VitalWellness: Slashed Churn & 4.9⭐ Patient Experience
How we engineered a high-touch, medically-accurate support system for a subscription wellness brand that increased LTV by 22%.
Subscription churn dropped by 33%
Claims handling time reduced by 70%
First-touch resolution rate hit 94%
The Challenge
VitalWellness was dealing with a sensitive customer base that required medically-informed answers, not canned scripts.
Their high subscription churn was driven by confused customers and slow resolution of shipment delays. They were losing $15,000 in recurring revenue every month due to support friction.
The Wellness Blueprint
Empathetic Triage
We trained our team on the specific health benefits and contraindications of the product line, allowing for high-authority, trust-building conversations.
Retention Workflows
Introduced a 'save' playbook that offered custom subscription pauses and educational resources instead of immediate cancellations.
Ecosystem Impact
"In wellness, trust is the only currency. Flownexs didn't just 'do' support; they became an extension of our clinical brand. Our LTV hasn't stopped growing since they took over."