Buildertrend is intent on disrupting the more than $514 billion U.S. residential construction market with a data-driven approach. Two of their main focuses currently include churn reduction and smart customer messaging. With regard to the former, the team at Buildertrend efficiently targeted at-risk accounts to drastically reduce churn by 60%, a number that has only increased since they implemented Dataiku. Initially, the data scientists created a churn probability model in a Python notebook, identifying some customers to be in a control group to test its accuracy. They would take a list of the potential churners manually created by the data scientists and encourage them to check in with their customer service representative.
Over time, the process was wholly automated by Dataiku — customer service representatives now receive automatic notifications of potential churners and an estimate of how soon they are going to churn — and the team has been able to spread internal adoption of their churn reduction model.
Additionally, Buildertrend leverages Dataiku to help identify the right content to push to a certain user at a certain time. The smart messaging system (which is tied to Salesforce) measures feature usage across the entire customer base and the health of individual users relative to optimal usage thresholds. Through Dataiku scenarios (which involve automating a sequence of actions), Buildertrend knows when people are crossing those identified thresholds and uses them to trigger the “Next Best Action” with personalized content delivery.
Thanks to Dataiku, the ease and speed at which the team is able to get a solution to a business problem is impressive. With limited knowledge at the outset, the entire team learned the platform quickly and now has it tightly integrated with mission-critical systems across the company. It’s incredible how this tech enables us to go fast and speed is critical to our success as a company.”
Luke Christiansen, SVP, Data and Research