Case Study: Multinational Computer Software Company achieves improved customer retention and a streamlined customer lifecycle with Kilterly

Create a Clear View And Improve the Customer Lifecycle

Andie, Head of Global Customer Success at Multinational Computer Software Company, engaged Kilterly to get a clear view of customer behavior across regions and to standardize global teams’ understanding of customer success. Her chief challenge was wildly variable renewal rates by product and region and a lack of country-level dashboards, which left teams reacting to issues instead of proactively supporting customers and recovering revenue.

Kilterly implemented regional and country dashboard portals, helped teams set baseline goals, and partnered customer success and service groups to analyze on-time renewals and identify trends. By defining region-specific KPIs and building a customer lifecycle workflow, Kilterly enabled personalized, timely outreach—improving on-time renewals, boosting customer retention and customer success associate retention, and reducing missed revenue opportunities.