0%
Monthly churn.
CLIENT CASE · RETAIN, THEN CONVERT · EMERGENCY MONITORING
In a 24/7 operation, supervision stopped turning over: monthly churn fell from 2.2% to 1.5%.
An emergency monitoring subscription for older adults, with a 24-hour response center, 45,000 subscribers, and R$62 million in annual revenue, handled emergencies well but the relationship with the paying family poorly. Supervisory roles reopened almost every month. In six months, Leverage Now separated queues, established a supervisory cadence, and created proactive family outreach. Monthly churn fell from 2.2% to 1.5%, and the subscriber base resumed growth.
- Industry: Subscription services, emergency monitoring.
- Focus areas: Retain, then Convert.
- Engagement: Six months.
- Reference product: Leverage Unlock.
2.2% → 1.5% monthly churn
Evolução registrada em seis meses.
ANONYMIZED CLIENT CASE. Metrics reflect progress recorded during the stated project period.
Highlighted results
0%
Cancellations for avoidable service and billing reasons.
11 min → 2 min
Wait time in the non-emergency relationship queue.
0%
Families receiving proactive monthly contact.
20 → 85
Reactivations per month.
42 → 63
Family NPS.
0%
New subscribers from referrals.
1 of 3 → 3 of 3
Shift supervisors in role.
±30% → ±12%
Monthly sales variation.
R$5.20M → R$5.45M
Monthly revenue.
60 subscribers → 360 subscribers
Net subscriber growth per month.
Os indicadores refletem a evolução registrada no projeto durante o período informado.
Starting point and challenge.
The service and relationship supervisor left in September, and the role reopened in October. Agents joined without anyone organizing queues, priorities, or cancellation signals. Relationship calls competed with emergencies and waited 11 minutes, billing contacted families only after delinquency, and more than half of cancellations had avoidable causes.
The challenge
Five sales consultant openings across inside, telephone, and field sales between April and October revealed a team that kept turning over, with monthly sales varying by 30%.
The four methodology areas and five risks pointed to this priority sequence: Retain, then Convert.
APPROACH
From prioritization to execution.
00
Diagnosis and prioritization
We measured all four methodology areas. The center answered emergencies within 15 seconds and had capacity, while new demand was stable. The leak was in relationships with existing subscribers.
00
Queues and supervision
We separated emergency, relationship, and billing queues, coded cancellation reasons, and appointed the center coordinator as interim supervisor. All three shift supervisors joined in month two to run an established cadence.
00
Proactive retention
Every subscriber's family received monthly contact covering equipment testing, use, and well-being. Risk alerts flagged 60 days without testing, late payment, or address changes. A retention team gained authority to offer pauses, plan changes, and technical visits, while billing moved ahead of due dates.
00
Second wave: sales that remain
We introduced a consultative family-sales script, ten-day onboarding for consultants, stage-level targets, and compensation tied to 90-day retention.
What changed during the period.
Once families heard from the company every month rather than only at billing, avoidable reasons fell from 55% to 30% of cancellations and reactivations more than quadrupled. Dedicated queues and complete shift supervision cut relationship wait time from 11 to 2 minutes without affecting emergency response. Net subscriber growth rose from 60 to 360 per month at the same gross sales volume, and referrals from satisfied families generated 38% of new subscriptions. A process and retention-linked compensation stabilized sales.
What changed in practice.
Antes
- Before
- Relationship calls competed with emergencies
- Supervisor role reopened almost every month
- Families heard from the company only at billing
- 55% of cancellations had avoidable causes
- Sales team turnover; monthly sales varied 30%
Depois
- After
- Three queues, three supervisors, and a 2-minute wait
- Cadence established before hiring; every shift covered
- Monthly contact and subscriber-level risk alerts
- 30%, supported by a retention team with authority
- Ten-day onboarding and compensation tied to retention
Which of these opportunities fit your company?
Leverage Now reviews your business context, sets priorities, and outlines next steps.