$45MM revenue identified
$40MM saved in retention
$5MM saved with focus
Enhanced service
The challenge
Tackling operational inefficiencies and retention challenges
A leading wholesale drug distributor, servicing long-term care facilities, wanted to have competitive edge and foster industry consolidation. Over the past several quarters, the distributor wanted to explore avenues for sustained revenue opportunities. The organization aimed to better understand the reasons behind attrition and implement proactive retention strategies to safeguard its client base.
Key challenges
Focus on improving customer experience through faster, more accurate service
Increased competition and market consolidation reducing market share
Need to identify at-risk accounts and manage retention proactively
Need to boost business growth
The solution
Unlocking the drivers of customer attrition
Identification of attrition drivers
Developed churn hypotheses
Analyzed key data
Defined segment attrition
Predictive modelling
Applied predictive models
Focused on profitable facilities
Customized retention strategies
Implementation approach
1
Data gathering
Collected facility and service data
Identified churn factors
Defined attrition metrics
2
Predictive modeling
Predicted churn with ML
Prioritized profitability and segments
Provided retention strategies
3
Retention strategy
Targeted satisfied facilities
Reduced call abandonment
Tailored retention strategies
The impact
Revenue growth through retention
Revenue opportunity
$40MM saved from nursing homes
$5MM saved from assisted living
$45MM retention revenue
Improved service levels
Proximity-based pharmacies
Monitored supplies
Customized kiosks
Retention boost
Improved satisfaction
Targeted key areas
Boosted retention
Looking ahead
Expand retention targeting
Focus on additional facility types and service areas
Enhance predictive models
Continuously refine models with updated data
Improve customer service
Strengthen operational efficiencies to reduce churn
