# 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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