Case Study: a global leader of enterprise and consumer software, hardware, and services company reduces churn and grows sales with Concentrix

How Concentrix sales helped a global software and services leader resolve high customer churn and open the way for innovation

Concentrix partnered with a global leader of enterprise and consumer software, hardware, and services that was struggling with high churn in a recently launched cloud-based software offering. The customer needed a retention program for North America and APAC to support inbound consumers and commercial users who wanted to cancel or change their subscriptions, and it turned to Concentrix’s multilingual customer support and sales talent.

Concentrix implemented a consultative sales approach powered by the customer’s telemetry data, helping advisors understand usage, educate customers on product value, and drive retention as well as upsell and cross-sell opportunities. The pilot succeeded in two months and expanded into broader inbound lead generation and direct sales across North America, APAC, and EMEA, ultimately growing from 20 advisors in one location to 800 advisors in nine locations across seven countries. The partnership generated $470K in monthly direct sales B2B revenue, $1.1M in monthly direct sales B2C revenue, $90M in quarterly enterprise pipeline opportunities, and $15M in enterprise and channel sales won.