Subscription Management and Churn Reduction Platform for a Streaming Service
Media & Entertainment
What They Were Facing
StreamVault had grown to 2.8 million subscribers across three content tiers, but monthly churn was 6.2% — costing the company $18M annually in lost revenue. The billing system was rigid with no support for flexible packaging, promotional offers, or win-back campaigns. Customer support agents had no visibility into viewing behaviour or engagement patterns, and cancellation requests were processed without any retention attempt. The company had no predictive capabilities to identify at-risk subscribers before they churned.
How We Solved It
AQBEE built a comprehensive subscription management and retention platform on Salesforce. Service Cloud handled all subscriber interactions with a custom console showing viewing history, engagement scores, billing status, and churn risk in a single view. Einstein AI models analysed viewing patterns, login frequency, content completion rates, and billing events to predict churn probability 30 days in advance. Marketing Cloud orchestrated personalised retention journeys — content recommendations, promotional offers, and re-engagement campaigns — triggered by risk score changes. A custom billing engine integrated via MuleSoft enabled flexible subscription packaging with trials, add-ons, pause options, and loyalty rewards. An Experience Cloud self-service portal let subscribers manage their accounts, discover content, and access exclusive offers. The cancellation flow was redesigned with intelligent save offers based on the subscriber's engagement profile and predicted response.
The Impact
AI-predicted churn risk with automated retention journeys cut monthly churn in half, from 6.2% to 3.1%, recovering $9.2M in annual revenue.
Intelligent save offers during the cancellation flow increased the save rate from 8% to 34%, retaining 78,000 additional subscribers annually.
Flexible packaging with personalised upsell recommendations increased average revenue per user by 18% through tier upgrades and add-ons.
Unified subscriber console with full engagement context improved agent productivity by 40% and first-contact resolution by 22%.
“Churn was eating our business alive — 6.2% per month meant we were replacing our entire subscriber base every 16 months. AQBEE built a system that sees churn coming 30 days out and intervenes with the right offer at the right time. We cut churn in half, our save rate on cancellations quadrupled, and ARPU is up 18%. The ROI was evident within the first quarter.”
Want Similar Results?
Let's discuss how we can deliver the same kind of transformation for your organization.