How Fossa Dramatically Accelerated Their Response to Customer Needs, Risks, and Opportunities
Executive Summary
Fossa, a leading software composition analysis platform, faced challenges in consolidating customer feedback across multiple communication channels while managing relationships with enterprise clients.
BackEngine helped them transform 400+ hours of manual work into automated intelligence, enabling early detection of market trends and more efficient customer management.
About Fossa
Fossa provides software component analysis for license compliance and security vulnerabilities. Their platform helps enterprises ensure their open source usage complies with licensing requirements while identifying potential security risks.
Their client base includes some of the largest companies globally, with particular success in the automotive industry where software increasingly powers modern vehicles.
The Challenge
As Fossa's customer base grew, they struggled with:
Scattered customer communications across multiple channels (Slack, email, tickets, calls)
Time-intensive manual processes requiring 300-400 hours to create customer dossiers
Difficulty getting a comprehensive view of customer health and engagement
Limited visibility into emerging market trends and customer sentiment
I always felt like I was looking at incomplete data sets to make product decisions or to know who was happy or who was a churn risk.
explains Manuel Harnisch, VP of Technical Services and Support at Fossa
Why BackEngine
Fossa needed a solution that could:
Consolidate customer communications from multiple channels
Automate the creation of customer intelligence
Provide early warning signals for potential churn risks
Surface key themes and trends across customer conversations
Galvanize the team to act quickly on critical customer asks
The Solution
BackEngine transformed Fossa's approach to customer intelligence by:
Centralizing customer communications from all channels into a single view
Automating sentiment analysis across customer interactions
Providing account-level insights and health scoring
Identifying emerging trends and patterns in customer feedback
We're at a point now where I can just go into BackEngine and get an at-a-glance view. It captures like 80-90% of the things that we care about.
Harnisch
With BackEngine, Fossa was able to quickly pinpoint and substantiate — with real customer evidence — a trend towards vendor consolidation. This has enabled them to be more proactive in renewal conversations, and to accelerate their investment in delivering a true end-to-end platform for enterprise customers.
Key Results
Enhanced Customer Visibility
Achieved comprehensive view of customer health across all communication channels
Early Warning Detection
Identified platform consolidation trends months before they impacted the business
Dramatic Time Savings
Reduced 300-400 hours of manual work in creating customer dossiers to minutes with automated intelligence
Improved Team Efficiency
Reduced time spent gathering and analyzing customer feedback, allowing teams to focus on strategic initiatives
About BackEngine
BackEngine helps B2B companies dramatically accelerate how quickly they can act on customer needs, risks, and opportunities. By connecting to all your customer communication channels - emails, Zoom calls, Slack, and more - our AI automatically analyzes these conversations and gets critical information to the right teams in real-time, in the tools they already use.
This means problems get solved with full context, product teams catch emerging needs immediately, and executives spot patterns across the entire customer base before they impact the business.
It's a super modern way to make sure everyone knows what customers need and want
Harnisch