SaaS & Technology
B2B SaaS Platform
- Reduction in Churn
- 27%Reduction in Churn
- Reduction in Support Tickets
- 41%Reduction in Support Tickets
- Increase in Expansion Revenue
- 19%Increase in Expansion Revenue
The Challenge
Churn was seen at renewal, which left the CSM team no time to act.
Winning a new account costs more each year. Support load grows as the base grows. Churn is spotted late, and every board now asks what AI is doing inside the product itself.
What We Built
We built a health score from usage, tickets and billing, shown inside the app.
Churn Prediction
Name the accounts at risk, and the reason for each.
Support Deflection
Answer the common tickets and pass the rest with context.
In-Product AI Features
Search, chat and drafting inside your own product.
Expansion Scoring
Find the accounts whose usage says they need more.
The Outcome
Net Revenue Retention
Keep more accounts, and grow the ones you keep.
Faster Delivery
Features and fixes reach users in less time.
Lower Cost to Serve
Serve more accounts with the same support team.
Differentiated Product
AI features your rivals have not shipped yet.
