Case Study: TouchNote increases save rate by 56% with Chargebee Retention

How TouchNote Defended Against Cancellations & Increased Save Rate by 56%

TouchNote, the London-based subscription card-sending service, saw explosive growth during the pandemic but faced a new challenge: retaining its fast-growing base of annual subscribers and preventing a surge in cancellations after the first year. Using Chargebee and its Chargebee Retention product, TouchNote needed better insight into churn patterns and a stronger cancellation flow to protect recurring revenue.

Chargebee Retention helped TouchNote run targeted testing on discounts, pause options, and downgrades, while also segmenting customers and identifying at-risk subscribers. The result was a 56% increase in save rate in less than 12 months, with save performance improving from 16% to 25%. Chargebee also helped TouchNote discover that percentage discounts outperformed fixed-dollar offers, reducing revenue leakage and improving retention efficiency.

TouchNote

Raam Thakrar

Founder