Ivey Publishing showcases the ECU Worldwide–Allcargo Global case by IIM Mumbai on AI-led churn reduction and growth.
Ivey Publishing has featured a breakthrough global case study on data-driven customer retention management developed for ECU Worldwide, a wholly owned subsidiary of Allcargo Global following the demerger of the International Supply Chain business from Allcargo Logistics.
Titled “ECU Worldwide: Data-Driven Customer Retention Management”, the case study was developed by a research team at IIM Mumbai, led by Prof. Manoj K. Tiwari. It chronicles ECU Worldwide’s analytics-led customer retention initiative spearheaded by Vaishnav Shetty, along with Shloka Shetty.
The customer retention programme, undertaken in 2024, significantly enhanced profitability by reducing customer churn, which was then in line with global industry averages. The initiative gained added relevance amid global supply chain disruptions that impacted shipping operations and drove freight rates higher. ECU Worldwide adopted an advanced analytics-based approach, segmenting customers by risk profiles and forecasting churn to improve retention and sustain competitiveness.
The case study offers in-depth insights into how machine learning algorithms and advanced AI tools enabled a sharp reduction in churn and strengthened the active customer base. As part of the initiative, ECU Worldwide integrated CRM systems with cloud computing platforms to automate data flows and streamline processes. This digital transformation improved decision-making and operational efficiency, while also enhancing the digital customer experience through personalised and responsive engagement, resulting in higher customer satisfaction and loyalty.
Commenting on the recognition, Vaishnav Shetty said the project demonstrates the transformative power of technology in building future-ready business models. He added that Allcargo Group’s digitalisation initiatives align with national skill development efforts by strengthening capabilities in data analytics, CRM and cloud computing, while contributing to the broader Viksit Bharat 2047 vision.
Prof. Manoj K. Tiwari noted that the global case study is designed to offer valuable guidance to future leaders in logistics and supply chain management, illustrating how data-driven decision-making can reduce churn, enhance customer loyalty and drive sustainable growth in an increasingly competitive environment.
Link to the Ivey Case Study – ECU Worldwide: Data-Driven Customer Retention Management
Source: PR
