A subscription software company was losing customers with no early warning. By the time a cancellation email arrived, it was too late to intervene, and the team had no way to prioritize retention effort.
We developed a churn prediction model scoring every account weekly based on product usage, support tickets and billing signals. High-risk accounts trigger automated alerts to customer success with recommended playbooks.
Customer success now reaches at-risk accounts weeks before cancellation. Retention improved measurably in the first quarter, protecting recurring revenue at a fraction of the cost of new acquisition.
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