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Case Study

Client Experience Upgrade Cut Churn 12%, Raised NPS 12%

Listen to an overview:

A major enterprise business unit overhauled client engagement—reducing churn by 12%, boosting satisfaction 20%, and enabling reps to manage 10x more accounts using unified CRM and digital tools.

The Challenge

  • Rising client attrition and negative satisfaction scores
  • No shared digital tools between sales and service teams
  • Manual coordination consumed thousands of hours
  • Only two months to define and secure investment
  • Leadership alignment required across functions to unlock funding

The Solution

  • Identified 140+ workflows, prioritized 114 for automation and scale
  • Conducted UX interviews to surface frontline needs and gaps
  • Built an ROI-backed business case to present to executive leadership
  • Empowered the VP of Client Experience to lead a cross-functional pitch
  • Selected integrated CRM and engagement tools to unify client touchpoints

The Outcome

  • 10x more clients managed per service rep
  • 20% increase in client satisfaction
  • 12% drop in client churn within the first quarter
  • Secured multimillion-dollar funding within 60 days
  • Created a scalable playbook for future transformation

See How Much Churn You Could Cut In 90 Days

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