Enterprise account engagement strategy at Rogers improves customer retention
Sven joined Rogers Communications to address high account churn within the business solutions division. Through a comprehensive analysis — including data review, document analysis, and interviews with account executives and churned clients — he identified two primary causes: inadequate network coverage and weak client relationships.
To address network coverage, Sven analyzed provincial highway travel data to pinpoint gaps along heavily trafficked routes critical for business travelers. His findings informed the network technology division’s expansion strategy in western provinces, improving connectivity for enterprise customers.
To enhance client support, Sven developed an enterprise lifecycle management program. By collaborating with marketing and sales teams, he integrated lifecycle milestones into Salesforce, enabling strategic client interactions at key stages of the enterprise lifecycle.
Additionally, Sven created the Account Profiler Tool, a Tableau-based self-service reporting platform. This tool provided account executives with instant usage and charge profiles for a business account’s entire device fleet, reducing data retrieval time from one week to minutes and enabling proactive account management.
These initiatives reduced wireless subscription churn by 10 basis points to below 1%, saving approximately $5 million annually. The program also identified $13 million in cross-sell and up-sell opportunities within the first year, demonstrating the power of Finance BI to drive both retention and growth in enterprise solutions.
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Strategy planning
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