Kate's take, in a sentence or two

Kate explained that the milestone system is an automation built in their Airtable base, which detects when someone is one day away from their renewal and sends them an email offering a prize if they stay—all set up before they'd cancel, and it was fairly easy to implement. For people upgrading to yearly, she said they just give them all the milestone prizes upfront instead of doling them out monthly, and while Rachel handles most of the related help desk requests, Kate has seen people take them up on it and stay longer, confirming it's a strategy worth doing.