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SkyMesh’s Journey with Microsoft Dynamics 365 to Combat Churn


The Brief

Operating in the highly competitive industry of broadband and internet provision, SkyMesh is a B2C business that helps connect rural communities to the internet.

Skymesh was facing challenges with retention and churn and was seeking a technology party to help better leverage Microsoft Dynamics 365 to enable their strategic response.

Our Approach

Experience Digital assisted SkyMesh in transforming their business operations through leveraging Microsoft Dynamics 365 for a range of data services to drive retention and churn reversal from lost customers by creating and automating workflows.

By enabling high-level visibility fuelled by valuable data extraction, customer care agents had the ability to contact these customers, enhance messaging and improve the overall data collection process.

The Outcome

SkyMesh now has a customer 360-degree view via dashboards where they can see customer details, associated subscriptions, related tickets and other activities, with the added capability to analyse churn cases and deep dive into the reasoning behind customer loss.

Dynamics 365 has enabled SkyMesh to collect customer feedback for better customer service. This was achieved with Dynamics 365 Customer Voice implementation during the ‘Churn Reversal’ project.

As a result of implementing Microsoft Dynamics 365 to automate workflows, SkyMesh has experienced a monumental reduction in time frames including:

  • 90% reduction in time to report on churn cases
  • 90% reduction in time to report on churn by products/ service


SkyMesh aims to provide regional Australians, who live beyond the scope of fibre broadband networks commonly available in metro areas, with access to the best possible rural internet connection, service speeds, customer experience and data allowances.

About Experience Digital

Enabling businesses to thrive in the Digital Era.

Experience Digital is a trusted national digital software, data, automation, and systems integration house that has vast experience in assisting clients to transition to a digital future.

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