Case Study: a leading cloud services company boosts SaaS renewals and cuts churn with Concentrix

How a cloud services company migrated from an on-prem to SaaS model, without sacrificing on-time renewal rates

Concentrix helped a leading cloud services company manage a major shift from perpetual licensing to a subscription SaaS model. As the customer’s channel business migrated, churn rose, CRM and data systems were not ready for the change, and more than 6,000 support cases piled up around license-to-subscription moves.

Concentrix built dedicated teams to handle renewal management, clean up CRM data, resolve support backlogs, optimize partner workflows, and support customer migration and health checks. The work drove an 85% on-time renewal rate for the SaaS business, a 15% monthly conversion rate to subscriptions, an 80% reduction in churn via health checks, more than 6,000 cases resolved in one month, and 56% of wrongly created contracts corrected.