Case Study

Sprint: Achieving World-Class Retention in Record Time

Sprint achieved a 10% reduction in churn | 3:42

The Business Issue

Sprint is a US tier one carrier serving almost 60 million customers. At the end of 2014, its churn rate was 2.3% - double that of its main competitors. In customer care, agents used their own judgement and experience to pick the best approach. In practice, this meant the agent manually pored over 20+ offers, searching for the “right” one, while still talking on the phone. Sprint needed to overhaul the customer experience by moving away from an ineffective and manual “one size fits all” approach, to creating 1-to-1 personalized experiences for its customers.

The Solution

In just 90 days Sprint implement Pega’s Marketing 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.

The Results

  • 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
  • Communications & Media
  • Marketing

Related Resources

  • Quick Guide

    Discover Pega's Customer Engagement Platform - the fast track to a superior digital experience.

  • Webinar

    Hear how Sprint is revolutionizing the customer experience.

  • Customer Success Video

    Hear executives from the Communications & Media industry talk about how using a Next Best Action solution is enabling contextual conversations with their customers.

  • Whiteboard Video

    Watch how Pega’s customer lifecycle suite is helping CSPs reinvent the customer experience by delivering personalized, consistent experiences across every channel in real-time.

Pega Marketing for Communications

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