Misconfigured cancellation charges were quietly leaking revenue across 28 sites. We found it, evidenced it, and drove the policy redesign that recovered £172k a year.
The challenge
Across a 28-site estate, cancellation charges were misconfigured, leaking revenue in a way that did not show up in day-to-day reporting. The loss was real and recurring, but nobody had traced it to its cause.
The approach
We analysed charging and cancellation data across all 28 sites to locate exactly where and how revenue was being lost. With the root cause evidenced, we drove the policy redesign to close it, bringing finance, operations and site stakeholders into alignment so the fix held rather than reappearing a quarter later.
Technology
The outcome
This engagement is presented anonymously to respect client confidentiality. The figure reflects the annual revenue leakage identified and recovered.
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