Skip to content Skip to footer
Orange

Orange - retention case study

200 000 € annual savings by identifying churning customers.

CUSTOMER BASE

2 mil.

RETAIL STORES

100+

CALL CENTRE AGENTS

100+

DURATION

04/2017 →

customer experience strategy

Goal

Identify customers thinking of leaving and retain them

customer experience

Problem

Random recalling couldn’t identify all unhappy customers and other feedback solutions were low performing. Orange needed to perform a quality check on as many Retail and Call Center interactions as possible.

Methodology

After every customer visit or call we request feedback via SMS/email. Besides CSAT metrics, we provide the opportunity to leave spontaneous insights. Automated semantic analysis identifies customers that are thinking of leaving.

Solution used

Staffino Standard Feedback
Staffino Semantic Engine
Staffino CSAT

Results

Contact volume surveyed in transaction survey
562 358
Conversion Rate
7 %
Feedback volume
38 365
Negative feedback %
12 %
Negative feedback volume
4 724
Reactive retention cases % (based on our benchmark)
15 %
Reactive retention case volume
708,57
Success rate of reactive retention
70 %
Average life-cycle of subscription
21
ARPU
18,00 €
Value of 1 saved customer
378,00 €
Icon

Total saved value

Per one month subscription187 487,91 €8 928,00 €

“More than half of all reactive retention cases that we capture via Staffino, we wouldn’t have ever caught without it. For us, it’s a completely new channel, helping us to retain our customers. Thanks to its simplicity, and ability to discuss internally every single case directly in the app, we are able to retain 70% of all customers that are identified as likely to leave.”

Vladislav Kupka

Board Member, Orange Slovakia
Get started

The best performing solutions bring our clients the best business improvements

No credit card required

Do you have questions?
Contact us

Do you have questions?
Contact us

More case studies