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Recurly did grandfather their early customers (we were one). For the most part, I'm a fan of Recurly and it helped improve our renewal rates. However, the maj

by dmgrow 14y ago

Recurly did grandfather their early customers (we were one). For the most part, I'm a fan of Recurly and it helped improve our renewal rates. However, the major outage they experienced earlier this year (including substantial data loss) was a real blow. Yes, it's possible to build. But if building is delaying you from doing it immediately, then buy -- it's worth it.

jdlshore 14y ago
How did Recurly help your renewal rates? Are they doing something different/more than others?
- dmgrow 14y ago
  I think their feature set is probably fairly similar to others. Through some testing of dunning settings and email notifications, we were able to significantly increase the percentage of customers who updated failed credit cards. More than anything, it was fairly easy to integrate and roll out. We are busy building our core software and it would have taken us a long time to get to the point where we would have prioritized building our own. I'm glad we didn't wait longer than we did because it has been worth the time and money spent on Recurly.
dangrossman 14y ago
I was a Recurly beta user. 2010 I think. Just after I finished integrating them and pushing it live on a 50k user site, they upped the pricing (and changed pricing models entirely) with no grandfathering. There was some big hooplah on their blog over that which led to some kind of special offer for existing users, but it still wasn't the same as when we signed up. You were probably in during a later price change. I wasn't cool with having the company I was about to entrust my income -- putting food on my table -- changing the rules on a whim like that, so I had to roll everything back and do billing myself. I'll never trust 'em again.
- skrish 14y ago
  Genuine question, as I want to learn from this (as I run similar service). If you were to launch one such critical service, what would you do differently to assure your customers that you really care & won't screw them behind their back? Definitive answer is: first of all don't screw your customers. But how do you make sure you convey, you won't?

by dmgrow 14y ago

jdlshore 14y ago

How did Recurly help your renewal rates? Are they doing something different/more than others?

dmgrow 14y ago
I think their feature set is probably fairly similar to others. Through some testing of dunning settings and email notifications, we were able to significantly increase the percentage of customers who updated failed credit cards. More than anything, it was fairly easy to integrate and roll out. We are busy building our core software and it would have taken us a long time to get to the point where we would have prioritized building our own. I'm glad we didn't wait longer than we did because it has been worth the time and money spent on Recurly.

dangrossman 14y ago

I was a Recurly beta user. 2010 I think. Just after I finished integrating them and pushing it live on a 50k user site, they upped the pricing (and changed pricing models entirely) with no grandfathering. There was some big hooplah on their blog over that which led to some kind of special offer for existing users, but it still wasn't the same as when we signed up. You were probably in during a later price change. I wasn't cool with having the company I was about to entrust my income -- putting food on my table -- changing the rules on a whim like that, so I had to roll everything back and do billing myself. I'll never trust 'em again.

skrish 14y ago
Genuine question, as I want to learn from this (as I run similar service). If you were to launch one such critical service, what would you do differently to assure your customers that you really care & won't screw them behind their back? Definitive answer is: first of all don't screw your customers. But how do you make sure you convey, you won't?