Customer Story

Challenges

Before implementing Xoxoday, the fintech struggled with declining retention rates, inconsistent renewal workflows, and data gaps that made it difficult for teams to understand customer behavior. Renewal agents relied heavily on manual processes, and leadership lacked clear insight into what truly influenced customer loyalty across regions.

The company needed an automated, compliant, and analytics-powered platform that could unify renewal communication, personalize incentives, and reduce operational friction across its European markets.

Key challenges included:

• Manual renewal reminders: Renewal and repayment follow-ups were managed using fragmented email lists with no personalization.
• Inconsistent incentives: Reward triggers for renewals and repayments were delayed and lacked transparency.
• Declining retention rates: Customer churn increased by 28% over three quarters.
• Data silos: Renewal teams lacked a unified view of each customer’s engagement history.
• Limited analytics: No visibility into which campaigns or incentive flows actually improved renewals.

Personas Involved

• Renewal specialists: Managed customer follow-ups, renewals, and repayment conversions.
• Customer success managers: Monitored engagement trends and executed win-back strategies.
• Retention leadership: Oversaw renewal performance and campaign optimization across regions.
• Data and CRM teams: Integrated systems and ensured accurate customer segmentation.
• Marketing and lifecycle teams: Designed incentive journeys and multichannel communication flows.
• Compliance teams: Ensured alignment with EU and GDPR standards for communication and data usage.

Platform Setting and Implementation

The company deployed Xoxoday’s engagement infrastructure to centralize renewal workflows, streamline reward programs, and activate personalized retention strategies. The phased rollout ensured compliance, automation, and measurable performance across multiple European markets.

1. System integration: Connected CRM, billing, and communication systems to enable real-time renewal triggers and payment tracking.
2. Customer segmentation: Grouped customers by renewal history, repayment behavior, and risk profiles to personalize outreach.
3. Incentive logic configuration: Automated reward rules for early renewals, on-time payments, and multi-term subscriptions.
4. Renewal dashboard setup: Equipped teams with live dashboards to monitor renewal progress and churn risk.
5. Communication personalization: Integrated email, SMS, WhatsApp, and in-app channels based on customer preferences.
6. Regional compliance alignment: Ensured workflows followed EU and GDPR guidelines.
7. Team enablement: Trained customer success and renewal teams on campaign management and reporting.
8. Feedback loop integration: Collected post-renewal feedback to refine incentive strategy and improve user experience.

The Solution

Once workflows were automated and segmentation logic was in place, the fintech used Xoxoday to deliver a personalized and incentive-led renewal experience. Customers received targeted engagements at the right time, while renewal teams gained visibility into what drove conversions and where intervention was required.

Key components of the solution included:

1. Renewal incentives: Automated milestone-based rewards for customers renewing loans or subscriptions on time.
2. Early renewal campaigns: Offered cashback and loyalty points for completing renewals before the due date.
3. Retention boosters: Triggered personalized win-back journeys for inactive customers using behavioral analytics.
4. Repayment recognition: Rewarded customers with consistent repayment streaks to encourage credit discipline.
5. Team performance dashboards: Provided retention teams with real-time visibility into campaign conversion trends.
6. Multi-channel outreach: Automated renewal reminders via SMS, WhatsApp, email, and push notifications.
7. Data analytics and insights: Delivered insights into churn patterns, incentive ROI, and customer lifetime value.
8. Localized incentives: Offered vouchers from regional brands across Germany, France, and Spain to increase relevance and participation.

Impact / ROI

• Renewal rate: 45% improvement in on-time renewals within six months.
• Retention growth: Customer churn reduced by 32% through automated engagement.
• Team efficiency: Manual renewal workload dropped by 55%.
• Customer reactivation: Dormant user reactivation increased by 28%.
• Program adoption: 88% of renewal specialists used the dashboard monthly.
• Reward ROI: Achieved a 93% reward redemption rate.

Data Points

• $3.5M+ renewal-linked rewards distributed in 18 months
• 45% increase in timely subscription renewals
• 32% lower customer churn
• 55% reduction in manual operations (800+ hours saved quarterly)
• 93% redemption rate across vouchers and cashback incentives

Why Xoxoday

The fintech chose Xoxoday for its ability to automate renewal workflows, integrate multi-channel communication, and unify customer retention data under a single system. Competing tools lacked real-time visibility, flexible incentive logic, and compliance alignment required for multi-market operations.

Conclusion

By adopting Xoxoday’s renewal automation platform, the fintech built a proactive, data-driven retention strategy that strengthened customer loyalty and operational efficiency. Renewal cycles became faster, incentives became timely, and teams gained full visibility into churn risks and engagement performance. Within six months, the company reversed its declining renewal trends and built a predictable, loyalty-led revenue engine.

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