Case Study: ABBYY achieves 4x account coverage and improved NPS with ChurnZero

ABBYY personalizes the customer experience at scale using automation and Customer Success AI™

ABBYY, a leader in intelligent document processing and process mining, faced rapid growth that outpaced its customer success operations. Relying on manual spreadsheets, the team struggled to scale personalized engagement and gain visibility into customer health, so ABBYY evaluated and selected ChurnZero — including its Customer Success AI™ and play-based automation — for its flexibility and ease of implementation.

Working with ChurnZero, ABBYY automated lifecycle playbooks, deployed Customer Success AI™ to humanize scaled outreach, integrated product usage data, and launched NPS drip campaigns and alerting for proactive engagement. The solution increased account coverage 4x, boosted NPS results and response rates, improved efficiency and proactiveness, and contributed to higher net revenue retention (NRR), demonstrating measurable impact from ChurnZero’s platform.

ABBYY

Pavlo Poliahushko

Head of Scaled Customer Success