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Glassbox

2
min read
August 28, 2019

Tech: Cancellation Button

Skyler Stevens
medium Link

Skyler Stevens

Santa's here.


## What Problem Did We Crush? ##

1. Clients cancelling was a manual process with many layers that costed lots of manpower to function

2. Feedback cancellations/churn was often missed and spread across multiple platforms.

3. Churn metrics were incapable of being correct because of the delay of the manual process


## How Did We Crush It? ##

We implemented a cancellation button to the Billing Tab, which cancels a clients subscription, asks them how we can improve, and informs the client the expectations of cancellation.


Yes, this lets clients cancel easier than before; but it automates an already existing flow, forces us to know why a client cancelled, and will allow us to have clear follow-ups to potentially have the client sign up again. It will also unlock accurate churn metrics. Yeet


## Shout Outs? ##

@Rodrigo was a true champion on this. Incredible work. @Keenahn Jung rocked it as well! Great job guys.

Shout out to @Atusa Hangafarin and @Chris Chavez as well for jamming on the solution here.


## What's Next? ##

1. Accurate Churn Metrics

2. Email notification to Product, Customer Success, and Sentries with details of cancellation so nothing is missed.

3. Better color of cancellation button so it doesn't stick out so much

4. Visibility in DAL & Client Index on who is cancelled, paused, or active.

5. (Further Out) Automate Rene's off-boarding process


See you next Christmas!

Skyler

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