Preventing Customer Loss: Attrition API for Global MedTech Leader

One of the largest medical device companies in the world, with operations in 150 countries. The company offers an integrated system combining insulin pumps and Continuous Glucose Monitoring.​

Challenges

The client faced several challenges related to customer attrition. They needed to:

  • Identify unhappy customers in a timely manner.​
  • Detect potential customer churn to proactively engage and prevent attrition.​
  • Integrate attrition indicators seamlessly into their tech support application to enhance customer support and retention.​

Solution

  • Data-Driven Attrition Indicators: Analyzed business data to identify key attrition indicators, enabling us to predict potential customer churn accurately.​
  • Custom API Service: Created a powerful API service that allows the client to retrieve attrition indicators for each customer efficiently. This API enables real-time monitoring of customer health and behavior, aiding in proactive customer engagement.​
  • Scheduled API for Risk Assessment: Implemented a nightly scheduling process for the API, continuously assessing the risk of losing customers. ​
  • Seamless Integration: We seamlessly integrated the attrition insights into the client’s tech support application. Now, customer support agents have access to valuable attrition data during interactions, enabling them to personalize support and enhance customer retention efforts.​

Impact

  • Improved Customer Engagement​
  • Reduced Customer Attrition​
  • Enhanced Customer Support​
  • Data-Driven Decision Making​
  • Patient attrition predicted in advance allowing clinical support team to reach out with specific recommendation​
  • Improved patient retention by 2 fold.

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