Case Study: Untappd achieves scalable onboarding, manages 15K+ SMBs, and improves customer health monitoring with ChurnZero

Standardized Journeys and NPS Help with Customer Onboarding and Health Monitoring

Untappd, the beer-discovery platform that connects consumers and thousands of businesses, faced scaling challenges in Customer Success: no centralized workspace for customer data, limited automation around renewals, untracked customer health scoring, and insufficient task management as their base expanded. After evaluating options, Untappd selected ChurnZero and its customer-success platform to standardize onboarding journeys, incorporate NPS, and centralize CS operations.

ChurnZero implemented automated journeys, task management, real-time customer health scoring, NPS-driven insights, and mapped customer journeys from onboarding through renewal. As a result, Untappd now manages 15K+ SMB accounts with only eight CSMs, achieved a 100% increase in account-to-CSM workload efficiency, improved segmentation and retention, streamlined renewals, and reduced churn—delivering measurable ROI through ChurnZero’s centralized dashboard and automation.

Untappd

Jeremy Jeffers

Vice President of Customer Success