Kollo Health streamlines tech stack & saves 65% more cancellations with Retain
About
Kollo Health’s British-made collagen supplements contribute to healthier skin, hair and nails, while also helping maintain the function of healthy joints and bones. Their mission is to provide people worldwide with scientifically backed collagen supplements for the mind and body.
Retain has been an absolute godsend. I genuinely think having all of our tech and retention tools in one place is helping us keep customers longer because the front and back ends work together and our customers are able to use everything so easily. And it’s helped us make our customer offerings more bespoke and tailored to our customers, which has helped massively.
Natasha Whiting
CEO, Kollo Health
Challenge
Since launching in 2020, Kollo has attracted a dedicated following of subscribers. With its business built on long-term relationships, retention was a top priority, and Kollo invested in separate solutions for passive churn and loyalty to tackle retention from every angle.
But over time, their assortment of tools began to cause as many problems as it solved. Sourcing all of these solutions separately left Kollo with a fragmented tech stack with limited interconnectivity and growing costs. Each tool came from a separate provider, making it difficult to integrate them and use one to improve the other.
Their loyalty system even required customers to navigate to a separate page outside the subscription flow to manage their points. The cumbersome process left many customers struggling to use their rewards at all, undercutting the program’s retention benefits.
Kollo’s setup wasn’t working for them or for their customers. They needed an integrated solution, one that would unify their retention efforts into one product that was both more effective and easier to manage than their existing tools.
Our old loyalty point system caused a third of all of our customer support tickets. It didn’t integrate well with our other tools and our customers really struggled to manage their accounts and apply their points. We needed to serve our customers better, so we switched to Recharge’s credit system.
Now all our tech and our customers’ accounts are in one place. And I think our customers find credits easy to use because they provide direct monetary benefit—no points or conversion in the middle.
Natasha Whiting
CEO, Kollo Health
Solution
Kollo found their answer in Recharge’s Retain suite. Retain is a comprehensive collection of retention tools designed to work together seamlessly: Cancellation Prevention, Failed Payment Recovery, Win Backs, and Rewards, all bundled together for easy management.
Their interconnectivity provides benefits that aren’t possible with more siloed setups. For example, Cancellation Prevention and Failed Payment Recovery can be configured to highlight unused credits in cancellation flows or upon failed payments, making for a more personal and compelling experience—and more effective churn reduction.
Implementation
Kollo shifted from their previous dunning and loyalty providers to Recharge’s Failed Payment Recovery and Rewards. Since they were already using Cancellation Prevention, all of their retention features were now housed under one roof.Adopting Rewards transformed their loyalty program from points-based to credit-based, creating a smoother, more intuitive experience for subscribers.
Kollo also tapped into Retain’s potential for interconnectivity by integrating Rewards into Cancellation Prevention.Now customers who began cancellation would see their credits balance during the cancellation flow, providing another incentive to maintain their subscriptions instead of canceling.
Results
Adopting Retain resulted in significant improvements to Kollo’s customer experience, tech stack management, and churn.
Failed Payment Recovery’s AI-powered smart retries recovered 85% of all failed transactions in the first 4 months, a 9% improvement over Kollo’s previous passive churn solution. And where Cancellation Prevention had been stopping 20% of cancellations before Kollo’s full adoption of Retain, that rate jumped to 33% once Rewards was incorporated into their cancellation flows—a testament to the value of integrated tools.
And that’s not to mention the more intangible benefits. With all of their retention tools now coming from one provider, Kollo’s tech stack was suddenly manageable—fewer accounts, fewer variables, and fewer bills. Customers felt it too, and support requests about rewards slowed down thanks to the more cohesive experience.
Now Kollo is incorporating Win Backs and Referrals into their retention strategy. These last two components of the Retain package re-engage lapsed subscribers and develop top customers into brand advocates, helping brands build bigger, more engaged subscriber bases.
Our tech stack really needed streamlining. We had a standalone passive churn and dunning solution, and it was all a bit much to manage. Switching to Retain let us have everything in one place. And it’s not just easier to manage—we actually recover more failed payments now with Retain, and it costs less.
Natasha Whiting
CEO, Kollo Health
