Churn Management Free Template

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.

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.

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.

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.