2024
Explore the updates and enhancements we made to our platform in 2024.
Added
AnalyticsReactivated Subscriptions and Reactivated Subscribers Reports
We’ve introduced the ability to switch between Active and Reactivated Subscriptions and Subscribers in the Subscriptions reports to provide deeper insights into subscriber behavior and retention trends. These reports allow you to monitor unique subscribers or subscription items that have been reactivated after a period of inactivity, ensuring you can measure re-engagement effectively.
For more information, see the Analyze > Subscriptions article.
To access the reports in SCM, go to https://subcomm.cleverbridge.com/configure/integrations.
deWhy this is important: These new reports are essential for tracking customer retention and understanding re-engagement patterns. By capturing reactivated subscriptions and subscribers within a defined timeframe, businesses can identify successful retention strategies, optimize win-back campaigns, and better measure subscriber lifecycle value.
Added
ApplicationsBuild and Manage Product Integrations with Integration Hub
We’ve just introduced Integration Hub, a powerful platform designed to build and manage seamless product integrations directly within your software ecosystem, to SCM. Integration Hub enables businesses to connect the Cleverbridge platform with other software solutions efficiently, ensuring accurate data flow and automating workflows across applications.
To learn more, see Integration Hub. To access Integration Hub in SCM, go to Integration Hub and log in with your Cleverbridge credentials.
Why this is important: Integration Hub is crucial for driving new revenue streams through partnerships by enabling smooth integration with the software powering your core business. It enhances operational efficiency, delivers a seamless and cohesive experience for end-users, saves valuable time, and simplifies the development process.
ApplicationsCreate Bundle Products in SCM
We've enhanced the Manage Products capabilities within SCM by adding the ability to create bundle products, a functionality previously available only in Commerce Assistant. This feature allows you to group products into a bundle and sell them together at a set price, typically lower than the total of the individual product prices.
To learn more, see Offer and Manage Bundles. To create bundle products, go to Bundle Products and log in with your Cleverbridge credentials.
Why this is important: Creating bundle products in SCM streamlines the process, making it more accessible and user-friendly. It enables you to offer product bundles at a discounted rate, increasing customer appeal, driving higher sales, and enhancing the overall customer experience.
Added
CheckoutCreate Links Using Link Generator
We've introduced the Link Generator functionality, previously available only in Commerce Assistant, to SCM. This tool allows you to generate basic and protected links to multiple destinations directly from the web.
To learn more, see Create URLs using Link Generator. The functionality is available in SCM under Tools > Link Generator. To access it, go to Link Generator and log in with your Cleverbridge credentials.
Why this is important: The new wizard provides a streamlined, transparent, and flexible way to create one-time links, as well as save them and create a protected link based on tailored parameters.
User ManagementManage Users in SCM
We’ve added a comprehensive Manage Users feature to SCM, accessible via the Settings >Users menu. This feature streamlines user management and supports essential actions for onboarding and maintaining user access within the platform.
With this functionality, you can:
- View a complete list of users to monitor activity and details.
- Add new users with options to set roles and permissions.
- Generate test credit cards for development purposes.
- Edit user information including password management and profile updates.
- Delete or duplicate user accounts as needed.
To manage users, go to the Users menu and log in with your Cleverbridge credentials. For more details, see Manage Users.
Why this is important: The Manage Users feature provides an efficient, centralized way to handle all user-related tasks, simplifying workflows and enhancing account security.
Added
AnalyticsCreate Custom Reports with Report Builder
We’ve just introduced Report Builder, a self-service tool that enables fast report creation by allowing you to select specific dimensions, metrics, and filters. It offers a unified and integrated reporting environment, improving data accessibility, accuracy, and the overall effectiveness of business intelligence. To learn more, see Create reports with Report Builder. To view Report Builder, go to Report Builder and log in with your Cleverbridge credentials.
Why this is important: The Report Builder functionalities remove the reliance on manual report generation, enhance efficiency, and enable teams to focus on higher-value tasks.
