Cymbiotika cuts churn by 25% by enhancing failed payment recovery by 22%
22%
Increase in payment recovery
24X
in ROI
Payment Recovery
Analytics
Billing Optimization
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Overview
Cymbiotika is a DTC health supplement company, designing sophisticated organic formulations that are scientifically proven to increase vitality and longevity by filling nutritional gaps that result from the modern-day diet.
The company mission is to empower people to take ownership of their health and live with intention, one healthy habit at a time.
The Problem
Losing 12% of expected revenue to unrecovered payments from a fixed-interval strategy
During 2023 and 2024, the business scaled rapidly, yet the failed payment recovery rate was hovering around 52%. They had already implemented a different 3rd party in one store and Recharge in the second — both handling retries and recovery communications. Rene Toma, Director of eCom Strategy, understood that finding the right partner could unlock gains across key KPIs: churn, LTV, and ARR. After analyzing the last 12 months performance and FlyCode’s projections the opportunity was clear.
2023, February - Inc. Magazine revealed that Cymbiotika is No. 22 on its third annual Inc. 5000 Regionals: Pacific List, the most prestigious ranking of the fastest-growing Pacific private companies based in Alaska, Hawaii, California, Oregon, and Washington.
How They Solved It
A tailored retry and communication strategy optimized for each customer and their payments
FlyCode's payment optimization and recovery platform analyzed Cymbiotika’s historical data to enhance and tailor their machine-learning model their customers. A complete solution that identifies customers at-risk of payment failure and if they do fail, implements the optimal strategy to retry payments and send transactional emails/sms automatically. This approach dynamically adjusts as failure reasons change and guarantees retries and communications are in sync.
Free Payment Analysis
We analyze historical failure rates, recovery rates, churn, and revenue available to unlock. This identifies critical trends and helps to forecast recovery scenarios.
Payment Optimization
FlyCode makes enterprise machine learning capabilities and payment expertise accessible out-of-the-box. We handle everything e2e putting recovery on auto-pilot.
Smart Recovery Emails/SMS
Coordinating retries and transactional emails/sms is not only critical for improving recovery rates but it also enhances the customer experience and reduces active churn.
"Partnering with FlyCode has been a game-changer for us. Beyond the significant boost in our recovery rate across all regions, their team's attentiveness sets them apart. For larger brands like ours, this level of dedicated support is a major asset."
Rene Toma
Director of E-commerce Strategy
The Impact
Cymbiotika increased revenue by 22%, reduced churn by 25% with a ROI of 24X
By integrating FlyCode into their eCommerce stack, Cymbiotika achieved a substantial uplift in revenue with a clear ROI:
22% revenue increase: By tailoring the retry and communication strategy, Cymbiotika was able to capture 22% more revenue than it had in the last year. This also improves LTV and LTV:CAC ratio’s to further fuel growth.
25% churn reduction: With improved recovery rates passive/involuntary churn significantly diminished. Passive churn is the #1 reason for losing your most loyal and profitable customers.
Spend $1 gain $24: As recovery rates go up, revenue increases, and it compounds month over month. FlyCode guarantees a substantial ROI or your money-back.
