Case Study: Sansan achieves data-driven customer success with Brightcove

Utilizing videos for customer success, we analyzed usage rates and viewing conditions. We visualized the sense of distance between users

Sansan, which runs a subscription-based Customer Success program, needed a better way to promote product usage among existing customers and measure interest in its video content. Using Brightcove, Sansan wanted to track who was viewing training and support videos on its “Sansan Utilization Tips” site, since YouTube alone couldn’t provide the user-level data or marketing automation integration it needed.

Sansan implemented Brightcove Video Cloud and Brightcove Audience, enabling video viewing to be linked to targeted emails without requiring logins. The rollout was completed in about two weeks, and Brightcove helped Sansan combine video viewing data with usage rates to identify at-risk users, prioritize support, and visualize customer engagement more clearly.

Sansan

Yasumasa Ogawa

General Manager of the Customer Success Department