AnalyticsSelect Top N Records in Your Analytics
We’ve added the option to select the Top N records in reports generated through our new Report Builder, as well as in the analytics on the subscription-metrics dashboard. In Report Builder, you can filter the Top N results based on one of the applied metrics in the generated reports. On the subscription-metrics dashboard, the Top N feature is available for pages with a single metric, where dimension selection is possible, and data is displayed in a table format. To learn more, see Create reports with Report Builder and subscription-metrics.
Why this is important: The ability to display the Top N records is essential for analytics and reporting. It allows you to sort your data and concentrate on the most relevant insights, such as highlighting top performers or underperformers.
ApplicationsDecouple Subscription Intervals from Payment Intervals
We’ve recently added an option to set up payment schedules for recurring products. This allows separate subscription and billing intervals. With Payment Schedules in place, you can divide an invoice into multiple payments with different due dates, offering greater billing flexibility to your customers. To learn more, see Create payment schedules.
Why this is important: The ability to pay for products in payment schedules is particularly advantageous for B2B customers. It allows them to spread payments over time instead of paying a large lump sum upfront, optimizing their cash flow.
ApplicationsEmail Content Guidelines for CleverAutomations
We’ve added a new topic to the Automations section of our documentation to help you ensure compliance with legal requirements and improve the overall customer experience when sending emails. This update includes detailed guidelines on general email content practices, the distinction between marketing and transactional emails, and specific requirements for renewal reminders and email footers. To learn more, see Email content guidelines.
Why this is important: Ensuring that your email communications are clear and properly structured helps maintain customer trust and satisfaction, while ensuring legal compliance and reducing the risk of non-compliance issues.
ApplicationsEnhance User Experience with URL Parameters in Upgrade and Renewal Funnels
We’ve added options to enrich the user experience on the upgrade and renewal funnel via URL parameters, allowing you to optimize for your use case.
To learn more, see Adding URL Parameters.
Why this is important: This feature enhances flexibility and improves the overall user experience, making the checkout process more efficient and tailored to your business needs.
Changed
AnalyticsEnhanced Calculation for Orders and Conversion Rate
We’ve improved the calculation method for both the number of orders and the conversion rate. Now, the order count reflects the total number of paid purchases, including free registrations, while excluding detected fraudulent transactions, chargebacks, and fully refunded orders—whether refunds are issued in full or for individual items over time. The conversion rate is now based on all paid orders before refunds, adjusted only for fraudulent transactions. Previously, the calculation also excluded returned orders.
To learn more, see subscription-metrics > Orders and subscription-metrics > Conversion Rate.
Why this is important: The improved logic for calculating orders and conversion rate delivers more accurate results, enabling more precise analytics. This enhanced accuracy better addresses specific scenarios and increases the potential for identifying and fixing bugs.
Changed
AnalyticsAnalyze subscription-metrics with Unified Metrics
We’ve combined the subscription-metrics and Transactions dashboards into a single, unified subscription-metrics dashboard. This consolidation provides all metrics in one place for easier reporting. Enjoy enhanced filtration options and a more intuitive design for better analysis of your subscription business.
To learn more, see subscription-metrics. To check the updated subscription-metrics dashboard, go to subscription-metrics Dashboard and log in with your Cleverbridge credentials.
Why this is important: The enhanced subscription-metrics dashboard enables comprehensive analysis of your subscription business. With the ability to apply filters across all pages and present data in tables and charts, it offers an improved reporting experience.
Added
PaymentsEnhance Payment Success with a New Acquirer
We are excited to announce a significant enhancement to our payment orchestration functionality with the addition of a new acquirer. This update is a major step forward in our ongoing efforts to optimize authorization rates, ensuring smoother and more efficient transactions for end customers. By integrating this acquirer, we are expanding our network and investing in new features, such as tokenization and dynamic routing.
Why this is important: By leveraging multiple best-in-class acquirers, Cleverbridge can intelligently route transactions to ensure the highest possible uptime, authorization rates, and recovery rates for declined orders.
PaymentsLeverage TRA Exemptions for Low-AOV Transactions
Cleverbridge now supports Transaction Risk Analysis (TRA) exemptions under the Strong Customer Authentication (SCA) requirements. This feature allows low-risk transactions to be exempt from SCA, based on the average fraud levels of the card issuer and acquirer. This applies to one-off transactions below €100.
