Field Notes.

Case notes from inside the engagement — specific problems solved, measured against specific numbers.

Heritage · Intelligence · Enterprise

28 April 2026Field Notes

An independent gym chain: 3,400 renewals processed without a reminder call

An independent gym chain across the East Midlands was renewing 3,400 memberships a year by phone. The membership team made the calls; the churn rate suggested the calls were not helping.

21 April 2026Field Notes

A specialist publisher: subscription fulfilment moved from weekly batch to live

A specialist academic publisher in Oxford was processing subscription changes in a Thursday evening batch. New subscribers waited up to a week to receive what they had paid for.

Fin