Case Study

Retaining Customers Through Frictionless Payments

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Overview

A digital media provider faced involuntary churn from failed payments and aggressive legacy collections. ContactPoint360 introduced flexible payment portals, digital-first engagement, and retention-focused orchestration to preserve subscription revenue, improve recovery, and boost customer satisfaction.

Key Highlights

Digital-first engagement reduced friction

Flexible payment plans tailored for subscribers

Automated outreach before live calls

Retention-focused orchestration improved recovery

Agents reserved only for complex cases

Challenges

Rising write-offs from failed renewals

Heavy collection calls harming customer trust

Early cancellations reducing LTV

Legacy outreach model creating friction

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

Delinquent accounts recovered and retained

%

Write-off reduction preserving subscription revenue

CSAT exceeding legacy models

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