Scout Case Studies

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Optimizing Revenue Yield from Subscription Renewals:
Scout Customer Success was used by the Global Financial Information publisher's sales department to align renewal pricing of contracts with customer usage trends to maximize renewal revenues.
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The Business Challenge
  • Negotiating effectively with customers to find a fair price
  • Poor visibility into customer utilization of service
  • Inability to rank customers based on value received
The Business Results
  • Improved total revenue renewed by 14 percent
  • Increased year over year revenues
  • Improved sales force efficiency
  • Increased profitability of customer base
Converting Trial Users into Paid Subscribers:
Scout Customer Success was implemented by the National Financial Information Company's sales department to successfully analyze and convert trial-based users into paid subscribers.
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The Business Results
  • Difficult to identify which trial users would be most likely to purchase a subscription
  • Lack of insight into trial user behavior
  • Delay in gathering and acquiring data on trial users
The Business Results
  • 50% increase in NFIC's revenue earned from trial conversions
  • Improved sales force efficiency by reducing close times
  • Increased customer engagement
Optimizing Revenue Yield by Impacting Usage:
Scout Customer Success was implemented by a Global B2B Media Publisher's sales department to improve customer retention and to recover revenue from unlicensed use.
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The Business Results
  • Difficult to identify drops in a customer's use of the service
  • Lack of mechanism to determine whether or not a customer's use is in compliance
  • No timely segmentation of customers that are at-risk or noncompliant
  • Difficulty identifying up-sell opportunities
The Business Results
  • Reduced at-risk customers with early intervention
  • Increased revenues through up-selling customers with unlicensed use
  • Increased corporate sales productivity with detailed usage data for negotiations
Reducing Churn through Predictive Analytics:
Scout Customer Success was implemented by the Human Resources Management SaaS Company to predict at-risk customer contracts, target retention programs, and reduce revenue churn rate.
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The Business Results
  • Existing analysis had limited visibility into customer satisfaction
  • Lack of account management resources to contact each and every customer
  • Reliant on labor-intensive, unproven spreadsheet analysis
  • Impact of churn reduction programs had plateaued
The Business Results
  • Automated daily analysis of customer satisfaction through usage data
  • Predictive modeling of contract churn improved quality of analysis and program targeting
  • Retention risk report lists highest-revenue churn risks to allow for better prioritization
  • Detailed customer usage pivots enable churn diagnostics before intervention
  • Dramatic reduction in revenue churn rate
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