Case Study: ControlUp boosts secure software upgrades and customer self-service with EverAfter.ai

ControlUp’s Customer Success Operations team uses EverAfter to minimize Support team overhead when pushing security updates to their entire customer base

ControlUp, a digital employee experience platform for IT teams, needed a way to roll out a critical security update across thousands of customers using different desktop software versions. Because each customer required different instructions and the upgrade could not be automated, the team needed a scalable way to communicate personalized steps without relying on cumbersome email campaigns or high-touch outreach.

EverAfter provided personalized customer hubs that used kit rules and visibility rules to deliver version-specific, step-by-step upgrade checklists based on each customer’s license, deployment, and current software version. The result was a no-touch process for ControlUp’s Customer Success team, with one CSM overseeing more than 700 customers, 24% of self-service customers completing the process quickly, and 81% of customers saying the EverAfter-built portal was their most effective channel for updates, tips, alerts, and suggestions.

ControlUp

Yair Bortinger

Head of Customer Success Operations