Media and entertainment
Media and entertainment CRM for subscription businesses
Move trial users to paid plans, remind them before renewal and win back those who left. Plan and channel details sit on every subscriber.
Your pipeline, ready on day one
These stages come with the template. Rename, add or remove any of them.
- Stage 1LeadA visitor, app installer or enquirer is captured with source and content interest.
- Stage 2TrialThe user has a free trial, and a call or message encourages them to try key content.
- Stage 3SubscribedThe user pays for a plan, and plan, channel and renewal date are saved.
- Stage 4RenewalA reminder, call and payment link go out before the plan ends.
What is a media and entertainment CRM?
Subscription media earns when people stay. Getting a viewer to start a trial is easy; getting them to pay and then renew is where revenue is made. Gandiv records each subscriber's plan, channel or package and renewal date, then runs the follow-ups that protect revenue: a trial nudge, a renewal reminder with a payment link and a win-back offer for those who left. Cable and local operators can use area and set-top fields in the same way. Support issues stay on the subscriber record, so the person calling a lapsed user knows whether a technical problem, not price, was the reason they stopped.
Why media and entertainment teams need one
Problem
Trial users disappear without a single follow-up.
With Gandiv
A trial journey sends a nudge and a call task on days 2 and 5.
Problem
Plans lapse before anyone reminds the subscriber.
With Gandiv
Renewal reminders and payment links go out ahead of the end date.
Problem
Nobody knows why subscribers leave.
With Gandiv
Churn needs a reason, and the win-back list is built from it.
Problem
Offers are sent to everyone, including current payers.
With Gandiv
Segments by plan, status and last activity target the right group.
Problem
Support complaints and sales sit in different tools.
With Gandiv
Tickets show beside the subscriber, so callers know the issue first.
Problem
Plan and channel details are in billing only.
With Gandiv
Plan and channel fields on the record help callers upsell sensibly.
Key features
Trial follow-up
Turn free users into payers
Track trial start and end dates, send a nudge on WhatsApp and create a call task for high-intent users. Conversion by source tells you which campaigns bring paying viewers.
- Trial start and end
- Nudge and call task
- Conversion by source
Trial start and end
Nudge and call task
Conversion by source
Subscriptions
Plan, channel and renewal date together
Keep plan, channel pack, amount and renewal date on each subscriber. Agents see exactly what the person has before they pitch an upgrade or answer a billing question.
- Plan and channel fields
- Renewal date
- Upgrade history
Plan and channel fields
Renewal date
Upgrade history
Renewals
Reminders with a link to pay
Reminders go out at T-7, T-3 and T-1 on WhatsApp, followed by a call task for high-value plans. Payment is made through a Razorpay link without a login.
- Reminder sequence
- Razorpay payment link
- Call task for high value
Reminder sequence
Razorpay payment link
Call task for high value
Churn win-back
Bring lapsed subscribers back
Lapsed users are tagged with a reason and entered into a win-back campaign with an offer after a cooling-off period. Reactivation is tracked against each campaign.
- Churn reason capture
- Win-back offer journey
- Reactivation report
Churn reason capture
Win-back offer journey
Reactivation report
Support context
Know the problem before the pitch
Tickets for buffering, billing or channel issues sit on the subscriber record. Sales calls account for open complaints instead of pitching to someone waiting for a fix.
- Ticket history on record
- Open issue flag
- Resolution notes
Ticket history on record
Open issue flag
Resolution notes
What is inside the template
Everything below is created in your workspace when you pick this template.
| Fields | Plan · Channel pack · Trial end date · Renewal date · Device or set-top ID · Churn reason · Area |
|---|---|
| Automations | Trial nudge on day 2 and day 5 · Renewal reminder at T-7, T-3, T-1 · Win-back offer 30 days after expiry · Ticket follow-up call after resolution · Upgrade offer after 3 months |
| Reports | Trial to paid conversion · Renewals due and collected · Churn by reason · Revenue by plan · Reactivations by campaign |
| Message templates | Your free trial ends in 2 days, subscribe to keep watching · Your plan renews on the 15th, pay here · We miss you, come back with 30 percent off · Your issue is resolved, anything else we can fix? |
| Call script | Hello, I am [Name] from [Platform]. Your free trial ends on [date]. Have you been able to watch what you like, and shall I help you pick the plan that suits you? |
Fields
Plan · Channel pack · Trial end date · Renewal date · Device or set-top ID · Churn reason · Area
Automations
Trial nudge on day 2 and day 5 · Renewal reminder at T-7, T-3, T-1 · Win-back offer 30 days after expiry · Ticket follow-up call after resolution · Upgrade offer after 3 months
Reports
Trial to paid conversion · Renewals due and collected · Churn by reason · Revenue by plan · Reactivations by campaign
Message templates
Your free trial ends in 2 days, subscribe to keep watching · Your plan renews on the 15th, pay here · We miss you, come back with 30 percent off · Your issue is resolved, anything else we can fix?
Call script
Hello, I am [Name] from [Platform]. Your free trial ends on [date]. Have you been able to watch what you like, and shall I help you pick the plan that suits you?
By role
Business head
- See trial conversion and churn by reason
- Track revenue by plan
- Review campaign reactivation
Sales and retention caller
- Call trials and expiring plans
- Send payment links
- Run win-back lists
Support executive
- Resolve tickets from the record
- Flag open issues to sales
- Close with notes
Integrations for this industry
Related industries
Retail and D2C
Win back abandoned carts, confirm COD orders, recover RTOs and drive repeat purchases.
ISP, broadband and security
PIN feasibility, install jobs, renewals and complaint tickets for ISPs and CCTV installers.
Education and admissions
Run the admissions funnel from enquiry to enrolment with counsellor scripts and fee reminders.
Frequently asked questions
Can I track trials and conversions?
Yes. Trial start and end dates are stored, and a report shows trial-to-paid conversion by source and campaign.
How do renewal reminders work?
Reminders are sent before the end date with a payment link, followed by a call task if the plan is high-value or no payment arrives.
Can I record why people leave?
Yes. When a subscriber lapses you can record a reason, and win-back campaigns can be built from that list.
Does it suit cable or local operators?
Yes. Add area, set-top ID and channel pack fields, and use the same renewals, tickets and win-back flow.
Does Gandiv handle streaming or billing itself?
No. It manages leads, follow-ups, payment links and support. Content delivery and your core billing system remain separate.
Start with the media and entertainment template
Your pipeline, fields and messages are created for you. Change anything later.