Case Study: Rafay achieves proactive customer success and predictive revenue insights with FunnelStory

Rafay Transforms Customer Success with FunnelStory

Rafay, a company providing a Kubernetes management platform, struggled to understand their diverse customers' unique usage patterns due to the immense variance in how their platform was implemented. Conventional analytics tools offered only limited visibility into user interactions, creating blind spots and generating a high volume of meaningless critical task alerts (CTAs) for their customer success team. This made it impossible to proactively identify potential churn risks or define an ideal customer journey.

By implementing the FunnelStory platform, Rafay gained a comprehensive, holistic view of the customer journey by tracking over 40 activities and 50,000+ data points. FunnelStory analyzed product and non-product data to define successful user paths, enabling Rafay to become predictive and proactive. This resulted in an 82% reduction in CTAs and a 90% faster detection of at-risk accounts, reducing the time to identify them from weeks to just hours.

Rafay