FOR THE MEMBERSHIP COORDINATOR
Defector Detector
Weekly risk scan that catches quiet defectors.
The accounts that need attention surface on a short list each week, already read and explained, without anyone combing the whole book one account at a time. The drifting customers show up while there is still time to act, and the hour that used to go into the hunt goes to the calls that keep them.
- Time back
- 15 min
- per customer
- Cost
- 45¢
- 90 Rivets per customer
How it works.
5 steps, and your team only touches the ones that need a person.
- 1.
The weekly scan runs
Once a week, the product reads through the company's recurring-service customers.
- 2.
Each account is scored
Every account is checked against the signals the company chose: failed payments, complaints, missed visits, and technician notes.
- 3.
At-risk accounts surface in a brief
Accounts that cross the risk line surface in a short brief that shows which signals fired and suggests a retention action.
- 4.
The coordinator acts and records it
The Membership Coordinator reviews each brief, takes the step, and notes the outcome, which stays on the account.
- 5.
Connected records keep it current
When the field service system is connected, the brief is built from its records and the outcome is written back to the customer record.
Try it.
A small working model of Defector Detector. Nothing here touches a real customer.
Run this week's scan over your recurring accounts, then open the ones at risk to see why.
A day for the Membership Coordinator.
- 8:30 AM
The coordinator works the renewal list and answers member calls. The accounts that are quietly unhappy are not on any list, so they never come up.
- 11:00 AM
A long-time customer calls to cancel. The coordinator pulls up the account and sees the whole story only now: two failed payments, a complaint last month, a visit that got skipped.
- 2:00 PM
The save attempt is a scramble, made after the customer has already decided. Some weeks there is time to spot-check a few accounts by hand. Most weeks there is not.
- 4:45 PM
The coordinator leaves knowing other accounts are drifting the same way, with no way to find them before the call comes.
- 8:30 AM
The week's brief is waiting: a short list of accounts the scan flagged, each with the signals that fired and a suggested next step.
- 11:00 AM
The coordinator works down the list, calling the account with two failed payments and a skipped visit before that customer has thought about leaving.
- 2:00 PM
Each call and its outcome is noted on the account as the coordinator goes, so the record builds itself.
- 4:45 PM
The coordinator leaves having reached the drifting accounts this week, while it still made a difference.
What it won't do.
So nobody's surprised later.
- Sending the retention messages or running an outreach sequence.
- Making the rate change, pausing service, or reassigning the route.
- Processing payments or changing billing.
- Managing the membership renewal calendar.
- About 220,000 calls a month analyzed across 31 shops
- 139 shops use Graphite Lab tools
- 108 ServiceTitan data types synced, including for multi-location operators
- 66 to 93 mobile PageSpeed, from a contractor's old site to the preview we built in under 10 days
Let’s talk about your shop.
No slide deck. Tell us how your team runs today and we'll show you what we'd build first. If it's a fit, we send you a quote.
