Investor Presentation

5 Well Designed Retention Program Ranges from Proactive Retention to Post Cancellation Winback More proactive | Less expensive | Broader retention / loyalty target Relatively more expensive, but more economical than acquiring a new customer |||||BRINKS HOME Proactive Care Proactive Retention Customer Retention Pending Cancel Winback Cancelled Customer Winback Address emerging risk to proactively build loyalty, secure referrals, upsell add- ons to create stickiness Proactive contract extension offers based on customer risk level and attrition drivers, offers tailored to customer preferences and NPV optimized by Al Retention offers through higher skilled employees trained to handle cancel requests Aggressive last- chance offers through much higher skilled, specialist winback agents Systematically market and re-acquire homes with equipment already installed (better economics than new customer acquisition) (1) Machine Learning to continuously monitor and flag customers based on unified set of features that indicate satisfaction levels, attrition risk, upsell opportunities, referral opportunities and winback opportunities Proactive Retention reached 115k extension milestone since Oct 2019 program launch, saving an estimated $1.3m of recurring monthly revenue: - Leveraging Offer FIT Artificial Intelligence to optimize offers and increase take rates thus increasing profitability - Continuous increase in agent performance through the program - Leveraging the tool across the platform (outbound calls, emails, direct mail and panel messaging) On average 4 extensions are equivalent to a save; 29k saves at population ARPU of $45 translates to $1.3m RMR saved. 24 24

View entire presentation