About the Client

Regional Telecom Operator, Halifax, NS

Solution

Wilco unified customer data on Azure Synapse with Databricks and Power BI to predict churn, visualize retention metrics, and drive targeted outreach campaigns.

Success Story

Industry:

Technology:

Date:

November 5, 2025

Challenge

When Subscriber Data Was Fragmented and Underused
A regional telecom provider stored customer data across multiple billing and CRM systems. Marketing teams couldn’t track customer behavior or usage patterns effectively.

With rising churn rates and intense competition, leadership needed actionable insights into customer satisfaction and service performance.

Solution

Unifying Data for Predictive Insights
Wilco deployed Databricks on Azure Synapse to merge customer, billing, and service logs into a single analytics layer. Using predictive models, we identified customers likely to churn based on usage decline and support ticket frequency.

Power BI dashboards visualized retention metrics, customer lifetime value, and churn probability, enabling targeted campaigns and proactive outreach.

Impact

Actionable Insights, Loyal Customers

  • Customer churn reduced by 17% within six months.
  • Marketing ROI increased by 25% via targeted retention campaigns.
  • Management gained a single view of customer behavior and satisfaction.

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