Case Study: Fresh Technology improves onboarding and retention with SaaSWorks

Fresh Technology Improves Onboarding and Retention with SaaSWorks

Fresh Technology, Inc., a restaurant operations and technology company managing over $550 million in annual food sales, needed a better way to understand churn and improve retention as it moved from product-market fit into the growth stage. Like many fast-growing companies, the team was relying on manual analysis and speculation to answer key business questions, and they lacked the data visibility needed to pinpoint the root causes of onboarding and retention issues. SaaSWorks was brought in to help identify where the business was losing momentum and where to focus its efforts.

SaaSWorks connected Fresh Technology’s data warehouse, billing, customer support, and product usage systems, then enriched the data and built models to track MRR and other SaaS KPIs by industry and segment. Using its Nudges service, SaaSWorks delivered contextual account dossiers and outreach guidance that helped Fresh Technology uncover that the first 24 hours of the customer journey were critical for onboarding success. The result was a multi-channel engagement approach, improved instrumentation on success metrics, stronger board-level reporting, and a more sophisticated, data-driven retention strategy that is now being applied across more areas of the business.

Fresh Technology, Inc

Michael Cavopol

VP of Customer Success