Client stories
Evidence from account and plan switch work
Comments below reference specific engagements. They are not star ratings or marketplace widgets — they describe what changed after the analysis.
“The audit showed our 'plan_changed' event fired on every invoice rewrite, so we had been celebrating switches that never happened. The corrected map changed which packages we protected first.”
Aina Rahman · Head of Retention, regional membership app · Account & Plan Switch Audit
“We expected a glossy deck. Instead we got a plain ranking of downgrade drivers tied to our billing calendar — useful, if a little blunt about our event gaps.”
Marcus Teo · Product lead, B2B workspace product · Plan Change Pattern Review
“The migration study caught that organisation invites failed when personal accounts still held unpaid invoices. That single finding paid for the engagement.”
Siti Nurhaliza Omar · Customer operations manager · Account Migration Behaviour Study
“The cohort briefing forced finance and product into the same definitions of 'upgrade'. The memo we left with still sits on our quarterly agenda.”
Daniel Khoo · General manager, KL-based SaaS firm · Switch Cohort Briefing
“Scheduling the KL on-site day took longer than the analysis itself, but once we were in the room the readout moved quickly.”
Priya Nair · Analytics lead, consumer subscription brand · Account & Plan Switch Audit
Extended story: correcting a noisy plan-change event
A regional membership app asked for an Account & Plan Switch Audit after retention meetings kept circling the same chart. Early in intake we found the plan_changed event fired whenever finance rewrote an invoice line, not only when a customer chose a new plan.
The corrected switch map showed far fewer true downgrades than leadership expected, and those that remained clustered in the seven days before renewal. The team protected two mid-tier packages and postponed a broader price experiment.
Extended story: organisation invite friction
An Account Migration Behaviour Study for a B2B workspace product traced personal-to-organisation paths. The highest drop-off sat where unpaid personal invoices blocked the invite flow — a rule known to billing but invisible in the product journey notes.
After the study, operations added a pre-check message and a support playbook. The client did not need a full packaging redesign; they needed the migration path to match the invoice rules already on the books.
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