500,000 customers. Clean data. Contract end dates in the CRM.
The intelligence exists. The conversations do not.
500,000 customers. Clean CRM. Invoice data by account. Contract end dates in the system. The data is there. The conversations are not. 90% of that base has never had a proactive contact from O2 Business. RegenAI changes that without adding headcount.
90%
Of customers
not actively
managed
not actively
managed
Total Customer Base
500,000
Across 50 acquired businesses. Single CRM. Clean invoice data.
Actively Managed
10%
50,000 getting real account management. The rest are quiet.
Invisible to the Team
450,000
Paying their bill. Silent. Nobody knows how they feel about it.
Activation Cost
£1
Per customer. RegenAI opens the conversation. Your team closes.
The Data Advantage Is Already There
Contract end dates in the CRM. Invoice records showing exactly what each customer buys. Most businesses spend months trying to build this data set. O2 Business already has it. The missing piece is a system that acts on it at scale.
The Cost of 90% Silence
A customer who never hears from you proactively is one a competitor can reach first. At 500,000 customers, 5% churn is 25,000 accounts gone. You find out when they stop paying, which is too late to have the conversation that keeps them.
Three Things RegenAI Does With This Data
Contract end dates trigger conversations 90 days before renewal. Invoice records show what each customer is not buying. Every customer silent since acquisition gets a conversation that puts O2 Business in the room first.
What Happens When 90% of Your Base Is Unmanaged
None of these are resource failures. They are coverage failures.
Churn discovered at cancellation, not before it
A customer whose contract ends with no contact from O2 Business does not renew out of loyalty. They renew with whoever called them first. The end dates are in the CRM. The conversations are not.
Critical
White space invisible without a conversation
Invoice records show what each customer buys. Not what they would buy if someone asked. A connectivity customer may not know O2 Business does mobile, cyber, or cloud. Nobody has told them. The revenue is in the data, unasked.
Critical
Acquired customers with no re-established relationship
Customers of 4Com, acquired by O2 Daisy and now part of O2 Business, and the other 49 acquired businesses, receive account comms and know who they're with. What they haven't had is a proactive, individual conversation since the acquisition. That is a coverage gap, not a brand issue.
High
Account managers cannot cover 450,000 customers
If the managed 10% takes the full capacity of the existing team, the other 90% will never get proactive contact without a system behind it. Headcount alone does not solve this.
High
What the Competition Is Doing Right Now
Every telecoms competitor knows a customer approaching renewal is in play. Brokers and resellers are running campaigns targeting those windows. First contact owns the conversation. Second contact is already a fight. No contact means the customer leaves.
The Data Makes This Solvable
Contract end dates, invoice records, product holding data. Better than most businesses start with. RegenAI reads it from the CRM and opens a conversation that references what the customer actually has, not a generic opener.
Three conversations. Same platform. Same CRM data.
RegenAI reads contract position, product holding, and account activity, then opens the right conversation for each customer. Your team only sees the ones who are warm.
Use Case 01
Contract Renewal: Stop the Churn Before It Starts
Triggered 90 days before contract end. RegenAI opens a proactive check-in: how has the service been, any issues, and when the time comes would they like to talk through options. Dissatisfied customers are flagged immediately. Happy ones are warmed up for the account team at 60 days. The conversation happens before a competitor's does.
Use Case 02
White Space: Find the Revenue That Is Already There
Invoice records show what each customer holds. RegenAI uses that to open a specific conversation. Connectivity customer gets asked about mobile. Mobile customer gets asked about cloud or cyber. Not a pitch. A check-in that references what they already have and asks if a gap is costing them. Interested leads go to the sales team with full context.
Use Case 03
Dormant Accounts: Re-establish the Relationship
Customers with no proactive contact since acquisition. RegenAI opens under the O2 Business brand and asks how things are going. Not a sales call. An account management conversation at scale. Issues get escalated. Happy customers get a note that the team is there. Either way, the relationship exists now.
How the CRM Data Drives Each Conversation
RegenAI reads from the CRM before opening anything. Nothing is generic.
Contract end date
Triggers the churn prevention conversation at 90 days. Classifies each customer as In Window, Approaching, or Locked In. Prioritises the team's time on the accounts that matter most, right now.
Invoice records: product holding data
Shows exactly what the customer buys and what they do not. RegenAI uses this to personalise the white space conversation. A customer on connectivity alone gets a different message to a customer on connectivity and mobile.
Last contact date and account activity
Identifies dormant accounts: customers who have not had a proactive conversation in a defined period. Triggers the relationship re-establishment conversation under the O2 Business brand.
Acquisition source
Tells RegenAI which business the customer came from. The opener can reference that history. "You've been with us since the 4Com days" lands differently from a cold opener that ignores it entirely.
Every Conversation Writes Back
Every outcome writes back. Satisfaction, churn risk, white space interest, contract timing. The CRM is more accurate after every campaign than before it.
Your Team Only Sees What Is Ready
Account managers get a handback when a customer is warm, interested, or at risk. Not when they are fine. Every handback has a full summary of what was said and what the next step is.
The CRM is the brief. The conversation does the work.
