How a Leading Competitive Intelligence Platform Exceeded their Retention Goals by 11%
A rapidly growing competitive intelligence platform faced the challenge of scaling their customer success operations while maintaining high-quality service.
With 11 CSMs managing hundreds of enterprise accounts, the VP of Customer Success needed a solution to effectively monitor customer health and drive team performance.
The Challenge
Managing hundreds of enterprise accounts with a lean team created two critical problems:
Customer risks often went unnoticed until too late
Leadership struggled to balance strategic initiatives with tactical coaching needs
The Solution
By implementing BackEngine's AI-powered platform, the team gained:
Real-time alerts for risks and opportunities
Automated monitoring of customer communications
Customized insight routing to relevant team members
Actionable Voice of Customer (VoC) insights
Impact
BackEngine now surfaces 15-20 actionable customer insights weekly that might have otherwise been missed. The platform reduced time spent gathering customer health signals from 12-15 hours per week to just a few hours, allowing leadership to focus on strategic initiatives and proactive customer engagement.
The success has led to company-wide adoption, with the Product team now using BackEngine to capture and analyze customer feedback for product development.