As part of the PwC job simulation on The Forage platform, I worked on a case study involving a hypothetical telecommunications company seeking recommendations to address customer retention challenges. The company provided customer data, including details about those who had discontinued their services.
I used Power BI to visualize the data and performed an in-depth analysis based on the visualizations. My recommendations to the client included implementing monitoring systems or offering targeted incentives for customers with the following characteristics:
- No partner
- Have dependents
- Short tenure (0–20 months)
- Use fiber optic internet services
- Do not use online security
- Do not use online backup services
- Do not use device protection
- Do not utilize tech support
- Use month-to-month contracts
- Pay via electronic checks
- Generate a high number of tech support tickets
- Have total charges below CHF 2,000
Screenshots of the data visualization are shown below. The Power BI file from this project can be accessed here, and the badge of completion is available here.
Cover photo by Troy Squillaci