Customer Success Story

Scaling Success Without Scaling Headcount

How Tattle Doubled Account Coverage While Improving Customer Satisfaction

Tattle, the leading guest feedback platform for restaurants, needed to scale their customer success operations without proportionally growing their team. BackEngine helped them achieve 2x account coverage while maintaining exceptional customer relationships.

About Tattle

Tattle is the leading guest feedback and analytics platform for the restaurant industry. They help restaurant brands collect, analyze, and act on customer feedback to improve operations and guest satisfaction. With a growing customer base of restaurant chains and franchises, Tattle needed a way to scale their customer success operations efficiently.

The BackEngine Impact

Scaling customer success without scaling headcount

2x

Account coverage per CSM

100%

Visibility into customer health

40%

Reduction in time-to-insight

0

Additional headcount needed

The Challenge: Growing Faster Than the Team

As Tattle's customer base expanded rapidly, their CS team faced a critical challenge: how to maintain the high-touch, personalized service that made them successful while managing significantly more accounts.

The traditional approach of hiring more CSMs wasn't sustainable. They needed a smarter way to understand customer needs, prioritize their time, and ensure no customer fell through the cracks.

"We were growing fast, but we couldn't just keep adding headcount. We needed a way to be smarter about how we spend our time with customers."

TL

Tattle Leadership

Customer Success Team

What BackEngine Enabled

Doubled Account Coverage

Each CSM now manages 2x the accounts without sacrificing quality of service

Complete Visibility

100% visibility into customer health across all touchpoints and channels

Proactive Engagement

Identify at-risk accounts before they become problems

Efficient Prioritization

Know exactly where to focus time for maximum impact

Key Results

Concrete outcomes that drove business value

Scaled Without Hiring

Doubled account coverage per CSM without adding headcount, significantly reducing cost-to-serve.

Improved Customer Satisfaction

Despite managing more accounts, customer satisfaction scores remained high due to proactive engagement.

Faster Response Times

40% reduction in time-to-insight meant faster responses to customer needs and concerns.

Better Retention

Early warning system helped prevent churn by identifying at-risk accounts before it was too late.

"BackEngine gave us the superpower of knowing exactly what's happening with every customer, without having to be in every conversation."

TL

Tattle Leadership

Customer Success Team

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