Retention and Recovery Reporting

Expiry Management

The expiry date of both cards and subscriptions can be anticipated, to give clients the best opportunity to ensure continuance of users' subscriptions. eSuite provides a number of reports that facilitate this:

  • Credit Card Expiry Report: This returns all credit cards that are set to expire within a specified date range; and includes personal as well as payment details of the user.
  • Expiring Subscriptions Report: This returns all subscriptions that have AutoRenew switched off, and are thus bound eventually to expire.

See the Detailed Reports section of the Analytics & Reporting documentation, for more details.

Churn Prevention

eSuite also provides insight into which users have failed or are likely to fail to renew current subscriptions, by means of the following reports:

  • Account Inactivity Report: This lists eSuite users who have been inactive over the previous ninety days. A user is considered inactive when they do not meet any of the following criteria:
    • Has an active subscription
    • Has logged in within the last ninety days
    • Has updated their account within the last ninety days
    • Has been reflected in any update to client-related orders within the last ninety days

    This identifies targets for recovery.

  • Churn Prediction Report: This returns all subscriptions determined by algorithm as having a churn possibility of at least 70%.
  • Subscription Journey Timeline Report: This report maps a user's subscription to a service. It contains the following:
    • Customers who churn voluntarily from a subscription service
    • Customers who churn involuntarily from a subscription service
    • Customers who sign back up to the same subscription service, and exactly when they signed back up
    • The ability to show whether the customer re-subscribed to a service within/after x days, in order to estimate whether a customer churned unintentionally

By building a map of how a customer(s) subscribes to a service, clients are able to extrapolate trends to enable decisions to be made to encourage users not to churn.

Note that additionally, eSuite provides a Renewal Counts by Day report, which lists renewals scheduled to take place on each day of the month for a specified period. This allows close monitoring of success levels attained in retaining such users' business.

See the section in Analytics & Reporting, Detailed Reports, for more information on these and other eSuite
reports.

Profiling and Adding Incentives

Working with Data Management Platform partners, eSuite Intelligence & Decisioning module allows individual users to be recognised and tracked in areas of content they visit the most. This is reflected in statistics that indicate how their preferences might be used to retain their business.

For further information, see the documentation on the Intelligence & Decisioning module.

eSuite HQ allows a wide range of user incentives to be defined and used - including free or discounted trials, reduced rates, and more. See the Offers & Promotions documentation, within the eSuite HQ User Guide, for further information.