Illustrative scenario. Figures are modelled on typical Omnifys deployments and are not drawn from a named client engagement.
The challenge
A subscription media service with rising churn learned about churn at cancellation. Retention offers went out after the decision was made, and the team could not distinguish a subscriber pausing for a season from one leaving permanently.
What Omnifys deployed
- Churn risk scoring from viewing and engagement behaviour
- Distinction between seasonal lapse and genuine churn risk
- Retention actions matched to the actual driver
- Offer economics tracked per segment
Agents used: Churn Propensity Agent, Next Best Action Agent, Customer Lifetime Value Agent.
Results
- 12,000 — subscribers retained annually
- 5 weeks — average early warning before cancellation
- 38% — reduction in retention offers to low-risk subscribers
- $2.1M — annualised recurring revenue protected
Why it worked
Distinguishing a seasonal pause from a real exit was the key insight. The two look identical in the data until you model them separately.
Explore this for your business
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