Industry:
Churn management
Service company
ThePhoneLab
Introduction
Before using Churned, ThePhoneLab struggled with several issues related to customer retention. They found it challenging to build long-term loyalty despite their growing customer base. Their existing processes lacked structured insights into customer behaviors—such as purchase patterns, top-visited locations, and engagement touchpoints—making it difficult to anticipate churn or personalize customer journeys.
Challenges faced: Difficulty retaining existing customers, limited visibility into customer segments and purchase habits, and no efficient way to track customer touchpoints.
Impact on business: Potential revenue loss due to higher churn rates, missed upsell opportunities, and inefficiencies in marketing and retention strategies.
Missing capabilities: A robust, data-driven platform to identify at-risk customers, understand their needs, and deliver timely, personalized retention actions.
Problem statement
ThePhoneLab chose Churned because it offered a targeted solution to their core challenges.
Reason for choosing Churned: Churned’s CLV & Next Best Action module provided the data-driven insights ThePhoneLab needed, including customer segmentation, health scores, and churn risk analytics.
Key features: Ability to analyze customer data and external metrics, determine health scores, and recommend next best actions for retention and upselling.
Alignment with goals: By integrating Churned, ThePhoneLab aimed to systematically lower churn rates, build long-term loyalty, and gain the structured insights previously missing from their toolkit.
Our strategy
Churned was implemented as a central part of ThePhoneLab’s retention strategy.
Usage in business: ThePhoneLab utilized Churned’s machine learning engine to segment customers and create personalized retention strategies. They tapped into the platform’s Next Best Action feature to determine the ideal product recommendations, communication channels, and timing for outreach.
Onboarding process: [Placeholder for details about the onboarding/implementation experience]
Daily operations fit: Churned’s insights were integrated into ThePhoneLab’s existing marketing and customer service workflows, helping their team make informed decisions more quickly and effectively.
Results and Success Metrics
Since adopting Churned, ThePhoneLab has seen tangible, data-backed improvements.
Measurable results: An 11% reduction in customer churn compared to the previous year and a 13% increase in accessories sales, driven by targeted marketing campaigns and personalized product recommendations.
Financial impact/ROI: [Placeholder for any specific ROI or financial impact details]
Improved problem resolution: With better segmentation and actionable insights, ThePhoneLab could proactively address churn risks, improve engagement, and foster longer-term customer relationships.
Notable successes: Implementing targeted A/B email campaigns that enhanced customer engagement and led to more effective retention initiatives.
The Future with Churned
Moving forward, ThePhoneLab plans to leverage Churned even more strategically.
Growth integration: As ThePhoneLab’s customer base expands, they will continue using Churned’s insights to refine their personalization strategies, introduce loyalty initiatives, and further optimize customer lifetime value.
Key Takeaways
ThePhoneLab, a leading smartphone and tablet repair service, teamed up with Churned to reduce customer churn by 11% and boost accessories sales by 13%. By leveraging Churned’s Next Best Action feature for personalized product recommendations and proactive engagement, ThePhoneLab gained structured insights into customer behavior and successfully transformed its retention strategy.
Churn Decrease: 11% reduction by targeting at-risk customers.
Revenue Growth: 13% increase in accessories sales through tailored campaigns.
Data-Driven Insights: Centralized customer data for better segmentation and forecasting.
Personalized Engagement: Next Best Action recommendations streamlined outreach and offers.
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
