Subscription, Billing, and Loyalty Automation Boosts Customer Retention
Scalable automation of subscription, billing, and loyalty programs improves customer retention, streamlines workflows, ensures billing and tax compliance, and drives recurring revenue growth for direct-to-consumer platforms.
The Client
A global B2B provider of medical beauty products.
The Challenge
The company needed to enhance its loyalty and subscription programs by creating a more engaging, scalable, and customer-focused digital experience. While the old rewards program primarily emphasized transactional interactions, the company sought deeper consumer engagement inspired by direct-to-consumer (DTC) practices. Leveraging its internal digital innovation and engineering capabilities, the company wanted to build fun, user-friendly, and seamless digital experiences with an easy-to-use, SMS-based loyalty program—to strengthen brand loyalty and consumer relationships.
In brief, the company needed to:
- Boost consumer engagement: The company needed a platform for continuous interaction beyond purchases.
- Improve subscription flexibility: The existing system did not provide a seamless way to manage recurring payments, upgrades, or cancellations.
- Consolidate their fragmented technology stack: The lack of integration between loyalty, subscription, payment, and tax platforms hindered potential business opportunities.
- Automate manual operational workflows: Inefficient billing, invoicing, and compliance tracking processes dampened revenue growth.
- Enhance provider growth: Many partner aesthetics providers lack marketing resources, reducing outreach to new consumers.
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The Solution
The company decided to leverage Chargebee as the centralized subscription and billing platform. They engaged GSPANN as a strategic partner to automate and streamline their consumer and provider engagement model. The new subscription platform integrates loyalty rewards, seamless billing, and engagement tools, creating a frictionless digital experience.
By leveraging Chargebee, GraphQL APIs, AWS Cloud, and Avalara, GSPANN helped the company implement a customer-friendly, scalable, and fully automated subscription ecosystem, driving higher consumer retention and increased revenue. The company benefitted tremendously from GSPANN’s specialized knowledge and experience in connecting complex systems. In the past we’ve helped numerous retail sector companies integrate loyalty programs, payment platforms, and subscription management.
Key aspects of our solution include:
Subscription Lifecycle Management
- Supports multiple subscription tiers with flexible pricing models.
- Allows consumers to subscribe, upgrade, downgrade, or cancel plans seamlessly.
- Enables trial periods, promotional discounts, and promotional campaigns to drive conversions.
Automated Billing, Payments, and Tax Compliance
- Integrates with Checkout.com for seamless transactions.
- Automates renewals, cancellations, and refunds with smart payment retries to reduce churn.
- Ensures compliance with VAT, GST, and US state tax regulations via Avalara integration.
- PCI-DSS, GDPR, and SOC 2 compliance for secure transactions.
Customer Engagement and Loyalty Management
- Mobile app integration for a personalized consumer experience includes profile updates, visit history, digital wallet, subscription management, and payment methods.
- Real-time SMS-based loyalty program to increase repeat purchases.
Data Analytics and Business Intelligence
- Real-time dashboards to track Monthly Recurring Revenue (MRR), churn rates, and subscriber growth.
- Helps aesthetics providers optimize marketing strategies to attract new consumers.
Seamless Technology Integration
- GraphQL API Layer ensures efficient data flow between Evolus, Chargebee, Checkout.com, and Avalara.
- Amazon Web Services (AWS) Serverless Architecture - Cognito, Lambda, DynamoDB - for scalability and cost efficiency.
- js-based consumer-facing portal with Apollo GraphQL for high performance.
- Automated deployment and maintenance within AWS cloud infrastructure.
Business Impact
- First-of-a-Kind Consumer Engagement: GSPANN helped the company transform its loyalty program into a fully digital experience, increasing repeat customers.
- Revenue Predictability: Automated subscription billing ensures a consistent cash flow and reduced churn. 10% increase to the consumer subscriptions month on month leads to considerable amount of revenue to the company
- Operational Efficiency: Eliminating manual billing, compliance tracking, and reconciliation processes saves time and resources.
- Scalability and Growth: Chargebee’s flexible architecture supports future expansions, new product offerings, and global reach.
- Stronger Provider Relationships: The new platform helps aesthetic providers grow their business without additional marketing overhead.
Technologies Used
Related Capabilities
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