RegenAI does not send a sequence. It holds a real two-way conversation on WhatsApp or SMS, adapts to what the customer says, and keeps going until there is a clear outcome. One question per turn. Nothing reads like a broadcast.
From CRM Trigger to Account Manager Handback
Four stages. RegenAI handles 1 and 2. Your team takes it from 3.
Stage 1: CRM reads the trigger
Contract end date hits 90 days. Invoice data shows a gap. Last contact exceeds the dormancy threshold. The system identifies which conversation each customer needs and queues them. No manual work.
RegenAI
Stage 2: The conversation opens and runs
A personalised WhatsApp or SMS opens using the customer's name and account context. The AI holds the conversation, handles questions, qualifies the position, and keeps going until the picture is complete.
RegenAI
Stage 3: Warm handback to account manager
Customer at renewal and open to a discussion. Customer interested in a new product. Customer with a service issue. In each case the account manager gets a full summary: what was said, where the customer is, what to do next. They walk in knowing everything.
Account team
Stage 4: CRM updates, pipeline refreshes
Outcome recorded. Next trigger set. Deferred customers return automatically on the date they gave. Renewed customers log their new end date. The cycle runs without manual intervention.
Account team
At Risk
Dissatisfaction flagged or competitor mentioned. Escalated immediately to senior account management. P0 priority.
In Window
Within 90 days of renewal, satisfied, ready to discuss options. Handed to account team for renewal conversation.
White Space Identified
Customer has expressed interest in a product they do not currently hold. Handed to sales with interest confirmed and product context captured.
Start with a cohort. See what comes back. Scale from there.
The pilot runs across an agreed slice of the unmanaged base. Start with churn prevention. The contract end dates are already in the CRM, the ROI is measurable, and it proves the platform for everything that follows.
£1
Per customer
to activate
to activate
Pilot Approach
Cohort
An agreed slice of accounts approaching contract end. Volume confirmed once CRM data is reviewed.
Activation Cost
£1
Per customer. Flat. Regardless of conversation outcome.
Handback Fee
£75
Per warm lead handed to account team. Only charged on results.
Cost If Not Warm
£1
Customer still contacted. Outcome recorded. CRM updated. Nothing more.
Why Start With Churn Prevention
Highest-value. Easiest to measure.
The trigger is already in the CRM
The end dates are already there. No discovery phase. RegenAI reads the date, calculates the window, and opens the conversation. Fastest use case to launch.
The ROI is immediately measurable
A customer who renews after a RegenAI conversation versus one who does not is a clean data point. The pilot produces a retention rate on the activated cohort versus a control group. The number is clear.
The downside is a pound
A customer contacted 90 days before renewal who does not engage costs £1. You know they are not on WhatsApp. That is useful information about how to manage the account.
It proves the platform for white space and dormant activation
Once the team has seen the churn prevention conversation and what a handback looks like, white space and dormant activation are simple extensions. Same platform, different brief, different trigger.
What the Pilot Produces
A retention rate on the cohort. White space flags. Satisfaction signals. A list of at-risk accounts to escalate immediately. Contract dates updated automatically. All in the CRM before the pilot ends.
What We Need to Size It
The number of accounts whose contract end date falls within the next 90 days. Their average monthly revenue value. The current renewal rate on managed versus unmanaged accounts if that data exists. These three numbers produce a commercial model specific to O2 Business, not a market benchmark.
From Here to Live
Four steps. Pilot goes live within two weeks of data receipt.
Define the pilot cohort
Agree the segment. Accounts with contract end dates in the next 90 days, excluding the managed 10%. Clean slice, clear before and after.
This week
CRM extract
Name, mobile number, contract end date, product holding, acquisition source. We prep it before anything goes out.
This week
Onboarding session
One call. We build the conversation brief: how to open, what qualifies as a churn risk, what triggers a handback. We make it sound like O2 Business.
Week 2
Sign Terms of Business
£1 per customer activated. £75 per warm lead handed to the account team. No retainer. No setup fee.
Before live
What We Need From O2 Business
A CRM extract. Name, mobile number, contract end date, product holding, account value where available. We handle everything else before the first message goes out.
What the Account Team Gets Back
Warm handbacks with context. Every account manager gets a customer whose position is already understood and whose next step is clear. No blind renewals. No surprises at cancellation.
Questions That Sharpen the Commercial Model
The pilot answers most of these. These are the numbers that turn the model from indicative to precise.
What is the current renewal rate on the unmanaged 90%?
If managed accounts renew at a measurably higher rate than unmanaged ones, the delta is the value RegenAI targets. Even a 5% improvement in retention across 450,000 accounts is 22,500 contracts saved.
What is the average contract value across the unmanaged base?
Retention value per conversation = average contract value × renewal rate improvement. This single number determines the ROI on the pilot.
How many accounts have a contract end date in the next 90 days?
This is the immediate addressable market for the churn prevention use case. The pilot is sized from this number.
What does the product holding data look like across the base?
Which products are most commonly held alone versus in combination? This identifies the white space patterns before the campaign runs and lets us build product-specific conversation briefs for each cohort.
What mobile number coverage exists in the CRM?
RegenAI operates on WhatsApp and SMS. The pilot requires a valid UK mobile number per contact. Understanding the coverage rate before launch determines the true reachable base.