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Case Study: Drive Customer Retention

Personalized analytics led to the creation of a customer retention program that drove up revenue by $100M for a national automotive service provider.

Our client has hundreds of stores across the country, with more than 20 million transactions completed per year. They enjoy over 30% market share, but their goal was to penetrate higher-end transactions and share of wallet. They had been experiencing a decline in per-store revenue and identified customer retention as a major contributing issue. OSG deployed deep machine learning and powerful behavioral analytics, which accelerated and industrialized analytics as well as actionable insights for their national network.

Real-time analytics now allow for seamless drill-down to franchisee and store-level performance, enabling dynamic benchmarking of performance and customer experience. The client has seen a 1% improvement in customer experience, resulting in $100M in incremental revenues.

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