Solutions

Product

Task management for hospitality businesses to run better sites - without paper & email.

How Chargebee helped Trail Reduce Time Spent on Subscription Management by 80%

And also significantly improved revenue collection process.
Tech Stack
Finance GoCardless, Stripe, Xero
Sales & Marketing HubSpot
Operations Zapier, Chargebee
Analytics RevenueStory
Success Intercom, Slack
We implemented Chargebee at a point when we were experiencing massive growth and this (growth) wouldn't have been possible without Chargebee.
— Nick Allen, Product Manager, Trail
Scaling troubles
Manual billing
In their hypergrowth stage, manually managing ongoing subscriptions for Trail was error-prone. Setting up billing was a manual and messy process and a poor introduction to Trail
Revenue loss
Less time on quality onboarding and more time on collections. CS team spent ~20 Hrs/month on just billing.
After Chargebee
Reduced time spent on subscriptions by 80%
Trail cut down time spent managing subscriptions by about 80% using Chargebee
Success spends time on better onboarding
Trail now onboard customers faster and with focus on quality, with Chargebee
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The Problem
Trail’s workflow was heavily dependent on an outbound sales-driven model, requiring the customer success team to handle onboarding of customers and collections. The CS team was spending close to 20 hours/month on just billing operations - primarily on manually chasing customers to collect payment details after onboarding and still losing out on potential revenue.
Managing ongoing subscriptions and setting up billing was a completely manual and error-prone process. This led to a confusing experience for customers, leading to a poor introduction to an otherwise fantastic product.
The Solution
After evaluating other players in the space, Trail chose Chargebee as their preferred partner for subscription management and automated billing for:
  • the ability to automate subscription workflows and recover lost revenue,
  • an optimized billing experience, so more time could be spent on onboarding,
  • its support for payment gateways and methods such as GoCardless for direct debit,
  • it’s reputation in the market
The Pay-off
While most of Trail’s issues tied back to potentially losing out on a lot of revenue, Trail’s usage of Chargebee resulted in more than simply recovering lost revenue. They were able to:
  • Close a sale much faster. The checkout flow integrated the signup process and payment collection to reduce drop-offs
  • Get a complete view into different subscription states, with the ability to configure special deals or rates for different customers
  • Achieve visibility into accurate real-time business metrics that they care about. Before Chargebee, Trail had to work out the MRR details from their accounting system, which often wasn’t up-to-date. There was a significant difference in the expected revenue and actual revenue.