StaffWise, a subscription-based HR and workforce management platform tailored for the hospitality industry, has seen a troubling pattern emerge: revenue leakage. Over the past two quarters, revenue has stagnated – even declined – despite a healthy stream of new customer acquisitions.
The leadership team suspects two main issues:
- Payment failures and refunds, causing direct revenue loss
- Customer churn, especially among specific subscription plans
They want to understand:
- How much money is being lost, and when?
- Which plans or segments are most affected by churn?
- How are these issues impacting overall revenue growth?
The Analyst Challenge
As the analyst, I’m investigating and quantifying the revenue loss. Using Excel’s business intelligence features (Power Query, PivotTables, calculated columns, and dynamic visuals), I’m building summary tables and dashboards to answer key financial questions:
- What’s the gap between expected and actual revenue?
- How much is lost to failed payments, refunds, and free trials?
- What are the churn patterns across different subscription plans?
- Which months show the largest losses?
- What’s the proportional impact of each loss type?
Why This Matters
In hospitality, seasonality and high staff turnover are unavoidable, but revenue leakage doesn’t have to be. For SaaS providers like StaffWise, retention is growth. Every failed payment or lost customer compounds over time, and closing these gaps can directly unlock seven-figure gains.
By turning fragmented subscription data into a structured, decision-ready dashboard, this project lays the groundwork for targeted retention strategies, smarter billing models, and stronger revenue performance.