Preventing customer churn with artificial intelligence-based analytics

Abstract

The use of analytical tools and disruptive technologies is a strategic imperative for companies to operate successfully in global markets. Wilo, a leading premium provider of pumps and pump systems, tasked Holger Jentsch, the Vice President (VP) of the Group Sales Excellence department, with piloting initial technological transformation projects in certain sales processes. As a lighthouse project, Jentsch aimed to use an artificial intelligence (AI) based analytics tool to prevent customer churn. Therefore, the case outlines critical success factors for the implementation of data-based decision-making which are elementary for Jentsch’s digital transformation project.