Case Study: Monograph saves 6 hours per week and improves customer success with Custify

How Monograph predicts churn and saves 6h per week per CSM using Custify automation & segmentation features

Monograph, a SaaS project management company for architects, faced significant scaling challenges as its customer base grew. Using manual methods like Notion and Excel, their small two-person customer success team was spending hours each week on manual tracking and sentiment-based satisfaction estimates. They needed a solution from a vendor like Custify to automate account management, improve client tracking after sales handoffs, and gain a real-time customer overview with onboarding data.

By implementing Custify, Monograph automated key processes. The vendor's platform enabled them to leverage product usage data to build automated playbooks, create customer segments with custom health scores, and track client progression through lifecycle stages. The results were substantial, including saving six hours per week per team member, which was reinvested into proactive customer outreach. Furthermore, Custify provided a clean, centralized account history, enabled predictive churn patterns, and streamlined their hiring process by automating workflows.

Monograph

Giovanni Gomez

Customer Success Manager