Cut quarterly plan churn by more than half by fixing one boring thing.
Quarterly plans were lapsing silently. Customers were not cancelling — their cards were expiring, the charge failed, and the account dropped out of the schedule without anyone noticing for two quarters.
−58%
quarterly plan churn
measured over 2 quarters
31
accounts saved from silent lapse
in quarter one alone
2.4x
WDI inspection volume
after the agent portal launched
What we did
Card-expiry rescue: an automated sequence starting 30 days before expiry, then a text, then a call from the desk.
Renewal campaign 45 days before annual plans ended.
A realtor portal for WDI inspection requests, removing the phone call from the agent relationship.
Service history per address, so techs arrive knowing the last application.
Half our "cancellations" were never cancellations. They were dead credit cards. Nobody told me that was a fixable problem.
— Operations Manager, Limestone Pest Solutions
Services used
until the first piece was live