THE CHALLENGE
Frequently, you won’t know that a customer has said goodbye to your business forever until after it has already happened. Transgourmet was dealing with precisely this challenge. Without accurate data and reliable triggers, it was difficult to initiate targeted churn prevention measures and strengthen weaker customer relationships. Yet, you can detect some signs of potential churn early on, as long as you have the right data and the right trigger.
Solutions
Using data analytics and AI, Transgourmet can predict the likelihood of losing a customer. By evaluating a customer’s behavior and interactions, the BSI Customer Suite calculates a real-time score of the churn probability early on. This allows the company to take a proactive approach and initiate targeted measures to retain its customers.
Lena, a customer and restaurant owner who used to place regular orders with Transgourmet, now orders fewer key products and places less frequent orders.
With the help of AI-powered data analytics, Transgourmet recognizes that Lena’s buying behavior is a potential sign of churn and upgrades her churn likelihood.
Since Lena is an “A” customer, Vicky, the account manager responsible for Lena’s account, receives a notification of Lena’s higher churn likelihood and contacts Lena with an individual offer or an invitation for a personal consultation.
All other at-risk customers automatically receive a personalized voucher on their preferred channel.
As a result of this proactive approach, Lena feels valued. She accepts the offer and continues to be a loyal Transgourmet customer.
“Once you start working with BSI CX, you come up with more great ideas about what else to use it for.”
ADVANTAGES
With AI-supported data analysis, you can detect potential churn early on before your customer actually leaves.
By identifying high-risk customers, you can provide customized offers and incentives to strengthen your bond with them.
Proactive customer retention measures significantly reduce churn, resulting in a more stable customer base and long-term revenue growth.
I would be happy to assist you at any time.
Marvin Jensen
Community Manager Retail
+49 40 180 240 855