CrossFit RRG decreased cancellations by 95% with a modern payment experience
They used to process 20+ a month, now they see less than 1 cancellation per month
For CrossFit RRG to integrate with Ascend's API for a fully integrated payment experience
Previously spent by the finance team dealing with payment and financing related issues
About CrossFit RRG
CrossFit RRG is the largest insurer of CrossFit affiliates in the USA. With over 2,500 affiliate members, CrossFit RRG knows the ins and outs of the coverage CrossFit Trainers and Affiliates actually need and want. They promise their customers exceptional customer service, quick response times, and a simple and efficient experience. By using Ascend, they were able to better deliver these qualities for customers when they purchase their coverage.
Challenges
In the past, the CrossFit RRG team found their premium financing to be a heavy operational lift and a clunky, confusing experience for customers — payment plans were unclear, customers required back-and-forth communications to clarify and chase payments, and policies were being unintentionally canceled due to non-pay. They needed an easier, faster checkout experience that could flawlessly integrate into their existing point-of-sales system and provide clear communication to their customers.
Christine Galligani
Director of Operations
Solution
After initial conversations, CrossFit RRG integrated Ascend’s payments and premium financing solution into their system in less than a month! Ascend streamlined CrossFit RRG’s workflows by combining quote creation with automated, realtime underwriting for premium finance. Onboarding CrossFit RRG’s team to Ascend was painless - the dashboard is straightforward and the support team is extremely responsive whenever questions arise.
Results
Customers now have one smooth flow to finance an insurance policy that removes additional forms and clunky processes for digital signatures. For the duration of the policy, Ascend automatically sends payment reminders and autopay is enabled by default to ensure the policy remains in good standing without any effort. What was once a hassle and burden to the CrossFit RRG team and their customers became something they rarely ever have to pay attention to.
The integration with Ascend has enabled CrossFit RRG
to reduce their non-pay cancellations by 95%. Prior to Ascend, they would process ~20 each month, which required extensive communications and lengthy processes to properly allocate money and restore policies in good standing. After Ascend, which offers autopay and automated communications, CrossFit RRG sees on average, less than 1 cancellation per month and the renewal process is easier than ever.
Ultimately, Ascend resolved complexities both externally for customers and internally for the CrossFit RRG team. With the improvements for both parties, CrossFit RRG estimates that they are now saving 20 hours per month. These savings and increased customer retention free up time to focus on growing the business and it all came at zero cost.
Lindsey Lessard
Director of Client Services
