Software / SaaS
Turning cancellations into saves
A subscription software business where cancellations were a one-way door: the customer clicked cancel, the account closed, and that was the end of it.
Anonymous, a software business
The challenge
The business was losing every single customer who clicked cancel. Nobody caught them, nobody called, and nobody offered them anything. The cancellation just went through. Every one of those customers had already been paid for once, and was walking out without a conversation.
The old process
Cancellations were handled entirely by the billing system. There was no trigger, no queue and no owner, so a save depended on somebody happening to notice a churn report after the fact, which is far too late to do anything about it.
The system we built
- A cancellation event that fires the moment someone clicks cancel, rather than showing up in a report weeks later
- Automated outreach to the leaving customer while the decision is still fresh
- Retention offers routed by the reason given, so the response fits the reason for leaving
- Lifecycle email sequences running behind the flow
The technology
- n8n
- Lifecycle email
The result
The flow now recovers two to three customers every week. Before it existed the same process saved none of them. The difference is not a better offer, it is that somebody reaches the customer at all, automatically, at the moment they leave.