Overview

A leading telecom provider faced significant customer churn driven by inconsistent network experience, billing complexities, and aggressive competitor offers. The cost of acquiring new customers continued to rise, impacting overall profitability. Sorim.AI partnered with the client to build an AI-accelerated retention platform that identifies at-risk users, recommends personalized deals, and improves network reliability through predictive intelligence.

Problem statement

The telecom operator struggled with:

Challenges

• Disconnected Data Ecosystem Customer usage, billing, CRM, network logs, and offer systems were scattered across multiple platforms with no unified intelligence layer. 
• Poor Visibility Into Churn Indicators The organization relied on traditional metrics, missing subtle behavioral signals such as reduced data usage, browsing patterns, complaint frequency, and payment inconsistencies.
• No Personalization EngineRetention teams lacked AI-based deal recommendations tailored to customer preferences, historical deals, and competitor analysis.
• Network Performance IssuesRecurring service degradation in specific geographies led to silent churn without generating formal complaints.
• Slow Response to Market TrendsCompetitor pricing, plan changes, and bundled offers were not integrated into decision intelligence..

Solution Overview

Sorim.AI implemented a Unified Telecom Retention & Network Intelligence Layer that transformed how the operator identifies, engages, and retains customers.

Key Solution Components:

• AI-Based Churn Propensity Engine
  Predicts at-risk customers based on usage, billing behavior, complaints, and network metrics.
• Deal Personalization Engine
  Recommends offers based on customer value, preferences, competitive pricing, and past deal effectiveness.
• Real-Time Network Performance Analyzer
  Predicts outages, congestion, and service quality dips, triggering proactive actions before customers experience disruption.
• Unified Customer 360° Profile
  Consolidates usage, billing, payments, device type, location, and network logs into a single actionable dashboard.
• Automated Retention Workflow Engine
  Triggers personalized communications across SMS, WhatsApp, app, and email.
• Executive Command Center (React.js)
  Provides live KPIs, churn predictions, deal performance, and network stability metrics.

The result: a seamless ecosystem that reduced churn, enhanced customer experience, and increased revenue per user.

Impact  

• 32% Reduction in Customer Churn within 6 months
• 22% Increase in Retention Deal Acceptance
• 15% Improvement in Network Stability Scores in high-risk zones 
• 7% uplift in ARPU from personalized offers
• Lowered customer acquisition cost by strengthening retention strategies 
• Predictive outage prevention reduced customer complaints significantly

Sorim Value Proposition 

• Advanced Predictive Models: Built ML pipelines that improved churn prediction accuracy and powered deal personalization.
• Real-Time Data Processing: Integrated Kafka-based event streams capturing customer and network behavior in milliseconds.
• Network Stability Intelligence: Delivered AI models that detect anomalies and forecast outages across cell towers and broadband nodes.
• Offer Recommendation Engine: Deployed a dynamic pricing & deal engine improving conversion and customer loyalty.
• Seamless System Integration: Connected CRM, billing, OSS/BSS, marketing cloud, and network monitoring systems.
• Modern Visualization Layer: Delivered a React.js insights dashboard for retention teams, product teams, and CX executives.