Mumbai, Feb 13: ECU Worldwide, a global leader in LCL consolidation and a wholly-owned subsidiary of the newly formed Allcargo Global following the demerger of the International Supply Chain (ISC) business from Allcargo Logistics has announced that its global case study titled “ECU Worldwide: Data-Driven Customer Retention Management” has been featured by the prestigious Ivey Publishing, a global leader in business case studies creation and distribution. Developed by a research team at IIM Mumbai, led by Prof. Manoj K. Tiwari, Director, IIM Mumbai, the case highlights ECU Worldwide’s pioneering analytics-driven customer retention initiative led by Vaishnav Shetty, recently designated as Deputy Managing Director at Allcargo Global & Group Chief Digital Officer, along with Shloka Shetty, Head of Innovation, Allcargo Group.

The customer retention project undertaken in 2024 enhanced profitability by reducing the ECU Worldwide’s customer churn which was at par with the global industry average at that time. The initiative gained even greater significance amid global disruptions which adversely impacted shipping operations and raised freight rates. The company opted for an analytics-driven approach to address the inefficiency, categorising customers by risk profile and forecasting churn to improve retention and sustain competitive edge.

The case study captures deep insights of the project, demonstrating how machine learning algorithms and the latest AI tools and techniques led to the drastic reduction of customer churn and enhanced active customer base. As part of this project, ECU Worldwide integrated customer relationship management (CRM) systems with cloud computing to automate data flow and streamline processes. This advanced digital technology intervention significantly improved decision-making and operational efficiency apart from enhancing the digital customer experience through personalised and responsive engagements, leading to increased customer satisfaction and loyalty of ECU Worldwide.

Commenting on the recognition, Vaishnav Shetty, Deputy Managing Director at Allcargo Global & Chief Digital Officer, Allcargo Group said,

“Our customer retention project is a pioneering initiative, reflecting the transformative potential of technology. This case study will inspire future business leaders and encourage other enterprises to adopt digital transformation, supporting India’s vision for a developed future. We firmly believe that advanced analytics and AI can unlock immense value for customers while shaping future-ready business models. The success story sets a benchmark for other businesses, demonstrating the transformative power of digitalization. Allcargo Group’s digitalisation initiatives in line with the National Skill Development Mission impart advanced skills in data analytics, CRM, and cloud computing among the group’s professionals. By inspiring innovation and efficiency, Allcargo Group aims to contribute to the Viksit Bharat 2047 mission.”

Commenting on the global case study, Prof. Manoj K. Tiwari, Director, IIM Mumbai said, 

“We have developed the global case study to offer invaluable insights to aspiring leaders in logistics and supply chain management by exemplifying how data-driven decision-making can drive strategic initiatives and operational excellence. It will benefit the future leaders immensely by offering guidance on reducing churn and enhancing customer loyalty for sustainable growth while underlining the necessity to embrace technological advancements to stay competitive.”