Case Study: Smoothwall (UK digital safeguarding provider) reduces churn by 4% with ChurnZero

Smoothwall reduces churn by 4% with new onboarding journey and health scores

Smoothwall, the UK education digital safeguarding provider used by over 12,500 schools, faced rapid SaaS growth that left it reactive in account management and lacking scalable visibility into customer health. To shift from acquisition-focused to customer-centric operations, Smoothwall formed a Customer Success team but struggled with manual health tracking, inconsistent onboarding, and reduced managerial oversight in a remote environment. They partnered with ChurnZero to address these challenges.

ChurnZero implemented automated onboarding journeys, ChurnScores (account and adoption-focused), CSAT campaigns, Zendesk integration, and manager dashboards to standardize playbooks and surface risk in real time. As a result, Smoothwall saw a 4% reduction in core-base churn, a 25% increase in account coverage, a 2x increase in logged CSM activity and engagement, and uniformly positive onboarding health scores—demonstrating clear, measurable impact from ChurnZero’s platform.

Smoothwall

Rob Wilkinson

Director of Customer Success