Case Study: Smoothwall reduces churn by 4% with ChurnZero

Smoothwall reduces churn by 4% with ChurnZero

Smoothwall, a leading digital safeguarding solutions provider for UK education, faced challenges in managing customer churn and providing proactive service after a period of rapid growth. Their newly formed customer success team struggled to standardize service and understand the health of thousands of diverse customers manually, lacking both data visibility and a scalable engagement model. To address this, they turned to the customer success platform ChurnZero.

Using ChurnZero, Smoothwall implemented an automated new customer onboarding journey and created health scores called ChurnScores to get a 360-degree view of account health. This solution enabled them to act on customer health data, automate tailored support, and gamify CSM performance. The results included a 4% reduction in churn, a 25% increase in account coverage, and a doubling of CSM engagement activity, demonstrating the significant impact of the ChurnZero platform.

Smoothwall