Cancellation prevention for utilities

Loyalty management

Price wars and increasing transparency are leading to customer erosion for the established corporate and municipal utilities. Price increases inevitably result in customer migration. This can be effectively countered through cancellation prevention.

Effective customer retention depends primarily on the right allocation of loyalty marketing activities. The focus has to be on pre-identifying churners i.e. before the expected cancellation, in order to be able to address them effectively. Dastani Consulting develops cancellation prediction models for this purpose. These processes are able to predict the cancellation likelihood of households, using historical customer behaviour data to determine profiles for potential churners.

These scoring models then predict the individual cancellation likelihood. With this tool, you will be able to align your loyalty and retention activities to those customers who are candidates or are planning to cancel in the future.

This leads to an over-proportional rise in the effectiveness of these marketing activities, without the usual wastage. Retention discounts are consequently only applied in cases where they genuinely strengthen loyalty. At the same time, less likely churners remain in their old contracts, where they generate the maximum margin.

Our tools allocate your retention and loyalty activities effectively, sustainably stabilising your customer base.