To learn more about TRA exemptions, see Strong Customer Authentication (SCA).
Why this is important: By leveraging TRA exemptions, you can increase payment success rates and reduce friction in the checkout process by avoiding 3DS challenges for certain transactions.
ApplicationsTrack Revenue, Monitor Customer Behavior, and Test Automation Emails
We have introduced two new functionalities within CleverAutomations. The first is the ability to test generated emails before they are sent to your customers. The second is the integration of Power BI reports, allowing you to track the revenue of your automation campaigns and monitor customer interactions with emails.
To learn more, see Automations. To check the new functionality of our CleverAutomations email editor, go to CleverAutomations and log in with your Cleverbridge credentials.
Why this is important: With the ability to test automation emails before they reach your customers, you can ensure your campaigns are error-free. Additionally, Power BI reports provide deeper insights into the results of your automations.
ApplicationsReduce Churn with Cancellation Flows
Our latest Cancellation Flow feature, now available in private preview for clients using Subscription Management 2.0, helps reduce churn by engaging customers who begin the cancellation process. By offering personalized incentives based on customer feedback, you can retain more subscribers and lower the overall churn rate.
To learn more, see Reduce churn with cancellation flows . If you want to participate in our private preview, contact Client Experience.
Why this is important: By implementing a carefully designed cancellation flow, you can reduce churn by providing users with alternatives that encourage them to maintain their subscription.
AnalyticsDive into Subscription Upgrades and Downgrades
Explore our newest metrics, Upgrades and Downgrades, which visually represent subscription changes over selected time periods. These metrics help monitor trends, assess the impact of promotional campaigns on your business’s performance, and optimize your subscription strategies.
To learn more, see Upgrades and Downgrades.
Why this is important: Analyzing data on subscription upgrades and downgrades empowers you to identify anomalies in your subscription business and make informed decisions to refine your approach to subscription management.
SubscriptionGain Valuable Insights with the NRR Metric
Our new metric, *Net Revenue Retention (NRR), calculates revenue changes—growth or contraction—from existing customers, accounting for upgrades, downgrades, and churn. This metric offers vital insights into customer satisfaction and the value of your product.
To learn more, see NRR and MRR.
Why this is important: The newly introduced NRR metric provides deeper insights into customer behavior and needs, enabling you to make more informed decisions regarding your subscription strategies. A high NRR indicates robust customer loyalty and potential for sustainable revenue growth.
Added
AnalyticsEffectively Manage Upcoming Renewals
With our Upcoming Renewals feature, you can view a list of customers whose subscriptions are about to be renewed. This feature enables you to conduct a thorough analysis of subscription renewal statuses and their potential revenue implications.
To learn more, see Upcoming renewals. You can access our Upcoming Renewals dashboard at Upcoming Renewals Dashboard and log in with your Cleverbridge credentials.
Why this is important: Effective subscription management and forecasting are critical for your business growth. The Upcoming Renewals feature helps predict upcoming revenue and enables proactive steps to manage customer interactions efficiently.
PaymentsUnderstand the Sustained Profitability of Your Business with the LTV Metric
Our new *Customer Lifetime Value (LTV) dimension within the Subscriptions dashboard provides insight into the total predicted revenue an average customer will generate for your business during their relationship with your company.
To learn more, see LTV. The LTV dimension is accessible at LTV Dashboard, and you can log in using your Cleverbridge credentials.
Why this is important: Tracking LTV helps you understand the long-term profitability of your products, ensuring competitiveness and sustainable success. A high LTV indicates strong product-market fit, brand loyalty, and recurring revenue from existing customers.
Changed
ApplicationsEnhanced SCM Navigation
Experience the enhanced navigation in SCM. Discover improved ease in accessing the functionality you require. Visit SCM to explore the updates firsthand using your Cleverbridge credentials.
For insights into how these changes are reflected in our documentation, see Configure, [Get transparency about transactions] (/docs/category/get-transparency-about-transactions), Incentivize customers, and Analyze.
Why this is important: The enhanced navigation allows you to effortlessly explore Cleverbridge features aligned with your business goals, positively influencing your overall user experience.
