Before Prism

Ironshore ran on four tools — a Mindbody competitor for bookings, GoCardless direct, Klaviyo for email, and a shared Google Sheet for the owner briefing. Three sites, three heads of ops, one shared spreadsheet. By month 11 of each cohort, retention was dropping; by month 13, it showed up in the P&L and by then the response was always reactive.

What changed

The switch to Prism in Q2 2024 consolidated bookings, payments, marketing, and access onto a single data warehouse. The weekly owner briefing flagged a cohort drift at month 11 — class attendance was holding up but repeat-booking cadence was slipping. The team rewrote the 8-week onboarding flow the same week.

Where they are now

Ironshore runs the weekly briefing as the start of Monday's ops meeting. Churn is down 28% year-on-year at the 12-month mark, with the biggest gains concentrated in the cohort that went through the rewritten onboarding. The team has moved from reactive to proactive retention — and the owner gets his Sundays back.