Initial Situation

An international ITK provider was confronted with a sharp increase in the number of terminations in the consumer segment in the face of increasing cut-throat competition in the industry. This situation needed to be analyzed from a market perspective, but also in terms of internal processes and data quality.


GP+S Services

  • Analysis of churn drivers along the customer journey based on internal insights and market data
  • Identification and testing of action and optimization approaches
  • Further development of forecast models
  • Recording and documentation of actual processes and development of target processes in customer management



  • Development and introduction of a dashboard for forecasting, management and control of churn
  • Development of an action plan to increase the loyalty of the customer base
  • Documentation of the optimized target processes