When a leading coaching and training platform discovered a key source of billing leakage, they trusted SupportNinja to help redesign the workflows behind it.

The platform partners with employers to give employees access to certified coaches as a benefit for their teams. Coaches are paid per scheduled session, even when the employee doesn’t attend.

Recurring coaching invites sometimes continued for employees who had already left their companies, and no-show sessions were being billed without guardrails. The result was unnecessary spend, without a reliable way to identify, quantify, or control the leakage.

SupportNinja helped the client tighten their verification workflows, turning a hidden risk into a measurable area of revenue protection.

Establishing Verification Processes

SupportNinja needed to protect the client’s coaching revenue without adding unnecessary friction for employees or coaches. Our strategy included:

Making Employee Status a Required Check

The client’s original workflow left employee status unverified before coaching sessions were scheduled or continued, creating an opportunity for billing leakage. We worked with the client to make employment status a mandatory step in the scheduling process.

Now, when a coach or employee requests a session, a customer support agent checks the employee’s account status in the coaching platform before confirming or setting up the session. If the employee is deactivated, sessions are held and recurring invites are reviewed for cancellation. This prevents non-productive sessions from being booked in the first place.

Assigning Clear Ownership for No-Show Review

Previously, the platform tracked no-shows but rarely tied them back to employment status. That left the platform without a clear way to see how many billed sessions were true no-shows vs. how many involved inactive employees.

SupportNinja helped define a specific process for reviewing no-shows and matching them to employee status. SupportNinja now monitors no-show tags, cross-referencing them with the client’s employee database, and flagging recurring sessions where the employee is no longer active. Those insights are then shared with the client so they can adjust coach billing and session invitations accordingly.

Opening Direct Lines Between Coaches and Customer Support

The platform’s original model required coaches to route questions about employee status through internal teams, which slowed down verification and made it harder to prevent unnecessary sessions.

SupportNinja now acts as a direct point of contact for coaches on status questions. Coaches can ask customer support agents to confirm whether an employee is still active before they commit time on their calendars, reducing the risk of coaches continuing to schedule sessions for employees who are no longer eligible.

Verification as a Revenue-Protection Tool

With verification-first workflows in place, the client is better positioned to protect coaching spend and communicate value. Results include:

Designing Workflows That Drive Results

By tightening this client’s verification workflows, we helped turn a hidden source of billing leakage into a measurable area of revenue protection while improving customer support processes behind it.

Are operational gaps costing you revenue? SupportNinja can help you identify what's not working, redesign the workflows behind it, and make the impact visible. Let's talk.