Turning portfolio insights into proactive customer retention

AFG 18 December 2025 10:21:37 AM

Growing your trail book isn’t just about writing more loans, it’s about understanding what’s driving growth and where you might be losing ground. Two factors often overlooked are the mix of applications you write each month and churn.

If most of your activity comes from existing customers refinancing or taking out new loans, your trail book may not grow as much as expected. Similarly, if customers leave when their fixed rate expires or their interest-only period ends, you can lose valuable relationships before you have a chance to act.

The good news? With the right insights, you can turn these challenges into opportunities for retention and growth.

Understand your retention activity

Your Portfolio Analysis report now makes it easier to see how much of your monthly activity is focused on keeping customers in your book.

The Active Loan Accounts tab now shows:

- Summary Table: Overall refinance and recapture percentages for a quick snapshot of your retention mix.

- Detailed Fields: In the same report, new columns show whether each individual application is a recapture or refinance, so you can drill down to customer-level detail.

	definition
Recapture	A new loan issued to an existing customer who had a loan discharge within the past three months. This highlights how many customers are returning to you.
Potential refinances	Loans where the customer’s previous loan closed on the same day a new loan opened, indicating customers who have likely refinanced an existing loan.

These insights help you measure the effectiveness of your retention strategies and identify where proactive engagement can make the biggest difference.

Action: Regularly review these ratios to understand what’s driving your performance and use that insight to balance retention with new customer acquisition for sustainable growth.

Screenshot 2025-12-15 094849

Stay ahead of churn with existing filters

While the recapture and refinance metrics show what’s happening, you also need to anticipate what’s coming. Two key milestones often trigger churn:

Fixed rate expiry: Customers often start shopping around when their fixed rate ends. Reach out early, review options, and provide clarity before they look elsewhere.
Interest-Only (IO) roll-off: When IO periods end, repayments often increase significantly, creating a high-risk churn moment. Reach out early to explain the change, review options, and keep customers engaged before they start looking elsewhere.

Your Portfolio Analysis report already includes filters for these milestones, making it easy to generate lists of customers approaching these points.

Action:

Use these filters to identify at-risk customers.
Reach out early with tailored options before they start looking elsewhere.
Track your success using the new recapture and refinance metrics.

Turning Insights into Action

Run-off is inevitable, but unnecessary loss isn’t. By combining visibility (recapture and refinance table) with proactive outreach (using existing filters), you can:

Reduce churn
Strengthen customer relationships
Build a more stable, profitable trail book

When you act on these insights regularly, you shift from reacting to churn to preventing it and turning potential churn into opportunities for sustainable growth.