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How DataChef helped Vodafone Ziggo tackle the problem of unhappy customers with an ML-based approach

an illustration to describe VodafoneZiggo

Who is Vodafone Ziggo?

Vodafone Ziggo is the largest cable operator in the Netherlands, providing television, internet, and telephone services to approximately 4 million homes.

Why were we there?

DataChef helped Vodafone Ziggo by providing an ML solution to the “unhappy customers” problem. They knew that a bad internet connection leads to unhappy customers, which increases the churn rates, but it was unclear exactly what caused the bad connection. On the other hand, long waiting times for mechanics added to the customers' unhappiness.

How did we help Vodafone Ziggo?

DataChef provided Machine Learning models to predict the unhappiness of the customers. We also implemented predictive models to foresee which lines needed maintenance.

This allowed Ziggo to proactively tend to customers who were unsatisfied with their Wi-Fi and keep them from turning to other internet providers.

The impact we made

Our solution allowed Vodafone Ziggo to do the following:

  • Perform preventive maintenance
  • Reach out proactively to offer support in probable unhappy cases
  • Increase customer happiness and therefore reduce churn rate