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\"Customer churn is never a good thing for any business, and it holds true for the telecom industry<\/a> that includes wireless, landline and Internet services. Our solutions for this industry focus precisely on prevention of subscriber churn,\" Hemant Warudkar, founder and chief executive, Express Analytics told ETTelecom.
Further, the top executive of an analytics company said that the prevention of churn, use-time optimisation, and expanding the network coverage area based on the backbone of data analytics are a few processes it deploys within telecom companies.
Subscriber churn or erosion, is one of the critical areas plaguing the incumbent telecom service providers. In 2011, the telecom regulator initiated mobile number portability<\/a>, allowing the users to change their carriers by retaining their mobile number.
By January 2022, the accumulated porting requests rose to 670.95 million, from 661.42 million as of December 31, 2021, with a total of 9.53 million requests in a month alone, according to the Telecom Regulatory Authority of India<\/a> (Trai) statistics.
Indian telecom operators lost nearly 9.38 million mobile users as per the telecom watchdog that principally included Mukesh Ambani owned-Reliance Jio losing 9.3 million subscribers, and Vodafone Idea Limited<\/a> (Vi) witnessing 0.38 million subscribers loss.
\"We also monitor and track drops offs, be it from the app, website or other forms of communications in order to re-engage them customers with artificial intelligence and predictive modeling,\" Warudkar said, adding that the intelligence is used to throw up recommendations in line with a customers likes and dislikes, ending in an increased rate of customer satisfaction which eventually leads to a higher ratio of customer retention.
The company said that it offers marketing services to telcos<\/a> that are rolling out data-based products and services, especially in India's semi-urban areas including tier 2 and tier 3 cities.
\"Unlike some of their western counterparts, the Indian telecom industry is grappling with rapidly falling average revenue per user (ARPU), and all our solutions are thus geared to not only arresting the fall, but also boosting the user revenue,\" the top executive added.
The company, however, didn't reveal the names of telecom operators it has partnered with.
Telcos' postpaid ARPU fell from Rs 215 in the quarter ending June 2021 to Rs 212.28 in the quarter ending September 2021 while for prepaid users, the revenue slightly improved to 102.16 from Rs 99 in the quarter ending June 2021, according to Trai data.
The US-based company that has recently forayed into India operations, sees growing demand for mining big data to convert it into operational decisions, and increasing digital transformation of public and private sector companies following the Covid-19 outbreak.
Early this year, Express Analytics has partnered with Mavcomm Advisory which inked a pact with the state-run Telecommunications Consultants India Limited (TCIL) to expand the latter's business worldwide.
In 2019, the company also signed a memorandum of understanding (MoU) with the Indian Institute of Technology (IIT), Goa, to collaborate in the field of data science and analysis, including in artificial intelligence (AI) and machine learning (ML) technology.