Case Study: Reducing Churn through Process Efficiency & Enhanced Communication

The Challenge

A fast-growing SaaS startup faced increasing customer churn, struggling to retain both large and small accounts. The company lacked a centralized system to track customer health, leading to reactive rather than proactive customer engagement. Additionally, fragmented communication across teams resulted in inconsistent outreach, making it difficult to identify at-risk customers before they churned.

The Solution

Thornton Advisory Solutions partnered with the startup’s Customer Success Operations Leadership to implement a robust customer success platform. The new system provided:

• Comprehensive Account Visibility – A unified dashboard displaying the health of all accounts, ensuring that customer success managers (CSMs) could proactively address risks beyond just key accounts.

• Churn Likelihood Tracking – Predictive analytics to assess churn risk for both large and small customers, enabling targeted intervention.

• Automated Communication Tracking – A system to log all customer interactions and prompt CSMs to engage customers regularly, fostering stronger relationships and addressing concerns before escalation.

The Results

The implementation of the customer success platform led to significant improvements in retention and customer satisfaction:

📌Reduction in Customer Churn – More proactive engagement led to improved retention rates.

📌Increase in Net Promoter Score (NPS) – Customers reported higher satisfaction due to consistent and personalized communication.

📌Greater Efficiency for Customer Success Teams – CSMs spent less time tracking accounts manually and more time providing strategic value to customers.

Conclusion

By optimizing process efficiency and enhancing communication, Thornton Advisory Solutions helped the SaaS startup transition from a reactive to a proactive customer success strategy. This transformation not only improved customer retention but also strengthened long-term relationships, positioning the company for sustainable growth.

Looking to improve your customer success strategy? Contact Thornton Advisory Solutions to learn how we can help optimize your customer retention and engagement strategies.