Background
Customer churn creates a double loss for many businesses. Revenue from churned customers is lost, and acquiring new customers is usually more expensive than retaining existing ones. Our client, a mid-sized finance company, was losing around 5% of customers each year.

Opportunity
Retention can be improved significantly when churn risk is detected early and translated into concrete actions for customer-facing teams.

Objective
Contact existing customers with suitable retention actions before cancellation occurs.

Solution
Together with the client, we split the challenge into two parts: which customer is likely to churn and why, and how the sales team can use this information in day-to-day work. We built a model based on existing customer data and provided it as a software service. Results were fed directly into sales operations.

Result
The company can retain high-value customers better, increase revenue, and follow a structured, practical retention process with focused effort.