{"id":1708,"date":"2026-03-17T14:57:41","date_gmt":"2026-03-17T19:57:41","guid":{"rendered":"https:\/\/strata-analytics.us\/?post_type=customer-story&#038;p=1708"},"modified":"2026-04-29T16:27:28","modified_gmt":"2026-04-29T21:27:28","slug":"ml-powered-proactive-collection-program","status":"publish","type":"customer-story","link":"https:\/\/strata-analytics.us\/es\/customer-story\/ml-powered-proactive-collection-program\/","title":{"rendered":"Programa de cobro proactivo impulsado por aprendizaje autom\u00e1tico"},"content":{"rendered":"<h3 class=\"wp-block-heading\">Situaci\u00f3n\/Escenario previo<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Los indicadores de abandono de clientes resultaron ineficaces porque predec\u00edan el evento de abandono demasiado tarde.<\/li>\n\n\n\n<li>Las campa\u00f1as de retenci\u00f3n fueron reactivas.<\/li>\n\n\n\n<li>Las ofertas de retenci\u00f3n eran costosas y las mismas para todos los segmentos.<\/li>\n\n\n\n<li>Campa\u00f1as reactivas para la prevenci\u00f3n de la deserci\u00f3n de clientes.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Desaf\u00edos del cliente<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Mejorar las tasas de rotaci\u00f3n involuntaria y reducir la morosidad.<\/li>\n\n\n\n<li>El proceso de retenci\u00f3n y cobro era manual y carec\u00eda de segmentaci\u00f3n. Se utilizaban ofertas costosas e ineficaces para retener a los clientes.<\/li>\n\n\n\n<li>Falta de estrategias de retenci\u00f3n armonizadas. Las llamadas de retenci\u00f3n del centro de contacto generaron costos sustanciales.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Soluci\u00f3n Strata \/ Facilitadores clave<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Desarroll\u00e9 dos modelos de riesgo de &quot;propensi\u00f3n a la deserci\u00f3n involuntaria&quot; y una nueva segmentaci\u00f3n del valor del cliente (analic\u00e9 m\u00e1s de 10 millones de registros de clientes y m\u00e1s de 550 variables). Defin\u00ed un nuevo proceso de cobranza y acciones que integran valor y riesgo, y cre\u00e9 recorridos de contacto omnicanal (Centro de llamadas, IVR, correo electr\u00f3nico, SMS) para optimizar costos y resultados en funci\u00f3n del valor, el riesgo y los contactos previos.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Detecci\u00f3n temprana de eventos predictivos de abandono (tiempo de espera, reclamaciones, servicio, visitas). Procesos de retenci\u00f3n automatizados y establecimiento de una matriz de retenci\u00f3n.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Resultado<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Se identific\u00f3 una secuencia de eventos que sirven como predictores de abandono en un algoritmo de propensi\u00f3n al abandono, el cual activa tratamientos y acciones de retenci\u00f3n. Se dise\u00f1aron e implementaron criterios de segmentaci\u00f3n basados en un enfoque piramidal para campa\u00f1as de estimulaci\u00f3n, con el fin de optimizar el contacto, la conversi\u00f3n y el impacto. Se transformaron las campa\u00f1as de retenci\u00f3n en medidas proactivas. Se unificaron las estrategias de retenci\u00f3n en funci\u00f3n de los segmentos de valor del cliente. Se redujo la morosidad mediante una mejor identificaci\u00f3n de los clientes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-group has-background is-content-justification-left is-layout-constrained wp-container-core-group-is-layout-531e58e1 wp-block-group-is-layout-constrained\" style=\"border-top-left-radius:16px;border-top-right-radius:16px;border-bottom-left-radius:16px;border-bottom-right-radius:16px;background-color:#f8fbff;padding-top:30px;padding-right:30px;padding-bottom:30px;padding-left:30px\">\n<h3 class=\"wp-block-heading has-medium-font-size\">Resultados<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">En los primeros doce meses del Programa de Retenci\u00f3n y Automatizaci\u00f3n de Marketing, redujimos las tasas de abandono entre 5 y 17%, dependiendo del segmento, al tiempo que recortamos los costes del centro de contacto en 35%.<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Proveedor de servicios con m\u00e1s de 20 millones de suscriptores de banda ancha, telefon\u00eda y televisi\u00f3n.<\/p>","protected":false},"featured_media":3822,"parent":0,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[1372],"class_list":["post-1708","customer-story","type-customer-story","status-publish","has-post-thumbnail","hentry","category-telco"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - 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