OCA Indonesia, a CPaaS company, provides multi-channel customer engagement channels including SMS, Email, WhatsApp, and Call (IVR). As transaction volume grows, the company requires better analytical visibility into customer behavior patterns, channel preferences, and engagement consistency across its client base to drive structured growth and improve account prioritization.
The project aims to develop a unified customer segmentation framework to clarify service usage patterns, identify high-value and at-risk clients, and uncover operational or commercial opportunities for retention, cross-selling, and revenue growth. Additionally, it supports infrastructure capacity planning by evaluating platform traffic concentrations.
Here’s the Live Power BI Dashboard:
