Revenue Leakage Recovery
B2B SaaS billing flow visibility exposed $1M+ in untracked revenue events. Instrumentation seed deployed in 2 weeks.
The Challenge
A B2B SaaS company with tiered subscription pricing had no visibility into their billing flow. Customer success, engineering, and finance each had partial views, but nobody could trace an order from signup through invoice.
Symptoms:
- Finance discovered revenue mismatches during quarterly close
- Customer disputes took days to investigate
- Upgrade/downgrade events were missed in downstream systems
The Approach
Week 1: Flow Mapping
Traced the subscription lifecycle across 5 systems:
- CRM (Salesforce)
- Billing (Stripe)
- Provisioning (internal)
- Usage metering (Segment)
- Finance (NetSuite)
Identified 3 critical gaps where events could silently fail.
Week 2: Instrumentation Seed
Deployed lightweight correlation tracking at handoff points. No new infrastructure—just structured logging with consistent event IDs.
Created a Grafana dashboard showing subscription flow health in real-time.
The Outcome
Within 90 days:
- Recovered $1M+ in previously untracked billing events
- Time-to-diagnose for billing issues dropped from hours to minutes
- Finance now has real-time reconciliation instead of quarterly surprises
Key Insight
The revenue wasn't "lost"—it was passing through correctly but invisible to the business. Making it observable was 80% of the fix.
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