Case Study: Whale doubles customer health scores with Custify

How Whale reduced time spent on manual CS tasks by 90%, doubled their global health score, reduced churn, and stabilized MRR

Whale, a B2B SaaS knowledge management company, struggled with a lack of customer health visibility. Their data was spread across separate tools, and their two-person team spent excessive time on manual processes. They implemented the Custify customer success platform to consolidate this data and automate workflows.

Using Custify, Whale automated health scoring and customer outreach with Playbooks. This solution reduced time spent on manual tasks by 90%, doubled their global customer health score, and enabled proactive engagement with nearly all customers. The team at Custify provided the tools necessary to stabilize MRR and significantly improve efficiency.

Whale

Stijn Smet

Team Lead Customer Success