Technology

SaaS provider: discovering new revenue streams via data exploration

The Challenge

Commoditasation of core product and increasingly saturated market causing up to £350m in annual lost opportunities owed to churn​

Urgency to get value from customer data to improve business performance

Rich data landscape but limited capability and no method to prioritise and develop use cases

The client, a leading consumer software provider, has been witnessing a declining retention rate across their main customer segments. With hundreds of TB of high quality data, the opportunity to drive more value out of customer data was identified as a clear business mandate. Arca Blanca was appointed to identify the most valuable use cases that will drive performance quickly.

The Results

Identified over £10m in revenue opportunities through data use cases across the customer lifecycle

Scoped and prize-sized the top use case to minimise churn and optimise revenues through renewals, up-sell and cross-sell

Explored the data landscape including opportunities for enrichment through external data sources

£10m+​

revenue opportunities identified by exploring and prioritising AI use cases​

The team analysed the customer lifecycle to map out challenges and opportunities and translate these into data use cases. A rapid diagnostic of data sources informed the suitability of these use cases. The outline scope of the first use case included a size of the prize, a design methodology and a delivery plan. Fast-forward to now, the business is leveraging data extensively to drive customer centricity.

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An increasingly competitive market coupled with declining demand was creating significant challenges for our client in converting and retaining customers. Manual optimisation processes and the lack of data-backed ways of working were a critical blocker. Arca Blanca analysed the business and data landscape, mapped out the most strategic opportunities and outlined the scope and case for minimising churn, optimising revenues and exploring cross-sell opportunities.

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