Case Study: Fasterize standardizes customer onboarding and halves churn with Skalin

Decrease onboarding duration and cut churn rate in half

The customer, Fasterize, a SaaS company specializing in website optimization, faced the challenge of ensuring consistent onboarding experiences while scaling their Customer Success team. They used disparate tools like HubSpot and Asana, which lacked integration and created a risk of inconsistency. To address this, they turned to the vendor Skalin and its Customer Success Platform to help standardize their processes.

With Skalin, Fasterize implemented automated Playbooks to structure their 6-week onboarding process, breaking it into distinct stages with automated tasks, notifications, and emails. This solution standardized their approach, reduced the team's cognitive load, and centralized information. The measurable impacts for Fasterize included a halving of their churn rate and an observed increase in customer satisfaction as measured by their Health Score. The vendor Skalin was instrumental in delivering these results.

Fasterize

Adeline le Carpentier

Head of CS