Case Study: PractiTest reduces surprise churn and boosts product adoption with CustomerSuccessBox

CustomerSuccessBox has really helped us to focus on things we needed to focus on. It has helped us to be more proactive and work on customers who are risky and as a result we had a much better 2020 than what we had expected under the circumstances

PractiTest, an end-to-end test management platform, faced challenges monitoring product adoption, reducing surprise churn, and creating a true customer 360 view. Customer Success Managers were spending excessive time switching between CRM, ticketing, chat and subscription systems, and management lacked real-time visibility into account health. To tackle these issues, PractiTest adopted the CustomerSuccessBox customer success platform.

CustomerSuccessBox delivered proactive Alerts, integrated G‑Suite and Intercom conversation history, captured all touchpoints (emails, meetings, tickets), and provided Playbooks and Milestones for onboarding. These capabilities let PractiTest focus on at‑risk accounts, improve onboarding and feature adoption, and reduce surprise churn — yielding “a much better 2020 than what we had expected” by enabling more proactive customer success management.

PractiTest

Antony Lipman

Head of Client Success