Case Study: Karnott scales customer success and reduces churn with Skalin

Manage 1,700 customers with 4 CSMs through the automation of customer journeys

Karnott, a pioneering company in connected agriculture, faced a significant scaling challenge as its customer base grew 2.5-fold while its Customer Success team size remained largely the same. To manage this growth effectively without expanding the team, they turned to the vendor Skalin and implemented its Customer Success Platform to automate key processes and gain a comprehensive 360° view of their customers.

The solution involved using Skalin’s AI-powered platform to automate workflows, known as Playbooks, across the entire customer lifecycle from onboarding to churn. Skalin provided predictive insights, automated communications, and prioritized high-risk accounts for the team. This automation acted as a cognitive aid for CSMs and effectively replaced the need for 1-2 additional team members, allowing Karnott to maintain personalized support for its 1,900 customers with a small, productive team focused on strategic intervention.

Karnott

Anne Gaillard

Head of Customer Success