Portfolio protection
See why merchants leave and which offers keep them.
Compare save rates, loss reasons, revenue at risk and time to resolution across teams and periods. Follow the result back to the case and the offer made.
What it handles
Measure save rate, reasons, value protected, time to resolution and trends across the portfolio.
Retentions capability
What Retention reporting covers
Measure save rate, reasons, value protected, time to resolution and trends across the portfolio.
01
Save rate and loss-reason analysis
02
Value protected and revenue at risk
03
Time to contact and time to resolution
04
Performance by owner, segment and offer type
Workflow notes
Retention reporting in practice
A manager wants to know which offers kept merchants and what those offers cost. The report needs agreed definitions of a save, a loss and a case still being worked.
What to prepare
Prepare cancellation reasons, case outcomes, value measures and the period over which a save is confirmed.
Review the workflow
- Separate open work from confirmed outcomes.
- Compare reasons and interventions across consistent merchant groups.
- Review time to resolution and the value retained against the cost of the intervention.
Why can save rates differ between teams?
Different case populations, observation periods and definitions can produce different rates. Align those definitions before interpreting a comparison as a difference in team performance.
Related tools for your team
- Portfolio reporting — Review merchant-level volume, margin, service history, risk and commercial performance.
- Merchant onboarding — Coordinate applications, documents, checks, acquirer requirements and progress without losing ownership.
- Implementation guide — plan your data move, setup and testing.
- Payments glossary — understand the terms used in merchant services.
Before you set it up
Agree how you count saved accounts, losses and protected revenue so teams are reporting the same thing.
Continue through Retentions
Related capabilities
Start with the reasons merchants leave.
Bring examples of recent cancellations and saves. We will show how to assign the case, review the options and report what happened.