Abstract:
Telecommunication is one of the major and indispensable industry that delivers technological
foundation for societal communications and it has impacted each aspect of our lives across the world.
Customers can easily subscribe to any of the network providers. Generally, a customer could switch
from one network service provider to another due to lack of customer loyalty. Therefore, customer
churn analysis is a core research topic in recent years. Further, the problem domain was identified
using a targeted audience via conducting industrial survey such as questionnaires and interviews. The
analysis report revealed the poor excellence in billing services, hassle in complaints, absence of
customer loyalty and lack of transparency gap between “Business Intelligent Analyst” and “Business
Unit User” to communicate via system. Requirements were elicited to design and develop the “TCM”
solution. The solution suggested contains both information technology and business aspects to rectify
the identified issues. Additionally, telecommunication users will be able to predict the churn
customers through the application while business units could be able to create the campaign for
predicted customer base to increase the customer loyalty. In a nutshell, the application will increase
the efficiency, effectiveness and productivity of the application users as well as digitize the process to
create the campaign without any difficulty. The proposed application was evaluated by field experts
receiving positive feedback and was concluded with the recommendation and future works of the
application