PR-4103 · Live
Defector Detector
Every week, Defector Detector reads through a company's recurring-service customers and scores each account for signs it is heading toward cancellation: failed payments, repeated complaints, missed visits, and what the route technician wrote down. The accounts that look at-risk come to the Membership Coordinator in a short brief. Each brief shows which signs showed up and suggests a way to keep the account, such as a direct call, a rate review, or a service check-in. The coordinator reads it, takes the step, and notes what happened. That note stays on the account. When the company's field service system is connected, the brief is built from the records already in it, and the outcome is written back.
The promise
The accounts that need attention surface on a short list each week, already read and explained, without anyone combing the whole book one account at a time. The drifting customers show up while there is still time to act, and the hour that used to go into the hunt goes to the calls that keep them. Every action and its outcome stays on the account, so the full picture is ready the next time.
How it works
The path from input to value.
- 01
The weekly scan runs
Once a week, the product reads through the company's recurring-service customers.
- 02
Each account is scored
Every account is checked against the signals the company chose: failed payments, complaints, missed visits, and technician notes.
- 03
At-risk accounts surface in a brief
Accounts that cross the risk line surface in a short brief that shows which signals fired and suggests a retention action.
- 04
The coordinator acts and records it
The Membership Coordinator reviews each brief, takes the step, and notes the outcome, which stays on the account.
- 05
Connected records keep it current
When the field service system is connected, the brief is built from its records and the outcome is written back to the customer record.
The day before. The day after.
Same moments. Lived differently.
The coordinator works the renewal list and answers member calls. The accounts that are quietly unhappy are not on any list, so they never come up.
8:30 AMThe week's brief is waiting: a short list of accounts the scan flagged, each with the signals that fired and a suggested next step.
8:30 AMBefore
The coordinator works the renewal list and answers member calls. The accounts that are quietly unhappy are not on any list, so they never come up.
After
The week's brief is waiting: a short list of accounts the scan flagged, each with the signals that fired and a suggested next step.
A long-time customer calls to cancel. The coordinator pulls up the account and sees the whole story only now: two failed payments, a complaint last month, a visit that got skipped.
11:00 AMThe coordinator works down the list, calling the account with two failed payments and a skipped visit before that customer has thought about leaving.
11:00 AMBefore
A long-time customer calls to cancel. The coordinator pulls up the account and sees the whole story only now: two failed payments, a complaint last month, a visit that got skipped.
After
The coordinator works down the list, calling the account with two failed payments and a skipped visit before that customer has thought about leaving.
The save attempt is a scramble, made after the customer has already decided. Some weeks there is time to spot-check a few accounts by hand. Most weeks there is not.
2:00 PMEach call and its outcome is noted on the account as the coordinator goes, so the record builds itself.
2:00 PMBefore
The save attempt is a scramble, made after the customer has already decided. Some weeks there is time to spot-check a few accounts by hand. Most weeks there is not.
After
Each call and its outcome is noted on the account as the coordinator goes, so the record builds itself.
The coordinator leaves knowing other accounts are drifting the same way, with no way to find them before the call comes.
4:45 PMThe coordinator leaves having reached the drifting accounts this week, while it still made a difference.
4:45 PMBefore
The coordinator leaves knowing other accounts are drifting the same way, with no way to find them before the call comes.
After
The coordinator leaves having reached the drifting accounts this week, while it still made a difference.
What it doesn’t do
The edges we drew on purpose.
A product that tries to do everything ends up doing nothing well. Here’s what we left out, and why we don’t feel bad about it.
- ×Sending the retention messages or running an outreach sequence.
- ×Making the rate change, pausing service, or reassigning the route.
- ×Processing payments or changing billing.
- ×Managing the membership renewal calendar.