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Hello Everyone,

Thank you for Joining the call. Here are the meeting minutes.

What we know?

More than 50K customers goes on hold each week after the first billing has failed, this first billing happens around 1:30 – 4:30 am since the customer load is less at that time.

Once the Initial billing fails, we retry the billing 3 times a week on Thursday, Saturday, and Sunday for the next 2 weeks.

What we want to experiment?

The Retry billing fails for different reasons, our high-level goal is to reduce the failures.

Initial methodology

Simple Profiling:

Divide the customers into 4,5 groups based on Retry billing failures.
Group A : Never went on Hold.
Group B : Went on Hold, but never failed a retry billing.
Group C : Went on Hold, but retry billing failed just once.
Group D: Went on Hold, but retry billing failed more than once.

Now, compare the attributes like Engagement Style, Incomes, Primary Stores, Margin/Trips, Carepass tenure etc. among these groups.
Particularly focusing on the failed customer’s common patterns.

Retry billing time analysis : 

By analyzing the times of retry billing failures and retry billing successes, we can identify the sweet spot to retry the billing for different groups. 

Please let me know if you have any questions, and feel free to add/modify.

Best,