Case Study

Sprint achieves world-class retention in record time

"Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal."

The Business Issue

Sprint is a U.S. tier-one carrier serving almost 60 million customers. At the end of 2014, its churn rate was 2.3% - double that of its main competitors. In customer care, agents used their own judgement and experience to pick the best approach. In practice, this meant the agent manually pored over 20+ offers, searching for the “right” one, while still talking on the phone. Sprint needed to overhaul the customer experience by moving away from an ineffective and manual “one size fits all” approach, to creating 1-to-1 personalized experiences for its customers.

The Solution

In just 90 days Sprint implemented Pega’s Marketing for Communications solution, leveraging predictive and self-learning analytics and prebuilt retention processes, to identify customers at risk of churn and proactively provide personalized retention offers.

The Results

  • 14% reduction in customer churn
  • 50% increase in transactional NPS
  • 40% increase in customers adding a line
  • 8x increase in customer upgrades
  • Improvement in agent satisfaction

Related Resources

  • Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.
  • Hear how Sprint is revolutionizing the customer experience.
  • Hear executives from the Communications & Media industry talk about how using a Next Best Action solution is enabling contextual conversations with their customers.

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Tags

  • Industry: Communications Service Providers
  • Product Area: Pega Marketing
  • Product Area: Pega Marketing for Communications
  • Challenge: Customer Retention