Case Study: Pin Payments improves proactive customer success with Custify

How the Pin Payments team leveraged multiple features in Custify to reduce churn and drastically improve customer experience

Pin Payments, an online payment platform for small businesses, faced significant challenges in scaling its customer support. Their small team of four was reactive, lacking the visibility and automation needed to address customer needs in real time. This resulted in slow response times, a poor onboarding experience, and an inability to proactively manage thousands of customer accounts without a major increase in headcount. They turned to Custify for a solution to these customer success hurdles.

By implementing Custify's customer success platform, Pin Payments gained critical visibility into product usage and customer health. The vendor's solution enabled them to build automated playbooks for tailored outreach, track the customer lifecycle, and create health scores to proactively identify issues. This allowed the team to shift from a reactive to a proactive model, providing a consistent and high-quality customer experience across their entire user base without needing to hire additional staff.

Pin Payments

Chris Dahl

Director of Sales & Growth