Churn Management

Effective churn management requires knowing a great deal about your individual customers—their interests, tendencies, and contribution to your bottom line. To learn these things requires ongoing analysis of your organization’s historical and transactional data. Effective churn management also requires operationalizing those analytics, so that they are brought to bear on your organization’s daily processes and interactions with customers.


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Pega’s ability to operationalize powerful analytics in service of churn management and other key business objectives is one of the reasons that the majority of the top 10 communications service providers (CSPs) use Pega technology to power their customer-facing business processes.

The Intelligent Platform for Churn Management

Pega provides CSPs everything they need to create, run, and monitor automated business processes. CSPs and other customer-focused enterprises use Pega to operate more efficiently and deliver personalized customer service across all channels.

At the core of the Pega solution for churn management and superior customer service are powerful analytics and decisioning engines that work in tandem to determine in real time the Next-Best-Action to take in regard to each individual customer. The analytics engine can ingest and analyze a variety of data types, as well as perform “on the fly” analysis of in-progress customer interactions. The decisioning engine applies configurable business rules to determine how best to proceed with a particular customer, and makes those decisions available to connected systems including the Pega Customer Service Desktop.

Backed by Pega marketing analytics, marketers can easily configure “segment of one” offers and campaigns that boost customer retention and customer lifetime value. In the call center, customer service representatives—guided through each customer action by the Pega decisioning engine—can make just the right offer at just the right time.

How Pega Helps You Reach Your Churn Management Goals

Pega technology can advance your churn management efforts in many ways, including:

  • By embedding powerful analytics into your customer-facing processes, Pega enables you to align customer investment with customer value. For example, some customers may merit more customer service time and effort, and other customers less—while some customers may be better steered toward low cost Web self-service options. Pega can make these differentiations and incorporate them into automated customer service processes.
  • Pega’s support for real-time marketing—based on up-to-the-moment customer data—allows for more personalized and timely offers, higher offer acceptance rates, and a better customer experience.
  • Pega’s guided customer service systems reduce training costs and ensure that all representatives consistently advance the interests of customers and the company.

Along with marketing and customer service solutions for CSPs, Pega also offers telecom order management solutions that reduce cycle times and order fallout—advancing your churn management goals by ensuring that new customers have a positive first experience with your company.

Learn more about how your churn management program can benefit from Pega analytics and automation.