About ClinicSense
ClinicSense is a software as a service (SaaS) company, founded in 2013. Their platform supports over 7000 massage therapists who use it to run their business with services including electronic SOAP notes, intake forms, appointment management, payments, scheduling, and marketing activities.
- 7000+ massage therapists
- 4% failed payment rate
- 38% initial recovery
The Challenge: Failed payments on recurring billing were causing involuntary churn
ClinicSense has a low risk profile compared to average SaaS companies, both because they are a B2B company, and because their customers offer in-person services. ClinicSense are using Stripe Billing to manage subscriptions, along with payment authorization optimizations. They were seeing low recurring payment failure rates: about 4% every month, compared to today’s15% industry average for subscriptions.
Despite the comparatively lower payment failure rate, CEO Daniel Ruscigno found that when payment issues did occur, they disrupted the customer journey, causing some subscribers to let the payment drop and never restore it. “If we weren’t recovering the payment with Revaly, it would be more likely they wouldn’t make their payments. […] Some of them might never comeback”.
This kind of cancellation is called involuntary churn—when customers leave, not because they want to, but because their payment didn’t go through. In fact, research shows that 27% of subscribers cancel after a failed payment or service interruption. The frustrating part? These failures usually happen because of outdated systems that neither merchants nor customers can control.
The Solution: A specialized Payment Performance Management platform that discreetly recovers payments and lowers churn
ClinicSense entrusted Revaly, a verified Stripe partner, with their failed payment recovery. In order to increase customer retention and revenue ,Revaly’s platform integrates directly with Stripe Billing to create specialized payment recovery strategies. All merchants are supported by a team of payment experts that configure the merchant’s setup for maximum performance.
How Revaly Works
With Payment Performance Management, Revaly maximizes approvals while protecting customer relationships. Powered by exclusive issuer and network intelligence and enriched by billions of transactions, Revaly’s machine learning models identify why payments fail and determine the best path forward in real time. By applying adaptive retry strategies, the platform intelligently recovers revenue while preserving subscriber trust and safeguarding merchant accounts.
The Result: With more than double the payments recovered in the background, ClinicSense unlocked more revenue
With a recovery strategy configured specifically for ClinicSense, Revaly delivered an increase of 69% over their initial baseline-taking their failed payment recovery performance from 38% to 64%. This level of improvement meant that ClinicSense could access increased profits to fuel their growth. By almost eliminating disruptions to their customer journey, each additional successful payment recovery preserved the full LTV of the subscriber. This provides additional revenue from each subsequent month of billing.
“The advantage of Revaly is that I don’t have to think about customers whose payments are failing, I know that there’s something in there that’s taking care of it for me.”
Daniel Ruscigno CEO, Clinicsense
