Case Study: MineralTree achieves proactive client engagement and high-touch service with ChurnZero

ChurnScores Enable MineralTree to Proactively Engage Clients and Offer High Touch Service

MineralTree, a payment platform that automates the invoice-to-pay process, was struggling with low visibility into customer health, manual and repetitive outreach, no centralized workspace for Customer Success, and limited ability to intervene during onboarding. To solve these challenges they partnered with ChurnZero and adopted tools such as ChurnScores, automated Plays, and a centralized CS workspace.

ChurnZero implemented ChurnScores, customer segmentation, automated communications (Plays), and real-time dashboards with alerts, giving CSMs a single place to manage accounts and monitor onboarding progress. As a result, MineralTree delivered high-touch service across all accounts without significantly growing headcount, enabled real-time tracking of client progress, focused efforts via segments, and gained the visibility to address slipping health—accelerating growth across the organization.

MineralTree

Joseph Fortini

Vice President of Customer Success