When the client wanted to reduce service cancellations among their customer base, we redefined what ‘proactive’ and ‘reactive’ should mean for the challenge at hand. Proactive was identifying what makes customers want to leave, and reactive was providing timely resolutions that make them want to stay. To achieve this, we carved out an analytics-driven strategy that made customer interactions more informative and intuitive. This helped us exceed the client’s ‘saves’ targets during calls, turning dissatisfaction into delight for their customers, and turning potential losses into revenue for their business.