The operation before Arborn
Churn showed up in quarterly reports — after the customer had already left. Risk signals existed in billing delays and support sentiment, but nobody saw them in one place or in time.
What we built
Arborn Insight scores the portfolio weekly from policy, billing and call-centre data. Arborn Logic routes high-risk customers to the retention team with the reason attached and records what was done.
What it connected
Policy administration, billing events and call-centre logs; the retention workflow with human approval on every outreach.
The result
In the pilot cohort, at-risk customers were contacted on average 14 days earlier than the previous process, and renewal in the test group ran 2.3 points above control. Pilot figures over one renewal cycle.
What came next
The same decision flow is being extended to payment-plan offers.