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.
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
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.