- Client
- Your.World
- Duration
- Multiple months
- Sweavers
- William Florin, ex-BCG, 7 years of experience
Your.World is one of Europe’s leading internet and digital infrastructure platforms. The company provides essential online services, including domain registration, web hosting, secure digital workplaces, digital identities, and productivity solutions.
With a strong portfolio of local brands, Your.World holds leading positions in multiple markets, including #1 in the Netherlands and Belgium and #2 in France. The group operates through two segments, Your.Online and Your.Cloud, and follows a decentralised model with 60+ Operating Companies across Europe. This setup combines strong local accountability with the ability to share best practices and capabilities across the group.
The challenge
Yourhosting, the largest Operating Company within Your.World and based in the Netherlands, identified customer churn as a key value creation lever. In a mature and competitive web hosting market, reducing churn is critical to improving customer lifetime value and driving sustainable growth. The goals was to move from a reactive to a proactive approach, adding more intelligence by predicting churn and enabling targeted, proactive interventions, rather than responding only after customers had already churned.
Our collaboration
Sweav member William Florin brought deep expertise in churn management from the telecom sector to address this challenge. He developed a large-scale churn propensity model that combines multiple data sources, including customer segmentation, product usage, billing behaviour, and support interactions, to identify customers at risk of churn.
The model enabled targeted interventions and more proactive customer management. Initial experiments delivered a significant reduction in churn and validated the approach.
