Case Studies

Churn & NPS Driver Tree Analytics for a Southeast Asia Telco

  • Industry: Telecommunications
  • Service Pillar: Data & AI → Data & Analytics

Executive Summary

A leading telecom operator in Southeast Asia was facing high customer churn and declining Net Promoter Scores (NPS) due to service quality issues and fragmented customer insights. Munvel Business Solutions delivered a predictive analytics solution using driver tree modeling and advanced visualization to identify root causes of churn and improve customer retention strategies.

Problem Overview

  • Rising churn rates and limited visibility into customer sentiment drivers
  • Data scattered across CRM, CDRs, ticketing, and QoS systems
  • No unified analytics layer to correlate service performance with customer behavior
  • Reactive customer engagement rather than predictive retention campaigns

Our Solution

  • Unified customer and service data into a centralized analytics model
  • Applied SHAP-based driver tree analysis to reveal top churn influencers
  • Implemented predictive churn and satisfaction models using historical data
  • Integrated insights into CRM for proactive retention offers and service improvements

Technologies Used

Python, Power BI, Azure Synapse, Scikit-learn, SHAP, SQL Server

Key Outcomes

01

14% reduction in churn within two quarters through targeted retention actions

02

9-point increase in NPS across high-value segments

03

Actionable insights into service-level issues driving dissatisfaction

04

Empowered marketing and service teams with self-service analytics dashboards