Case Study: Tapcart scales customer success and reduces churn with Gainsight

How TapCart Took a Comprehensive Approach to Scaling Customer Success Impact

Tapcart, a Santa Monica–based mobile-app builder that helps Shopify brands design and manage mobile shopping apps, faced scaling challenges as it moved into Series B growth. The Customer Success team was stretched supporting a large non-enterprise segment, hampered by siloed spreadsheets, CRM limitations, and a period of unexplained churn that left leadership without actionable data.

Tapcart adopted Gainsight CS to centralize customer data (C360), automate documentation and workflows (Timeline, Playbooks), and drive data‑driven CTAs. The platform made engagement proactive, improved reporting and visibility, significantly reduced churn, and set the team up to expand automation (Journey Orchestrator) to boost NPS and net revenue retention.

Tapcart

Jacob Clarke

Manager-Customer Success Team