Case Study: inFlow boosts NRR and scales customer success with Custify

How Inflow leveraged health scores and lifecycle functionality to increase their NRR annual growth rate by over 50%

inFlow, an inventory management software company, faced significant challenges while transitioning from a license-based to a SaaS business model. Their customer relationships were transactional, insights were limited, and data was siloed across multiple tools, preventing them from effectively analyzing the customer lifecycle. To address this, they turned to the customer success platform Custify for a solution.

By implementing Custify, inFlow gained a centralized view of their customers and automated key processes. They used the platform to segment users, create automated playbooks for tailored outreach, and track customer health scores to proactively prevent churn. This solution enabled them to scale their customer success operations efficiently without expanding their team. The results were substantial, including a 50% annual growth in net recurring revenue (NRR) and a significant reduction in cancellations through proactive support.

inFlow

Peter Redpath

Customer Success Manager