Case Study | Telecom
Improving Retention with a Performance Analytics Platform
Helping detect and address churn by designing and developing a performance management reporting system.
Overview
Time Warner Cable (TWC) needed greater visibility into the performance of its subscriber services division to address growing customer dissatisfaction and churn. 10Pearls designed and developed a performance management application that provided real-time analytics, enabling managers to monitor performance metrics, identify trends, and take proactive action to improve customer retention.
Improved operational visibility
with role-based dashboards
Improved subscriber retention
via real-time performance insights
Challenge
The client lacked a centralized system for monitoring performance across its subscriber services operations. Business managers needed the ability to track performance against defined targets, analyze trends, and quickly identify areas requiring corrective action. Without accessible, real-time insights, teams struggled to proactively address customer dissatisfaction that could lead to subscriber attrition.
Solution
10Pearls developed a performance management and reporting platform that provided business managers with role-based dashboards, interactive visualizations, and business filters to analyze service performance across multiple dimensions. Designed with an intuitive Google Analytics–style interface and built on existing data infrastructure, the application delivered scalable, real-time insights that empowered leaders to quickly identify trends and take corrective action.
Customer
Major telecom provider
Services
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