Enterprise Account Engagement Strategy

Sven joined Rogers Communication to tackle the high account churn within the business solutions division. In the early months, Sven conducted analysis through data analysis, document review and interviews with account executives and churned clients. This analysis revealed two primary causes: inadequate network coverage and weak client support.

Network Coverage Sven leveraged provincial highway travel data to identify gaps in network coverage, especially along heavily trafficked routes essential for business travelers, . His findings guided the network technology division's expansion efforts in the western provinces, ensuring reliable connectivity for enterprise customers.

Enterprise Lifecycle Management Sven developed an enterprise lifecycle management program to enhance customer relations. By collaborating with marketing and sales, he integrated lifecycle milestones into Salesforce, scheduling strategic client interactions at each stage of the enterprise lifecycle.

Account Profiler Tool To better support enterprise account executives, Sven created a Tableau-based reporting platform. This self-service tool provided instant access to usage and charges for an account’s entire fleet of devices through intuitive visualizations, significantly reducing the time to receive data from one week to minutes and enabling proactive account management.

These initiatives collectively reduced wireless subscription churn by 10 basis points to below 1%, yielding close to $5 million in annual savings. In addition, the program uncovered $13 million in cross-sell and up-sell opportunities within the first year.

EXPERTISE

• Strategy analysis

• Strategy planning

• Data analysis

• Business intelligence

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