Industry:
B2C subscription
Service company
BOB Autowas
Size of customer base
20.000+
Key products/services offered
AI-driven segmentation, predictive churn modeling, and campaign performance insights
Introduction
BOB Autowas sought to reduce its monthly churn rate, which stood at approximately 4.6%, and better understand why certain customer segments were underperforming. With data scattered across various platforms, the company lacked clear visibility into which customer groups were most at risk and why. This made it difficult to implement targeted retention strategies or improve the subscription model’s revenue share. Ultimately, BOB Autowas needed a data-driven solution that could unify its data, identify struggling segments, and guide proactive interventions to increase retention and subscriber growth.
Challenges faced: Inability to identify poorly performing customer segments and their churn drivers, leading to a one-size-fits-all retention approach.
Impact on business: Missed opportunities to tailor campaigns to specific segments, potentially leaving revenue on the table and causing higher than necessary churn.
Missing capabilities: A comprehensive, data-driven platform that could integrate multiple data sources, predict churn, and support segment-level retention tactics.
Problem statement
BOB Autowas chose Churned because it offered the machine learning-driven insights they needed to clearly identify at-risk segments and understand the underlying factors influencing churn. With Churned, the company could finally see how different marketing actions impacted long-term retention and refine their strategies based on predictive analytics rather than intuition.
Reason for choosing Churned: Advanced segmentation, real-time customer health metrics, churn predictions, and actionable insights all in one unified platform.
Key features: Integrated dashboards for unified customer data, high-accuracy churn prediction model, health scores, key churn factors, campaign performance insights, and marketing automation integrations (e.g., Google BigQuery and Active Campaign).
Alignment with goals: By providing deeper insight into which segments were leaving and why, Churned allowed BOB Autowas to implement targeted campaigns, reduce churn, and enhance customer lifetime value.
Our strategy
Churned integrated customer data from multiple sources into a single platform, enabling BOB Autowas to easily identify distinct customer segments and their associated churn risks. With automated segmentation, the company could quickly determine the effectiveness of existing marketing campaigns, such as free trial offers, and how they influenced churn down the line. BOB Autowas also leveraged Churned’s platform to run A/B tests, targeting high-risk segments with optimized messaging and offers. Additionally, Churned’s data was fed into Google BigQuery and Active Campaign for seamless execution of targeted retention efforts.
Usage in business: Customer success and marketing teams utilized Churned’s dashboard daily to track customer health scores, identify at-risk subscribers, and adapt their engagement approaches accordingly.
Onboarding process: [Placeholder: Details on integration and setup process with Churned]
Daily operations fit: Churned’s real-time insights streamlined workflow by eliminating guesswork, reducing manual data analysis, and enabling quick, data-backed decision-making.
Results and Success Metrics
With Churned’s data-driven approach, BOB Autowas significantly improved its retention outcomes:
Measurable results: Monthly churn rate dropped from 4.6% to 3.5%, representing a 23.91% relative decrease.
Accuracy gains: The churn prediction model achieved a 92% accuracy rate, giving the team confidence in proactive retention strategies.
Subscriber growth: By identifying poorly performing segments and refining campaigns, BOB Autowas increased active subscriptions by 26%, underscoring the effectiveness of tailored customer engagement initiatives.
The Future with Churned
BOB Autowas plans to continue using Churned’s predictive analytics and automation capabilities to refine its retention strategies. By integrating campaign results directly into their data ecosystem, the company will continuously optimize its offerings, messaging, and segmentation to further reduce churn and increase customer lifetime value.
Growth integration: As BOB Autowas expands, Churned’s scalable, data-driven platform will remain a cornerstone of its retention toolkit, ensuring they stay ahead of emerging challenges and customer needs.
Key takeaways
BOB Autowas, a national car wash service with 15,000+ subscribers, used Churned’s predictive analytics to cut its monthly churn rate from 4.6% to 3.5%, identify at-risk customer segments, and increase active subscriptions by 26%. By unifying scattered data and employing advanced segmentation, BOB Autowas now makes data-backed decisions that drive higher retention and sustainable growth.
Churn Decrease: Reduced monthly churn by 23.91% (from 4.6% to 3.5%)
Predictive Accuracy: 92% churn prediction accuracy, enabling proactive interventions
Subscriber Growth: Boosted active subscriptions by 26% through targeted engagement
Data Integration: Unified diverse data sources for clearer insights and optimized marketing
Results
Reduced average monthly churn rate from 4.6% to 3.5% (relative to a decrease of 23.91%).
Implemented an accurate churn prediction model which achieved an accuracy rate of 92%.
Increased the number of active subscriptions by 26%.
Key takeaways
Leveraging predictive analytics can significantly reduce churn and improve customer retention.
Real-time segmentation enables businesses to tailor marketing efforts for maximum effectiveness.
Automated insights reduce reliance on internal resources while driving measurable business impact.
Written by
Francisco Blasques
Founder & CDSO
Written by
Michiel Doornenbal
Founder & CEO