Added
AnalyticsDive into Subscription Renewals by Type
Explore our latest dimension, Renewal Type, designed to identify your customer renewal patterns. This dimension allows you to unlock valuable insights into renewal dynamics, optimize renewal strategies, identify churn risks, and improve revenue forecasting.
To learn more, see Subscription. You can access our Subscription Analytics dashboard at Subscription Analytics Dashboard by logging in with your Cleverbridge credentials.
Why this is important: Leveraging this dimension empowers you to strategically engage customers through targeted marketing campaigns, ensuring timely interventions that maximize your monthly and annual recurring revenue.
ApplicationsGrow Your Business with CleverAutomations
Our latest innovation, CleverAutomations, leverages artificial intelligence to automatically generate end-to-end renewal, winback, and delinquent payment recovery campaigns complete with optimized email content. With CleverAutomations, you can automate personalized tactics to boost subscription renewals, solve outstanding payment issues, and re-engage churned customers.
CleverAutomations is currently in private preview. To learn more, see Automations. For access to the documentation, log in with your Cleverbridge credentials. If you're interested in adopting this solution, contact Client Experience.
Why this is important: CleverAutomations empowers you to design automated customer communication workflows focused on retention and churn reduction, enabling you to grow your business while saving valuable time.
ApplicationsStreamline Quote Renewal for Your B2B Customers
You can now generate Renewal Quotes in SCM. Renewal Quotes allow you to create a renewal quote for an existing subscription at any point during the subscription lifecycle. Customers can also access quotes in their account or request a renewal quote themselves.
To learn more, see Renewal quotes. Start using this option by locating the subscription in need of a renewal quote at Subscription Search, and log in using your Cleverbridge credentials.
Why this is important: The Renewal Quotes feature enables B2B customers to renew existing subscriptions easily and quickly, without needing to place a new initial quote.
Changed
AnalyticsEnhanced Accuracy of PSR Calculations for Direct Debit Orders
We’ve improved the calculation logic for our Payment Success Rate (PSR) concerning paid and unpaid direct debit orders. All direct debit payments are now kept in the Waiting for Payment status until their payment status is determined. A 27-day period has been defined, starting from the purchase date, to verify the status of direct debits. If no return debit occurs within this timeframe, the payment status is updated to Paid. Otherwise, it’s marked as Unpaid.
To view your analytics, go to Payments Analytics Dashboard, and log in with your Cleverbridge credentials.
Why this is important: The enhanced logic for PSR calculation provides more accurate results, leading to more precise analytics, which bolsters business outcomes.
Added
AnalyticsIdentify Patterns for Credit Card Declines
Use our newest metric, CC Declined Orders, to gain valuable insights into the decline types and specific reasons behind declined transactions. Within the Purchase Authorization page in the Payment Analytics dashboard, you can now access the decline rate of credit card transactions and the number of declined orders compared to the total number of submitted orders.
To learn more, see CC Decline Rate. You can access the Payment Analytics dashboard at Payment Analytics, and log in using your Cleverbridge credentials.
Why this is important: Identifying decline patterns that lead to transaction rejections helps reduce future declines and improve your overall transaction success rate.
Added
AnalyticsRefine Your Churn Reason Analysis for Improved Customer Success
You can now understand why churned customers discontinue using your products within our Subscription Analytics by leveraging our newest metric, Churn Types. This metric enables you to gather actionable insights, identify patterns, and help prevent future churn.
To learn more, see Churn Rate & Types. The churn reason analysis is currently in public preview, and you can access it at Subscription Analytics Dashboard. Simply log in using your Cleverbridge credentials.
Why this is important: Tracking and investigating churn types helps you better understand your subscribers' behavior and refine your strategy for customer retention. Identifying the root causes for churn will lead to deeper insights into your company’s growth.
PaymentsImproving PayPal Success Rate
To address a recurring payment error in PayPal linked to discrepancies in cart values, we updated the transactional data for PayPal orders. By extending the payment request and adding order details to the submission, we ensure that the sum of individual article amounts aligns with the total order amount.
Why this is important: This recurring issue impacted the renewal success rate for PayPal orders. The implemented changes reduced errors for both initial and recurring transactions, resulting in a healthier success rate for both new and renewal orders.