Case Study: Plum Voice achieves 70% reduction in customer churn and 20% account growth with ClientSuccess

Plum Voice improves communication with customers and decreases customer churn by 70% with ClientSuccess

Plum Voice, a New York City–based Cloud IVR communications platform, was relying on Salesforce for customer success but lacked a consistent outreach cadence, templates, and centralized customer data. To address missed tasks, poor visibility into account health, and the need for proactive risk mitigation, Plum Voice selected ClientSuccess and its SuccessCycles and Customer Pulse capabilities to standardize lifecycles and customer communication.

ClientSuccess worked with Plum Voice to migrate accounts from Salesforce, implement SuccessCycles, configure Customer Pulse and bring in NPS and usage integrations; adoption took about 3–4 months with the migration completed in roughly a week. The result was a shift from reactive to proactive account management, measurable customer health visibility and tangible business impact — Plum Voice grew accounts ~20% and reduced churn by about 70% within the first year after implementing ClientSuccess.

Plum Voice

Nogol Tardugno

Director of Account Management