Sprint revolutionizes the customer experience with Pega Retention

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

THE BUSINESS ISSUE

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.

THE SOLUTION

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.