In order to prevent churn it’s critical that Koodo remind its customers of their value proposition; provide simple service that delivers great value. Over time a customer’s usage changes and this might lead to overages they never had before. Koodo found that some of their customers were choosing the wrong phone plan for their needs and becoming upset when they received a phone bill that was higher than expected. Because Koodo customers don’t have contracts, an upset customer is a high churn risk.

Koodo needed a solution that helped customers determine the best plan for them, based on their phone usage. The solution had to be online and fit into Koodo’s self-serve model. Most importantly, this solution had to very accurate and easy for Koodo customers to access and use.

The head of our data department, Dr. Jeffrey Rosenthal developed a user friendly “Savings Calculator” which we embedded into a micro-site. Koodo customers simply upload their latest phone bill, click a button and the calculator instantly returns the best plan combination for them. Jeffrey used his advanced algorithmic skills to create a program that carefully analyzes every line of the customers current bill, cross references it to all possible plans in the Koodo database and outputs a recommended plan. In almost all cases this recommendation shows the customer how much they can save by being on the right plan. Since Koodo makes it easy to switch-up plans anytime, once the recommendation has been made the customer can quickly implement the new plan just by clicking a button!