Customer churn rescue
Every account scored for risk, the reason found in tickets and calls, and a save plan drafted for each account owner.
- Agents
- 84
- on the default fleet
- Starts
- 6:30 AM
- Done by
- 11:29 AM
- 31 minutes to spare
- Elapsed
- 4 h 59 min
- from the ask to the last approval
The ask, as sent to Sol
Sol, score every account for churn risk, tell me why each one is at risk, and give every account owner a save plan before lunch.
Before
Churn is found at renewal.
- Risk is discussed for the top 50 accounts only
- The reason is a guess, made at renewal
- By then the customer has already decided
With Solstice
Every at-risk account scored, the reason identified from tickets and calls, and a personal save plan drafted for each account owner.
4 hours 59 minutes. 84 agents. 3 approvers.
The morning
IllustrativeSimulated time. Each line is one step of the mission as it would run on the default fleet.
Sol
Sol assigns 84 agents across 8,200 accounts.
Commercial
Commercial agents read 14 months of usage, 310,000 support tickets and 42,000 call transcripts.
Commercial
Every account is scored. 614 are at risk, with $212M of annual revenue.
Product and delivery
Product and delivery agents trace 41% of the risk to 3 product issues and 1 delivery delay.
Commercial
Save plans are drafted for 614 accounts, written for 96 account owners.
Finance
Finance agents price the retention offers and hold 58 that exceed approved limits.
Review
Review agents check every quoted reason against its source and flag 26.
Mission complete
Chief Customer Officer, CRO and CFO approve. Plans reach account owners 31 minutes before lunchtime.
Lunchtime
31 minutes to spare
The agent team
Illustrative84
84 agents on the default fleet, by function.
- Commercial38
- Product and delivery18
- Finance10
- Comms4
- Review14
Named approvers
Every deliverable waits for a person with the authority to decide. Roles are illustrative.
- Chief Customer Officer
- Approves: The save plans
- Chief Revenue Officer
- Approves: The largest accounts and who makes the call
- Chief Financial Officer
- Approves: Retention offers above approved limits
Deliverables
3 approvers, each with the authority to decide.
- A risk score for all 8,200 accounts, with the evidence behind it
- The reason for each at-risk account, quoted from tickets and calls
- A save plan for each account owner
- Retention offers within approved limits, drafted for approval
- A product issue list ranked by revenue at risk
The same mission, two ways.
Illustrative- Traditional estimate
- Not attempted. Risk is reviewed for the top 50 accounts, once a quarter.
- Solstice
- 4 hours 59 minutes. 84 agents. 3 approvers.
Illustrative. Simulated time.