Preventing Churn After Contract Renewal Period

Trigger Customer is nearing the end of their 12- or 24-month contract and hasn’t confirmed renewal. Segment: “At-Risk Renewal”

Action Flow Options Co-Pilot randomly tests and measures:

  • Email reminder with renewal offer or benefits recap

  • WhatsApp message asking “Need help comparing plans?”

  • Offer to schedule a support call

  • Wait step (control)

Co-Pilot Exploration Tests which messages reduce churn and increase contract renewals → Learns what works best based on customer profile or tenure.

Next-Best-Action Push Best-performing message or offer pushed automatically to CRM tools:

  • Dynamic content (e.g. loyalty perks, usage summary)

  • Send time optimization (based on response behavior)

  • Escalation to CSM or support team if no action

KPIs Tracked

  • Contract renewal rate

  • Click-through and reply rate per channel

  • Churn rate reduction

  • Average customer lifetime value (CLV)

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