Case Study: Waystar drives customer satisfaction and growth with Totango

3 ways to use a ‘listen-and-learn’ approach to drive alignment and growth

Waystar, a healthcare payments technology platform, was growing quickly through both organic expansion and acquisitions, which created new alignment challenges across teams. To support customer satisfaction, retention, and growth, Waystar worked with Totango and adopted a “listen-and-learn” approach to better understand customer needs and reduce silos across product, marketing, sales, and customer success.

With Totango, Waystar centralized customer feedback from NPS, support, post-implementation, product insights, and business reviews into shared dashboards and used baseline-based KPI tracking throughout the customer journey. This helped the company improve cross-functional alignment, strengthen retention, and identify upsell and cross-sell opportunities, contributing to greater customer satisfaction and business growth.

Waystar

Madhavi Bezwada

Vice President Client Success