Case Study: MassPay achieves 100% customer retention with Sturdy

How MP retained 100% of their 100+ segment base

MassPay (MP), a payroll and HR tech company, faced a significant challenge in ensuring customer retention. Josh Soroko, VP of Operations, struggled to get a clear, timely view of client sentiment and issues. Triangulating information between multiple teams and sifting through support tickets was a time-consuming and flawed process, making it exceptionally difficult to provide a "WOW" customer experience.

The company implemented Sturdy's AI solution to automatically surface real-time insights from customer communications. With Sturdy, MassPay gained immediate visibility into client signals, such as satisfaction levels or specific requests, enabling proactive interventions. This solution was instrumental in helping the company achieve a 100% year-to-date customer retention rate for its segment of over 100 clients, while also making their teams more productive and engaged.

MassPay

Jonathan Chenard

Chief Customer Officer