The challenge
The company faced rising customer dormancy and needed to retain individual investors, predict churn likelihood and reactivate the 45% of inactive customers before they redeemed.
Our approach
- ✓ Compiled investor data into a data warehouse and analysed it with Tableau.
- ✓ Identified that churning customers typically invested once, in a single fund, and never used value-added services.
- ✓ Shared formal insight reports with stakeholders for timely preventive action.
The results
- ✓ Cross-selling rose from 20% to 45% over a year and value-added-service activation from 15% to 55%.
- ✓ Customers using value-added services showed 50% lower dormancy.
- ✓ Additional 25% of existing investors diversified into other products.
