About Truly Free
Truly Free Truly Free is a mission-driven eco-cleaning product company that aims to keep families free from harmful chemicals and reduce plastic waste. They employ a subscription model to keep households stocked with cleaning products and essential oils.
- 300,000+ households subscribed
- 12% failed payment rate in 2022
The Challenge: Failed payments were putting the company’s mission at risk
CEO and Founder Stephen Ezell has a vision for Truly Free: his company freeing 10,000,000 households from plastics and harmful toxins, about 10% of all US households. Chad Buckendahl, Truly Free’s Chief Growth Officer, is responsible for delivering this result.
One of Chad’s concerns was their monthly 10-15% failed payment rate. These failed payments were damaging because they reduce the company’s growth rate by increasing passive churn.
“These customers love us and our products. We needed a solution that ensured that our relationship remained intact, and wasn’t disrupted by failed payments.” explains Chad.
Chad recounts how he discovered the failed payment problem while looking at revenue data from several merchants in his previous role. “I regret not being aware of failed payment management earlier, I saw what a difference failed payment recovery solutions can make for company growth”. Today, failed payment recovery is a vital part of his revenue strategy. “Managing failed payments is very low risk. It’s the perfect low hanging fruit for delivering predictable revenue growth.”
Revaly at a glance:
- ML/DL trained on 5B+ transactions
- Quick payment restoration
- No harm to merchant account
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.
Chad collaborates closely with his colleague Maria Mooney, Director of Retention Marketing to address involuntary churn caused by failed payments. Her approach is to make shopping as easy for the customer as possible: “Any friction a customer experiences can easily cause them to churn. We do everything we can to make subscriptions easy and transparent for the customer”.
Chad and Maria created a recovery flow that uses Revaly's AI-powered recovery system to deliver a good customer experience to those affected by payment issues. Revaly’s platform is the only end-to-end solution built to maximize approval rates and drive measurable growth across the entire payment lifecycle.
“This year Revaly recovered thousands of dollars that we would have otherwise just thrown away. I trust Revaly. They go beyond what a normal partner would.”
Chad Buckendahl Chief Growth Officer, TrulyFree
The Result: High-performing failed payment recovery almost eliminates involuntary churn
The growth team at Truly Free are using data to build alignment between the acquisition and retention. “We measure ROI to a fault, and our ROI with Revaly is incredible-averaging 10X ROI in 2022”, says Chad.
Their recovery rate was improved by 240% compared to their in-house system – outperforming industry benchmarks. Revaly was a key part of Truly Free’s 2022 revenue and retention strategy, which lead to a growth rate of 44% year-over-year.
“Any friction a customer experiences can easily cause them to churn. We do everything we can to make subscriptions easy and transparent for the customer.”
Marina Mooney Director of Retention Marketing, Truly Free
