Revenue Operations
Recovering More Than Half of Previously Lost Cash
Rebuilt the failed-payment recovery strategy from a basic retry loop into a coordinated multi-channel, multi-provider collections system, recovering north of 50% of previously lost cash.
The Challenge
Failed payments are a fact of life in every subscription business, and recovery relied on a standard single-channel retry mechanism. There was clear untapped potential: smarter timing, more channels, and a real customer communication strategy could recover significantly more of the cash that would otherwise be written off.
The Approach
I led the strategy and owned the vendor decisions, integrating a multi-provider approach that combined direct email-based dunning with specialist cash collection providers. To validate the approach fast, I personally ran a concierge-style proof of concept, manually working a cohort of failed payments end-to-end before we built any automation. This gave us conviction in the model within weeks. We then automated the full funnel and instrumented it to make recovery rate a first-class business metric.
The Outcome
Within one month of go-live, recovery rates exceeded 50% of previously lost payments. The approach continued to compound with subsequent improvements. Failed-payment recovery became a managed, measurable part of the business, with ongoing optimisation built into the operating rhythm.
This kind of work usually runs as fractional CPO.
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