Customer retention software - catch churn before it happens
Most businesses find out a customer left when the plan does not renew. By then it has been three months. Ragnos AI notices at thirty days and does something about it.
Dormancy at 30/60/90 daysEscalating renewal chaseStops when they come back
What business retention automation does
It watches two dates on every customer - last visit and plan expiry - and acts on them automatically: checking in on customers who have gone quiet, escalating a renewal chase as the expiry approaches, and stopping the moment the customer re-engages.
Why customers leave, and when
Customers do not decide to quit. They stop coming, then months later they decline to renew, and the business records that as a renewal problem when it was an attendance problem twelve weeks earlier.
The pattern is consistent enough to build software around. Attendance drops off first - a missed week becomes a missed fortnight. Then the customer stops thinking of themselves as someone who goes to the business. Then the renewal date arrives and they say no, and by that point there is nothing to say that would change their mind.
The intervention that works has to happen in the gap, while they still consider themselves a customer and while the reason they stopped is still small and fixable: a change of shift, a holiday, an injury, or simply that nobody noticed they were gone.
Dormancy detected at 30, 60 and 90 days
Three escalating touches, each with a different tone. All of them read the last-visit date, which is why keeping that field current matters.
30 days - a gentle check-in
No offer, no pressure, no discount. Just a message noticing they have not been in and asking if everything is alright. This is the one that recovers the most people, because at thirty days nothing has hardened yet.
60 days - a stronger message with an offer
Now there is a reason to come back: a free session with a staff member, a fresh onboarding session, or a short extension. The customer has stopped thinking of themselves as a customer, so the message has to give them a way back in.
90 days - the final offer, and why it is the last
One clear, honest last message that says it is the last. Then the record moves on. Businesses that keep messaging past this point train their customers to ignore them.
When a dormant customer comes back
A customer who returns after a win-back message gets the dormant tag cleared immediately and drops out of every sequence in it. No "we miss you" message to somebody who trained yesterday. It sounds obvious; it is the single most common broken automation we see in businesses that built their own, and it costs more goodwill than the sequence earns.
A renewal chase that escalates
Four touches over thirty days, each more direct than the last, and the owner is looped in before it is too late to save.
30 days out - moved to the renewal window
A friendly heads-up with the renewal price and what is changing, if anything. Early enough that it does not feel like pressure.
15 days out - second contact
Restates the offer and adds the practical detail: how to pay, and what happens if they do not.
7 days out - third contact
Direct. The date, the amount, the link. At this stage a customer who has not answered twice needs clarity rather than warmth.
3 days out - the owner is emailed too
A human gets involved. A phone call from the owner three days before expiry saves plans that four automated messages did not.
Expired without renewing - what happens next
- The customer moves into the win-back pipeline rather than being archived
- A grace-period message goes out in the first week, when returning is still easy
- The win-back offer runs once, at a sensible interval, not every fortnight forever
- The record stays complete, so if they rejoin in eight months nothing is re-keyed
Written off at 180 days, and why that matters
At 180 days without a response, a contact is written off. Not deleted - excluded from active counts and from further sequences.
This is unglamorous and it is important. A business carrying two thousand dead contacts in its customer list has a retention rate that is arithmetic fiction, and every decision made on that number is wrong. Owners consistently overestimate their active plan, and the reason is almost always that nobody ever removes anyone.
Writing off at 180 days means the number on your dashboard is the number of people who might actually walk in this month.
Anniversaries, birthdays and referrals
Plan anniversary
A year of training is worth acknowledging, and it is the best possible moment to ask for a referral.
Birthdays
One message, no discount attached unless you want one. It costs nothing and customers remember it.
Referral rewards
Tracked against the customer who referred, so the reward is applied automatically rather than depending on someone remembering a favour.
What retention automation needs from your team
All of this reads two fields: last visit date and plan expiry date. If your team does not keep them current, the sequences fire at the wrong people - which is worse than not running them. Training your staff on these two fields is part of onboarding, and it is the part we push hardest on.
Frequently asked questions
How does it know a customer has stopped coming?
From the last-visit date on the customer record. Your team updates it at the desk, or it is set when a booked session is marked attended. It is the field the whole dormancy system depends on.
Will customers find this annoying?
The sequences are deliberately sparse - three touches over ninety days for dormancy, four over thirty days for a renewal - and every one of them exits the moment the customer responds or returns. Opting out takes one word.
Can we change the timings?
Yes. 30/60/90 and 30/15/7/3 are defaults that work for most businesses, not fixed rules. If your plan terms are unusual, we set different intervals during onboarding.
What if someone is on holiday for two months?
Freeze the plan. A frozen customer is excluded from dormancy detection and renewal chasing for the frozen period, and both resume when they return.
Does this work for session packs as well as plans?
Yes. Sessions remaining and pack expiry drive the same style of reminder ladder as a plan expiry date.
What counts as a recovered customer?
Someone who was tagged dormant and then either visited again or renewed. It is reported separately from new customers, so you can see what retention work is actually producing.
Where to go next
All featuresSee the win-back sequence running
We will walk a dormant customer through 30, 60 and 90 days and show you what happens the moment they come back.
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