40% of recurring revenue held through lockdown

What was not working

Offices closed and subscriptions were cancelled by email, one after another. There was no list of who was at risk and no offer to put in front of them, so cancellations were processed rather than answered.

What we did

1. 01Pulled every subscription into one list with its renewal date and its usage before the closure.
2. 02Called the largest accounts first with a pause option instead of a cancellation.
3. 03Offered home delivery for the same teams, billed to the same company account.
4. 04Reported retained revenue weekly, which kept the effort pointed at the accounts still savable.

Published with written permission from the client, who asked not to be named. That is why the business is described by industry and location rather than by its name, and why every number here carries the system it came from.