Churn Management Free Template

#CS & Support #conditionals #visibility

Pipefy’s Churn Management template allows you to offer your customers a good experience even up until your last engagement. Establish a standardized workflow with quick responses and conditionals fields, increasing service efficiency with automations that streamline your team’s work.

With visibility over and standardization of the entire operation, you can ensure quick and clear communication with departing customers and capture the reason why the decision was made to close the account.

Unlock full visibility

Create a custom form with conditional and mandatory fields so your team can gather key data to understand why a customer is churning. Standardize this process so your company has a clear understanding of where improvements can be made.

Automating key communications, like emails, offers speed in customer service. From the moment a new churn request arrives at the pipe your team is confident with how each case should be managed and will do so in a standardized and responsive manner.

Managers have the benefit of maintaining complete visibility over his/her operations and managing their team and demands in a single place.

Fast and efficient Churn Management

End-to-end visibility of the workflow

Centralize information in one place with easily accessible histories.

Standardization to ensure successful execution

Standardize form fields so key data is always captured during the request phase.

Effective and automated communication

Create consistent and automated communication flows.

Receiving churn requests

There are different ways to receive requests to churn in Pipefy. The most common is the Start Form, in which the Customer Service team receives the needed information to start the account closing process. You can also transform the form into a Public Form, add it to a Portal or embed it on a website, which allows you to ingest requests from multiple channels.

Another way to receive requests is by integrating other processes with Pipefy, such as your Customer Success Management pipe. This way, you’ll receive the churning customer’s information history and have greater visibility into their journey with your company. Your options are endless since Pipefy can integrate with most of your legacy sales and CS tools.

Understand the client’s motive for leaving

Although we hate to see a customer churn, collecting data about why they’re leaving is critical to your company’s future success. A standardized and personalized request form, with mandatory fields for churn descriptions, analysis, categorizations, points of contact, negotiations and more allows you to identify, categorize and report on reasons for churn.

From the first phase (new churn requests), you will have the ability to categorize key customer data like company size, industry, region or issues the customer encountered. Based on these criteria you can assign specific team members to manage the account closure.

You can specify which fields are displayed in each phase of the workflow. For example, in the cancellation phase, you can specify whether the customer requires a refund, if further services are required and when the account will be closed. All phases are customizable so you can add or remove information according to your needs.

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Let the data help you grow

With Dashboards and Reports, you can keep an eye on the relevant pipe information and churn rates. Create custom charts (lines, areas, bars, tables, calendars and much more) to track pipe metrics, such as churn volume per month or lead time from the cancellation request until the account is closed.

Adapt this template for your needs and hit the ground running

Fast and simple to deploy

Get started with your process in minutes with this easy-to-use template.

No/low-code

Customize your unique needs without help from the IT department.

Wide app integrations

Connect your ERP, HRIS, CRM, and other existing tools with Pipefy to build a truly integrated operation.

Customer Service teams across the globe love Pipefy

With Pipefy I can improve my customer onboarding process experience on a daily basis because I have a timeline of what happened to each customer, who helped, when, etc. Now I know exactly why a client is delayed and who is responsible for what. Also, I can easily find all the history of this client. From a manager’s perspective, it’s a great way of improving our customer experience.

Marcelo Bentivoglio CEO

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Churn Management Template

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