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Customer Success Story

Accelerating Response to Customer Needs

How Fossa Dramatically Improved Their Customer Response Time

Fossa, the leader in open source license compliance and vulnerability management, needed to respond faster to customer needs. BackEngine helped them surface insights proactively and reduce churn risk across their enterprise customer base.

About Fossa

Fossa is the leading open source license compliance and vulnerability management platform. They help enterprise development teams manage open source risk, ensure license compliance, and maintain secure software supply chains. With customers ranging from startups to Fortune 500 companies, Fossa needed a way to stay ahead of customer needs and prevent issues before they escalated.

The BackEngine Impact

Proactive insights that drive customer success

ROI in first year

15+

Actionable insights weekly

60%

Faster response to issues

Early

Churn risk detection

The Challenge: Reactive vs. Proactive

Fossa's enterprise customers have complex needs and high expectations. The CS team was spending too much time reacting to issues rather than proactively addressing customer needs before they became problems.

With customer conversations scattered across email, Slack, calls, and support tickets, it was nearly impossible to get a complete picture of customer health until something went wrong.

"We were always playing catch-up. By the time we knew there was a problem, it was often too late to fix it without significant effort."

Fossa Leadership

Customer Success Team

What BackEngine Enabled

Proactive Risk Detection

Surface churn risks and renewal concerns before they become surprises

Weekly Actionable Insights

15+ insights delivered weekly, prioritized by impact and urgency

Faster Response Times

60% reduction in time to respond to customer issues and concerns

Complete Customer View

Unified view of all customer interactions across every channel

Key Results

Concrete outcomes that drove business value

5x Return on Investment

BackEngine paid for itself multiple times over through prevented churn and expanded accounts.

Proactive Customer Engagement

Shifted from reactive firefighting to proactive relationship building.

Reduced Churn Risk

Early warning system identified at-risk accounts weeks before renewal conversations.

Improved Team Efficiency

CSMs spend less time searching for information and more time helping customers.

"BackEngine transformed how we work. We're no longer surprised by customer issues — we see them coming and address them proactively."

Fossa Leadership

Customer Success Team

Ready to Get Ahead of Customer Needs?

See how BackEngine can help you be proactive, not reactive.