How a healthcare platform reduced churn by 28% and recovered $160.7K in 10 months
Their team was manually contacting every cancelling customer one by one. It was burning hours and still losing revenue. In 10 months, we automated the entire process and recovered $160.7K, retained 865 customers, and cut churn by 28%.
The Results, 10 Months In
Why They Came to Us
The Ask
With over 10,000 active subscribers, every cancellation meant a staff member had to manually reach out, have a conversation, and process the request by hand. There was no portal, no automation, and no system. The team was overwhelmed and customers who might have stayed were slipping through the cracks simply because no one could get to them in time.
What They Needed
- ✓Stop wasting staff time on manual, one-by-one cancellation calls
- ✓Build a system that handles cancellations without human touch
- ✓Save the team time and resources by reducing manual work
- ✓Reach customers with the right offer before it's too late
- ✓Use data-driven decisions to optimize offers for each segment.
What We Built
We replaced their manual process entirely. Seven days before any scheduled billing payment, customers now receive a personalized email with a simple choice: update their profile or billing information, confirm their account details, or choose to cancel or alter their subscription. No staff involvement needed. The system segments customers automatically and serves different offers to different groups so the right message reaches the right person at exactly the right moment.
How We Did It
A comprehensive suite of tools deployed to automate retention and reduce churn.
Automated Emails
Proactive reminders 7 days before each scheduled billing payment
Personalised Flows
Custom cancellation journeys tailored to each customer segment
Customer Portal
Let customers manage subscriptions and payments easily
A/B Experiments
Test different offers to find what retains customers best
Implementation Process
From discovery to optimisation in under 30 days.
Discovery
Conducted initial 1-on-1 demo to assess needs and pain points
Build
Developed custom profile system & automated email flows within one month
Launch
Launched the solution to automate the full cancellation process
Optimise
Started A/B testing to find effective offers per customer segment
Before Us vs. After Us
Same company. Same team. Completely different outcome.
Before Churn Solution
- Manual outreach for every cancellation
- No automated system or customer login
- Staff overwhelmed with repetitive tasks
- Missed retention opportunities
- 5.4% churn rate
After Churn Solution
- Automated emails 7 days before each scheduled billing payment
- Self-service profile & billing updates
- Staff freed for high-priority work
- Personalised offers per customer segment
- 3.9% churn rate
Key Takeaways
Every metric tied to a real retained customer or recovered dollar.
Reactivation Rate
Two-thirds of customers who entered the cancellation flow were successfully retained.
Total Saved Revenue
Revenue saved by turning potential cancellations into retained customers.
Cancellation Sessions
Thousands of sessions driven by targeted discount offers through automated flows.
Ready to Take Your Retention to the Next Level?
Schedule a call with our team today to discuss your current approach and see how we can help you improve retention.
- Expert guidance
- Effortless Setup, Maximum Impact
- Proven Success with Leading Brands