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Reduced Business Complexity and Simpler Pricing, yet Higher Prices
How a patient journal SaaS increased revenue by 8% while reducing complexity
About the project
A European SaaS provider of patient journal software for GPs and specialists faced a common challenge: 80+ add-on modules and a highly fragmented pricing model. With customers ranging from small clinics to large practices, pricing was inconsistent, inefficient, and hard to scale.
The challenge
- Pricing chaos: almost no two customers paid the same, creating operational inefficiency and confusion.
- Complex billing: consumption charges for SMS, storage, and add-ons led to a heavy invoicing burden and frequent queries.
- Market pressure: needed to align pricing with customer value while meeting strict industry regulations.
The solution
Three strategic moves.
Action
Impact
Consolidated 80+ modules into Good-Better-Best tiers
Replaced fragmented pricing with a clear, scalable structure.
Enhanced premium tiers with extended support and clinic training
Aligned pricing with what doctors value most beyond the software.
Absorbed SMS and storage consumption into tier thresholds
Covered 80% of usage upfront, cutting invoicing complexity and queries.
Validation
The new structure was tested through a large-scale market survey, which confirmed:
- Customer acceptance of the tiered model.
- Price sensitivity aligned with the proposed increases.
The results
Metric
Result
Average price increase
+8%
Invoicing complexity
Reduced by 70%
Customer satisfaction
Improved (fewer billing queries)
This transformation was not just about raising prices. It was about turning a legacy business model into one that finally made sense for our customers and our team.
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Read caseCould your pricing tell a story like this?
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