amrelauoty / customer-retention-phonenow

PhoneNow Customer Retention Analysis - PwC Switzerland virtual case experience

PhoneNow Customer Retention Analysis

Table of Content

• PhoneNow Customer Retention Analysis
  • Table of Content
  • Dataset
  • Task Details
    • Email message
    • Task Information
  • Tools
  • Dashboard
  • Contributors

Dataset

It consists of 1 excel file contains 1 sheet only

02 Churn-Dataset.xlsx

Dataset columns:

• customerID: Customer ID
• gender: gender (female, male)
• SeniorCitizen: Whether the customer is a senior citizen or not (1, 0)
• Partner: the customer has a partner or not (Yes, No)
• Dependents: Whether the customer has dependents or not (Yes, No)
• tenure: Number of months the customer has stayed with the company
• PhoneService: Whether the customer has a phone service or not (Yes, No)
• MultipleLines: Whether the customer has multiple lines or not (Yes, No, No phone service)
• InternetService: Customer’s internet service provider (DSL, Fiber optic, No)
• OnlineSecurity: Whether the customer has online security or not (Yes, No, No internet service)
• OnlineBackup: Whether the customer has online backup or not (Yes, No, No internet service)
• DeviceProtection: Whether the customer has device protection or not (Yes, No, No internet service)
• TechSupport: Whether the customer has tech support or not (Yes, No, No internet service)
• StreamingTV: Whether the customer has streaming TV or not (Yes, No, No internet service)
• StreamingMovies: Whether the customer has streaming movies or not (Yes, No, No internet service)
• Contract: The contract term of the customer (Month-to-month, One year, Two year)
• PaperlessBilling: Whether the customer has paperless billing or not (Yes, No)
• PaymentMethod: The customer’s payment method (Electronic check, Mailed check, Bank transfer (automatic), Credit card (automatic))
• MonthlyCharges: The amount charged to the customer monthly
• TotalCharges: The total amount charged to the customer
• Churn: Whether the customer churned or not (Yes or No)

Task Details

A few weeks after presenting your dashboard to the management, the Retention Manager from the telecom reaches out to you directly. He was impressed by your work and asked if you can put together a dashboard about customer retention.

In addition, to better understand the data, the telecom Retention Manager has scheduled a meeting with the engagement partner at PwC to cover these points:

• Customers in the telecom industry are hard-earned: we don’t want to lose them
• The retention department is here to get customers back in case of termination
• Currently, we get in touch after they have terminated the contract, but this is reactionary: it would be better to know in advance who is at risk
• We have done customer analysis with Excel: it has always ended in a dead-end
• We would like to know more about our customers: visualised clearly so that it’s self-explanatory for our management The Retentions Manager has provided some information

Email message

Hi Digital Accelerator,

I’m Janet, Retention Manager here at PhoneNow. Before you start working on our dashboard, let me provide you with some inputs

• Customers who left within the last month
• Services each customer has signed up for: phone, multiple lines, internet, online security, online backup, device protection, tech support, and streaming TV and movies
• Customer account information: how long as a customer, contract, payment method, paperless billing, monthly charges, total charges and number of tickets opened in the categories administrative and technical
• Demographic info about customers – gender, age range, and if they have partners and dependents

Looking forward to hearing from you.

Best regards,

Janet

Task Information

Your colleague, the engagement partner, asks you to do the following tasks:

• Define proper KPIs
• Create a dashboard for the retention manager reflecting the KPIs
• Write a short email to him (the engagement partner) explaining your findings, and include suggestions as to what needs to be changed

Tools

Dashboard

Welcome Page

Churn Dashboard Page

Customer Risk Analysis Page

Check the live dashboard from (click the icon)

Contributors

Amr Elauoty