ThePhoneLab is a company dedicated to repairing smartphones and tablets, and high-quality accessories sales. Founded in 2017, it has established branches in Amsterdam, Haarlem, Utrecht, Den Haag and Alkmaar. As a committed problem-solver, ThePhoneLab puts customers’ satisfaction as the priority and aims to deliver white-glove solutions with its 5 promises in mind. Today, ThePhoneLab distinguishes its brand as a customer-centric service provider. The company’s business model continues to thrive and exert a positive impact on customers.

Despite success in building a strong brand image, positive reputation and a large customer base in the Netherlands, ThePhoneLab was facing three challenges. First, just like any other growing businesses, it is essential not only to attract new customers, but also to retain existing ones. ThePhoneLab was facing difficulties in customer retention and developing long-term loyalty with its previous clients. Second, ThePhoneLab would like an overview of structured information of its clients, such as purchase habits and top-visited stores. Third, ThePhoneLab lacks an efficient way to track touchpoints along the customer journey so that it could form prevention strategies correspondingly. To combat these barriers and accelerate growth, ThePhoneLab requires more in-depth insights into its current customers, especially their personal needs along the customer journeys. Therefore, to lower churn rates, ThePhoneLab decided to proceed with Churned's CLV & Next Best Action module.