the workload on BudgetThuis’s internal BI and retention teams. The result was a more efficient workflow and accelerated decision-making.
Results and Success Metrics
With Churned’s predictive insights and proactive retention strategies, BudgetThuis saw measurable improvements:
Reduced churn: Annual churn rates dropped from around 50% in 2022 to approximately 38% in 2024 for the internet/TV/phone segment.
Efficiency gains: The platform saved time and resources, allowing the company to achieve actionable insights without overburdening internal teams.
The Future with Churned
Looking ahead, BudgetThuis plans to deepen its use of Churned’s platform and further refine its retention strategies. By continuing to leverage Churned’s predictive modeling, the company aims to maintain a lower churn rate and potentially expand data-driven decision-making into other areas of the business.
Continued use: [Placeholder: Future initiatives, such as testing new retention tactics, adding personalization, or integrating more data sources.]
Growth integration: As BudgetThuis’s product portfolio evolves, Churned’s agility and scalability will remain valuable assets, ensuring the company can keep pace with its customers’ changing needs.
Key Takeaways
Advice to others: Consider leveraging external predictive analytics partners to quickly fill capacity gaps and improve retention strategies for less prioritized segments of the customer base.
Overall experience: BudgetThuis appreciates Churned’s scientific approach, flexible engagement style, and ability to deliver reliable insights quickly.
Results
Churn rate dropped from 50% to 38%
Streamlined internal processes and reduced reliance on BI
Increased efficiency with data-driven retention strategies
Written by
Muus Ebbelaar
Business development
