Industry:
Churn management
Service company
ThePhoneLab
Introduction
ThePhoneLab is a leading smartphone and tablet repair service, offering high-quality repairs and accessories. With multiple locations across the Netherlands, they prioritize customer-centric service and efficiency to build strong, long-term customer relationships.
Problem statement
ThePhoneLab struggled to retain customers due to a lack of structured insights into behavior and engagement. Without a data-driven approach, opportunities for personalized retention efforts and upselling were being missed, leading to higher churn rates and lost revenue.
Our strategy
Churned provided ThePhoneLab with AI-driven segmentation, customer health scores, and Next Best Action recommendations. By integrating these insights, ThePhoneLab could personalize marketing efforts, optimize outreach timing, and improve overall engagement, resulting in higher retention and increased sales.
Results
11% reduction in customer churn
13% increase in accessories sales
Improved customer engagement through AI-driven segmentation
Written by
Sjoerd van den Beukel
Senior Data scientist
Written by
Francisco Blasques
Founder & CDSO
