What is a subscription?
Subscriptions are the operational vehicle of an agreement with a customer, which means they are used to help provide goods that a customer should receive and inform billing that the customer has agreed to. Turnstile manages all of your subscriptions in one place, for everyone on your team from Customer Success to Finance.
A subscription can come from two sources:
A quote created within Turnstile that was accepted and signed
A subscription that was added directly to Turnstile
Once a subscription exists, it will have information reflecting the terms of the agreement, such as:
Customer
Total contract value
Products
Terms
Start and end dates
Contract PDF (optional)
Subscription data drives downstream processes such as billing & invoicing.
Accessing subscriptions
A subscription can be accessed from an individual Customer page, or you can view all subscriptions by heading to Customers > All subscriptions. The all subscriptions page allows you to view and filter all subscriptions in Turnstile.
If you'd like to view all subscriptions auto-renewing or expiring within the next 120 days, go to Customers > Upcoming renewals.
Subscription statuses
The subscription status indicates whether the customer has access to your product or service in a given period. For example, an active subscription means it is in progress and active for a customer.
Subscriptions can have 5 statuses:
Draft: A subscription in this state is in the process of being created, but it is not yet finalized.
Active: A subscription in this state is in progress and active for a customer, which means they are receiving benefits or services associated with the subscription.
Upcoming: A subscription in this state is scheduled to become active, and the start date is in the future.
Lapsed: Lapsed subscriptions are recoverable by amending the subscription. A subscription in this state:
Has passed its contractual end date but has not been renewed or terminated. It may be going through the renewal negotiation process.
Or has reached the maximum duration of a prior phase before a milestone was marked complete.
Inactive: A subscription in this state has been terminated via user action, whether to create a new subscription based on a renewal agreement, or a customer churn.
Pending milestone: A subscription in this state has been signed or approved by the customer but is waiting for a milestone to be marked complete before the first/next phase activates.
Managing subscriptions
Throughout a subscription's lifecycle, you may need to make changes based on your customer's evolving needs. Turnstile offers three ways to modify subscriptions, each designed for specific scenarios.
Amend a subscription when you need to make changes during an active contract:
Changing pricing mid-contract
Adding or removing products during the active period
Extending contract length
Renew a subscription when you're starting a new contract term:
The contract is ending, and you want to continue service
Creating a new term with the same or different products
Customer wants to re-commit for another period
Terminate a subscription when you're ending the relationship:
Customer is churning
Stopping service permanently
Need to cancel before the end date