Customer Story
Digitizing Customer Success for a European SaaS Company
SaaS 
Commercial Excellence
A European B2B SaaS company struggled with managing customer relationships effectively. Customer health metrics were poorly tracked, lifecycle touchpoints were manual, and insights for cross-selling and upselling were minimal. Churn rates were high due to limited engagement and customer dissatisfaction. Additionally, the company lacked a community platform to foster collaboration among its users.
Challenge
- No centralized system to track customer health scores or lifecycle progress.
- High churn rates due to ineffective engagement strategies.
- Missed opportunities for upselling and cross-selling due to a lack of insights.
- Low customer satisfaction stemming from delayed responses and lack of community support.
- Inability to leverage customer intelligence for sales and product strategy improvements.
Solution
TechTorch implemented the following:
- Gainsight Implementation: Deployed Gainsight to track customer health, automate lifecycle touchpoints, and drive proactive engagement.
- Customer Community Creation: Built a community platform within Gainsight for users to share experiences, get answers from peers, and gamify their interactions.
- 360-Degree Data Integration: Connected data from Salesforce, Gainsight, and other tools to provide a holistic view of customer interactions and needs.
- Proactive Retention Strategies: Automated workflows for renewals, cross-sell, and upsell opportunities based on health scores and lifecycle stages.
- Actionable Insights: Enabled customer success managers to provide feedback to sales and product teams for improved strategies.
Results
- Lower Churn: Reduced churn by 20% through proactive engagement and lifecycle automation.
- Improved Customer Satisfaction: Increased satisfaction scores by 30%, driven by better management and community engagement.
- Revenue Growth: Boosted upselling and cross-selling opportunities, increasing revenue by 25%.
- Strategic Insights: Provided actionable intelligence to refine sales strategies and improve product offerings.
Conclusion
Digitizing Customer Success 
With TechTorch’s Customer Success Digitization Accelerator, the SaaS company transformed its customer success operations into a proactive, data-driven system. By implementing Gainsight and fostering a customer community, TechTorch enabled the company to reduce churn, grow revenue, and deliver actionable insights that enhanced both sales and product strategies.
