Capturing $30M in value through autonomous retention modeling for a $90B Digital Infrastructure PortCo.
Value Captured
$30M
Predictive Lift (Top Decile)
4.5x
Retention Cost Reduction
-$40/User
In the capital-intensive digital infrastructure sector, maximizing customer lifetime value (CLV) is critical. For this $90B Private Equity portfolio company operating across multiple geographic broadband markets, voluntary disconnects among residential customers were actively eroding margins.
Legacy churn models were purely reactive and lacked statistical predictability. The organization needed to execute strategic network rate increases, but doing so blindly risked accelerating customer attrition. Operating in a highly competitive market, the firm required a deterministic, data-driven approach to optimize pricing without sacrificing their subscriber base.
Condensed Matter partnered directly with the COO to spearhead a comprehensive "Churn Initiative." Moving beyond basic analytics, our Forward Deployed Engineering team designed an end-to-end future-state workflow that mapped the entire customer journey to high-impact intervention points.
We engineered and deployed a dual-engine machine learning architecture: a high-precision Probability Model targeting the top 10% of high-risk customers, coupled with a dynamic Price Sensitivity Model. This transformed operations for the Billing and Retention teams—allowing them to intelligently route save offers, moving from blanket discounting to surgical, AI-driven interventions.
"The dual-engine machine learning architecture transformed our retention strategy. We moved from reactive, blanket discounting to highly surgical interventions, enabling us to pass rate increases while actually shrinking our churn."
— Chief Operating Officer, $90B PE Sponsor
