MUMBAI — ECU Worldwide, a subsidiary of Allcargo Global, has announced that its case study on data-driven customer retention has been featured by Ivey Publishing, a global distributor of business case studies.
Titled “ECU Worldwide: Data-Driven Customer Retention Management,” the study was developed by a research team at the Indian Institute of Management (IIM) Mumbai, led by Prof. Manoj K. Tiwari, Director of IIM Mumbai. The case examines an analytics-based customer retention initiative led by Vaishnav Shetty, Deputy Managing Director at Allcargo Global and Group Chief Digital Officer, along with Shloka Shetty, Head of Innovation at Allcargo Group.
According to the company, the retention project, undertaken in 2024, aimed to address customer churn, which was in line with the global industry average at the time. The initiative gained importance amid global shipping disruptions and rising freight rates. ECU Worldwide implemented an analytics-driven framework that categorized customers by risk profile and forecasted potential churn to improve retention.
The case study details the use of machine learning algorithms, AI tools and cloud-integrated customer relationship management (CRM) systems to automate data flows and streamline processes. The company said the approach improved decision-making, operational efficiency and digital customer engagement.
Commenting on the recognition, Vaishnav Shetty said the project reflects the potential of advanced analytics and AI in shaping business models and enhancing customer value. The company added that its digital initiatives include skill development in data analytics, CRM and cloud computing for its workforce.
