Sales to Install Journey

Sales → Install journey · September 2026

Where in the lifecycle are we losing customers?

From order to install, cancellations can happen before, on, or after the Original Due Date.

Portfolio · September 2026

What is happening?

  1. ObservedLifecycle

    Of 38,003 September orders, 29,702 installed and 7,563 cancelled; 57% of the cancellations came after the Original Due Date.

  2. ObservedA typical failing journey

    Sale completed → ODD assigned → customer not confirmed → reschedule → no new confirmation → Pending Contact → No Access → Post ODD cancel.

  3. ObservedVisible before the loss

    48% of North Carolina cancellations carried Pending Customer Contact first: the journey can be rescued before dispatch.

  4. ObservedWhere it starts

    The representative journey begins with a promotional sale by a new Agency Alpha representative; that cohort made 56% of the agency's sales and 75% of its cancellations.

Order placed
38.0K
Unique Sales
Before ODD
2.6K
Pre ODD cancels
6.8% of sales
On ODD
681
On ODD cancels
1.8% of sales
After ODD
4.3K
Post ODD cancels
11.3% of sales
Installed
29.7K
Installs
78.2% of sales

Cancellations equal 19.9% of sales; 57% of them happen after the ODD, and installs convert 78.2% of sales in the month.

Example customer journey

One order, start to cancellation

A representative North Carolina D2D order. Follow it step by step to see where Brightspeed could have intervened.

Steps7
Order to cancel16 days
Moments to intervene5
  1. Sep 2Step 1Order Created

    D2D sale by an Agency Alpha new representative (promotional offer)

    Risk: Representative risk Critical; promotion sensitive
    Recommended: Independent order verification
  2. Sep 2Step 2ODD = Sep 10 Opportunity to intervene

    Original Due Date assigned

    Risk: Commitment established
    Recommended: Confirm plan, price and installation intent
  3. Sep 8Step 3Pending Customer Contact Opportunity to intervene

    Customer does not confirm the appointment

    Risk: Early warning signal
    Recommended: SMS and email confirmation with one click reschedule
  4. Sep 10Step 4Customer Request Opportunity to intervene

    Customer reschedules on the due date

    Risk: Readiness weakens
    Recommended: Guided rebooking with confirmed commitment
  5. Sep 13Step 5Pending Customer Contact Opportunity to intervene

    No confirmation of the new date

    Risk: Very high cancel risk
    Recommended: Agent outreach before dispatch
  6. Sep 15Step 6No Access / Not Home Opportunity to intervene

    Technician arrives; customer not home

    Risk: Post ODD failure in progress
    Recommended: Confirm access before truck roll
  7. Sep 18Step 7Post ODD: Customer Miss

    Customer cancels

    Risk: Final failure
    Recommended: Root cause review; feed rep and agency scoring