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Once For All

by | Jan 26, 2026 | Case Study, Engagement

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Once For All turns around retention and revenue with proactive, data-driven customer success

 

9.5%

monthly churn (down from 15%)

£50M

ARR in 2024 (up from £21M in 2020)

102%

net revenue retention

 “We’ve moved from high churn and low engagement to a proactive, data-driven team that plays a central role in the success of the business.”

Once For All, home to Constructionline, provides compliance and supply-chain risk-management solutions and a two-sided marketplace for the built environment, connecting main contractors with verified suppliers to manage risk, demonstrate compliance, and source new work across the UK and Europe.
The Challenge

No scalable way to retain a high-volume supplier base.

In 2020, Once For All’s supplier business—over 30,000 UK customers in a high-volume, low-value model—was losing on average 15% of renewing suppliers each month (peaking at 20% in one month). No one owned renewals across a £21M ARR book; Salesforce was poorly configured; communications were inconsistent (some customers heard nothing for a year); and there was no automation. Customer experience reflected the gaps: verification rate sat at 15%, many suppliers rarely logged in, and Trustpilot was 0.9/5. Customers often cancelled subscriptions once their construction project finished seeing no further value. The organization was data-rich but insight-poor—facing unsustainable churn, and a weak post-sale infrastructure.
The Process

Prove impact with targeted outreach, then scale.

First, the team tested whether proactive outreach could bend the curve—hiring a small fixed-term customer success team to contact unverified customers 60 days pre-renewal. Churn ticked down (15% → 13%), unlocking budget to make the team permanent.

Next came the company’s first health score (usage, verification, engagement) to spotlight risk and direct effort. With proof points in hand, the board approved investment in customer success tech.

Once For All implemented ChurnZero in 2022 and rebuilt lifecycle engagement around it. From there, they layered in people, process, and performance: training and playbooks, segmentation, ownership, and live dashboards that made outcomes visible daily.

The Impact

Retention up, revenue up, healthier base, and a repeatable growth engine.

Retention and revenue

  • Monthly churn dropped from 15% (2020) to 9.5% (2024), with some months below 9%
  • Net revenue retention grew from 100% (2021) to 102% (mid-2025)
  • ARR (UK) grew from £21M (2020) to £50M (2024), up 132%; ARPU rose from £957 (2020) to £2,280 (2025), up 138%
  • Direct debit adoption increased from 5% to 29% in nine months, improving cash flow and predictability

Healthier customer base and engagement

  • Health scores flipped: at-risk down from 30% (2022) to 11.4%; healthy up from 21% to 39%
  • Verification rate climbed from 15% (2020) to 53% (2025)
  • Trustpilot improved from 0.9 to 4.5 stars
  • 100% of customers now receive regular CSM communications; business reviews increased from 65/month (2023) to 250/month (2025)

Team impact and scale

  • Manual work reduced so CSMs focus on the right accounts; turnover improved from 47.1% (2021) to 15% (2025)
  • Executive confidence rose as dashboards linked activity to outcomes; the model is now rolling out to the French business
About Once For All

Building success, one project at a time.

Once For All is the European leader in supply chain management solutions and B2B marketplace for the built environment.

With 20+ years of experience working with main contractors, we have created powerful tools to help you build stronger networks and create a safer future for the industry.

About Constructionline
Constructionline, a Once For All company, is the UK’s leading compliance, risk, sustainability, procurement and supply chain management company for the construction industry.