Subscription renewal monitoring and notification workflow

Workflow steps

1. Input data:
   • Fetch active subscriptions: The workflow begins by querying all active subscriptions from Apple, Google, and Roku with the "auto-renew" flag disabled. This could include filtering subscriptions whose renewal dates are within a specific timeframe, such as the next 30 or 60 days.
   • Track upcoming renewal dates: Subscriptions with renewal dates falling within the defined window are flagged for review and notification.
2. API task:
   • Call Zuora’s subscription details API: For each identified subscription, the workflow calls Zuora’s Subscription Details API to retrieve the latest information on the subscription, including renewal status, payment methods, and related customer information.
   • Cross-platform data collection: If required, additional data may be fetched from platform-specific APIs (Apple, Google, Roku) to confirm that the subscription status aligns with external data. This ensures that no discrepancies exist, particularly for subscriptions affected by platform-specific issues like delayed renewals or failed payments.
3. Data validation:
   • Identify non-renewing subscriptions: For each subscription nearing its renewal date, the workflow checks if the subscription will automatically renew or if manual intervention is needed. It flags any subscriptions that have auto-renew disabled or have a non-renewing status.
   • Check payment status: If possible, the workflow cross-checks the payment status to identify subscriptions that may fail to renew due to invalid payment methods or other issues.
4. Notification generation:
   • Generate customer notification: For each subscription that is approaching renewal, a customer notification is generated. This could include:
     • A reminder email about the upcoming renewal, especially for non-auto-renewing subscriptions.
     • A message encouraging the customer to review their subscription or update payment methods if necessary.
     • A call to action prompting customers to take necessary actions to avoid any disruption in service.
   • Customize notification content: Depending on the channel (Apple, Google, or Roku), the workflow tailors the message content to align with the platform's terminology and requirements. For example, the notification might include specific links to the Apple App Store for Apple subscriptions or Google Play for Google subscriptions.
5. Send notifications:
   • Dispatch notifications: The workflow sends out notifications via email, SMS, or in-app messages, based on the available communication channels and preferences specified by the customer.
   • Set notification frequency: In addition to the initial renewal reminder, the workflow may include follow-up notifications at set intervals (e.g., 7 days and 1 day before renewal), ensuring customers receive timely reminders.
6. Post-notification follow-up:
   • Monitor customer responses: After sending notifications, the workflow can track whether customers have taken action (e.g., renewing the subscription, updating payment information).
   • Escalate issues: If a customer does not respond, the workflow can trigger additional follow-up steps, such as sending an urgent reminder or flagging the account for manual intervention by customer support.
7. Log and notify:
   • Logging: All interactions and notification statuses are logged to maintain a record of customer communications. This allows teams to track engagement levels and improve future notification strategies.
   • Alert on Non-engagement: If customers are repeatedly failing to respond to renewal notifications, or if there are potential issues (such as failed payment attempts), the workflow can escalate the issue to customer support for further action.