How Daniel Used Reports to Stop Customer Churn
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Figuring out the problem: why customers were leaving.
Customer churn is a part and parcel of doing business. Nevertheless, it is always a cause for concern.
“During the first part of 2024, we started experiencing some loss of customers. We were charging to keep their sites updated, and make changes. So, while these lost customers weren’t that big of a deal, it was still a concerning trend and one that we did not want to see continue.”
In Daniel’s case, he was losing lower-paying customers, so the issue wasn’t critical. But it did signpost that there was an underlying problem he needed to fix.
It turned out that there was a lack of perceived value. His customers did not see his work that went into managing, maintaining, and updating their sites.
The solution: better, consistent communication.
As a business owner, you need to consistently communicate the value you provide. If a site is running smoothly, it is because it is maintained well. Customers do not see the work, so they tend to assume nothing is happening.
“Maybe other businesses are better at other forms of bulk communication, emails and stuff like that. But we’re pretty low on that. We communicate with our customers, but probably only every month or two. We don’t run a lot of specials, for instance. We’re a two person agency, and we tend to focus on the work.”
There is a lot of effort that goes into making anything look “effortless”.
“So, at that point, we realized we really should be getting reports in front of our customers about all the cool things happening on their website. Not just what we’re doing for them, but traffic and stuff like that.
We needed an automatic report that we know has great data, and gives us a known monthly touch point with every single customer. And that’s huge for us.”
Implementation: finding the right tool.
Many agencies use tools to manage websites. It is the only way to scale their business without increasing development overhead.
However, it is entirely possible to outgrow an existing, familiar tool in your workflow because the requirements change.
“I had been using ManageWP for years and years, because it’s free and at that point it was doing everything that I needed it to do. Unfortunately, it didn’t include reports. So I started looking at a couple of different products.”
Looking for the right tool can involve a lot of trial and error. So it is lucky when lightning happens to strike exactly where and when you need it to.
“During that time, on one of the WordPress Facebook groups I’m in, somebody shared a very cool email summary that they were sending out that had information about the site, updates that have been done, etc. in the body of the email.
I thought that was so neat. In the past, we would send reports, but nobody looked at them because they were attached PDFs.”
However, the journey to the right tool isn’t always a straightforward one.
“They were talking about WP Remote when they mentioned this. But the cost was a little bit high for me, so I thought I’d try another product that charged per site. And so I started using that, and while it was fine and the reports were okay, it didn’t have the cool summary email.”
If you’re ever considering WP Remote, don’t let the upfront cost be a deterrent. We are happy to partner with agencies looking to scale.
“I was offered a short term discount as part of onboarding with WP remote and loved that. It gives me time to keep adding sites, and growing the support piece.
Plus, I got the summary email and all the other pieces I wanted in the report. The report looks better and has more detail about traffic, which is what everybody really wants to see.”
The results speak for themselves.
Migrating from an existing tool can be rocky, but we provide white-gloved service to get your system up and running in no time at all.
“My experience was that the move over was really smooth. The reports are better than anything else I’ve used.
The WP Remote difference is immediately visible.
“The customers all seem really happy with it. We get a lot of opens, and even some replies thanking us for the information! So all very encouraging to continue that level of customer service for our customers. WP Remote makes it very easy to do.”
“Since I got WP Remote, I feel like I’m managing my sites better than ever, which tells me that I can grow to 100, 150 or more hosted sites. And I’m excited to do that.”
Onwards and upwards.
“I do know that the steps that WP Remote is making, in terms of just the potential for managing more sites better, is really encouraging to see. So I only see it going up from here.”
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