Use Case: Recurly > Encharge > HubSpot | Cancelation Management for Sales and Success Teams

In this Article

Note: This article assumes prior experience with Encharge. In the next section you'll find links to all features needed for this setup. Make sure to get yourself familiar before attempting implementation.

Please don't hesitate to send us a message at [email protected] for further guidance. Additionally, you can book a call and we can directly discuss how Encharge can fit your use case.

Used Features

Integrations

Flow automation Triggers and Actions

Summary

In this article you'll learn how to delegate recovery attempts for recently churned customers to Sales/Success teams by leveraging the 3 way integration between Recurly <> Encharge <> HubSpot. Using Encharge Automation you will understand how to create deals in the recovery pipeline and move customers across different HubSpot lists. You'll also learn to create HubSpot tasks and help the Sales/Success teams prioritize their actions.

Automations

Start by adding the Recurly Canceled Subscription trigger to a new flow.

Then, connect the trigger with the  Create HubSpot Deal action. Creating a deal will help your Sales/Success teams track the movement of Churned customers.

  • Deal name: For the name of the deal add the merge tag {{person.email} - this helps with identifying which specific user churned. 
  • Pipeline: This use case utilizes a second Pipeline for Churned Customers and helps in creating separation from Potential/Existing Customers. In order to select the Pipeline you'll first need to create it in HubSpot. 
  • Deal Stage: Select the Deal Stage. Deal stages are designed while you're creating the new Pipeline.
  • Owner: Assign the deal to the representative responsible for managing Cancelations.

At this point, the Sales/Success teams have enough information to start recovery attempts. However, it's best to have ways to segment users in your CRM. Add the  Remove from HubSpot List and Add to HubSpot List actions to the existing flow. (this step assumes that your users have been organized in lists prior to the setup)

The last step in this flow is to add the  Create Task in HubSpot action. This will further increase the efficiency of your Sales/Success teams and add a sense of urgency.

  • Title: Add a title to the Task. Use the {{person.email} merge tag to specify the churned user for the recovery attempt.
  • Owner: Make sure the task is assigned to the representative responsible for recoveries.
  • Description: Add any information necessary for the recovery attempt in this field.
  • Due in (days): Add a due date. When attempting recoveries, it's best to act with haste as churned users can quickly change to a competitor.

Additional Automation (Optional)

If you're not planning to use Lists or separate Sales pipelines, the alternative is to use the Lifecycle Stage of a customer. You can add an additional stage called Churn and change it once a cancelation happens.

In that case the flow will look like this:

Once the Lifecycle Stage is updated, you'll be able to use it as a Contact filter in HubSpot and navigate Churned users easily. This scenario also uses a Task Creation Action so that Sales/Success Teams can be quick in attempting a recovery.

If this use case is still somewhat confusing, feel free to message us at [email protected] for further guidance. Alternatively, you can book a call and we can directly discuss how to automate your use case.

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