Vio home security had a bit of a challenge. They were losing customers to new Do-It-Yourself home security camera package kits as well as to lower-priced competitors. When customers called to cancel, they did their best to keep customers from leaving by offering discounts or restructuring contract options. Vio knew more could be done to save subscribers so they outsourced their retention program to Complete Recovery. Vio allowed allowed Complete Recovery employees to act as an extension of Vio—meaning that we could offer discounts and incentives just like Vio employees could. We ended up saving 20% more customers and at higher monthly recurring revenue than they were doing internally.
Vio Case Study