Thumbnail image of the cover of a Selligent Case Study titled "KPN: Dutch telecom reduces churn, raises customer satisfaction with targeted support through data-driven campaigns"

KPN: Dutch telecom reduces churn, raises customer satisfaction with targeted support through data-driven campaigns

KPN, a major telecommunications provider in the Netherlands, needed to identify dissatisfied customers and reduce a major pain point – slow in-home Wi-Fi connection – before they canceled out of frustration.

Working with strategic CRM partner Yourzine, KPN used data science and consumer profiles in Selligent to score customers according to their churn risk. In this engaging case study, you’ll read how they created and executed an email campaign through Selligent Marketing Cloud to specifically address high-risk customers. By proactively engaging and offering targeted tips to help them to solve their own Wi-Fi problems, KPN:

  • Reduced customer churn by 50%
  • Decreased number of at-risk customer profiles
  • Quickly resolved customer frustration
  • Reduced costs
  • Boosted customer satisfaction and net promoter scores (NPS)
Case studies