Case Study: 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.

THE BUSINESS CHALLENGE

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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