Case Study: Health Education Company increases key account loyalty 40% with Encompass-CX

Health Education Company Increases Key Accounts 40% with CX Management Application

Health Education Company, a Boston-based non-profit better known in the case study as Outside The Classroom, needed a better way to understand client satisfaction and retention as it pursued aggressive SaaS growth targets. The leadership team relied on gut feel to judge which key accounts were at risk, but it lacked formal measures and action plans to support retention.

Encompass-CX implemented its Relationship Assessment® and Customer Experience Management application to capture client feedback, analyze account health, and distribute results instantly to account managers with downloadable action plans and training support. With Encompass-CX, the company shifted to a retention-focused account strategy and increased loyal key accounts by 40% over three years while consistently meeting growth goals.