Sprint Revolutionizes the Customer Experience with Pega Retention

Sprint Revolutionizes the Customer Experience with Pega Retention

  • 10% reduction in customer churn
  • 40% increase in transactional NPS
  • 40% increase in customers adding a line
  • 8x increase in customer upgrades
  • Improvement in agent satisfaction

“Pega has the brains to help deliver the right treatment to the right customer at the right time. That is very different from traditional telecommunications care. We’re seeing more than double the acceptance of retention offers. That is a big deal.”

Marcelo Claure, CEO, Sprint

Sprint is a US tier one carrier serving almost 60 million customers. At the end of 2014 Sprint had the highest churn rate in their market and the lowest Net Promoter Score. Sprint had to make a significant change to improve retention and chose Pega to transform the customer experience.

In just 90 days Sprint implement Pega’s Retention for Communications solution, leveraging predictive and self-learning analytics and prebuilt retention processes, to identify customers at risk of churn and proactively provide personalized retention offers.

Learn more about Pega Marketing for Communications.

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