AfriPay

The Challenge

AfriPay, a rapidly growing fintech company in West Africa, was experiencing concerning churn rates as they scaled. With over 2.5 million customers and ambitious growth targets, they needed to identify at-risk customers earlier and implement proactive retention strategies. Their existing tools provided limited visibility into customer health, and their success teams were primarily reactive, responding to issues after customers had already decided to leave.

The Solution

• Implemented Synkora's Customer Health Scoring to identify at-risk customers before they churned
• Deployed the Lifecycle Management module to create personalized customer journeys
• Utilized the Integration Hub to connect customer data across 12 different systems
• Established automated playbooks for different customer segments and health scores
• Empowered success teams with real-time dashboards and proactive alert systems

Implementation

The implementation was completed in just 6 weeks, with Synkora's customer success team providing hands-on support throughout the process. AfriPay started with a pilot program focused on their highest-value customer segment before rolling out the platform across their entire customer base.

Detailed Results

Within the first three months of implementation, AfriPay saw a 45% reduction in customer churn across their premium segments. Their Net Promoter Score increased by 32 points, and customer lifetime value grew by 27%. The success team's efficiency improved dramatically, with each CSM able to effectively manage 35% more accounts while delivering more personalized service. The platform paid for itself within the first quarter, delivering a 287% ROI within the first year.