Case Study: Aruba (a Hewlett Packard Enterprise Company) achieves scalable digital‑first customer success and 67% faster onboarding with Totango

Aruba Leverages Digital-First Customer Success Approach to Drive Dynamic Engagements and Scalable Growth

Aruba, a Hewlett Packard Enterprise company in enterprise networking, discovered that roughly 93% of its customer base was tech‑touch and that treating new SaaS and subscription offerings like legacy products led to missed renewals and avoidable churn. With limited budget for hiring CSMs and little analytics in place, leadership adopted a minimum viable product approach focused on improving onboarding and finding a scalable, digital solution.

Aruba implemented a digital‑first customer success program using Totango’s SuccessBLOCs and SuccessPlays—automating Onboarding, Adoption, Expansion and Renewal journeys, creating a Digital CSM (“Steve”), and segmenting customers into tiers with tailored digital and human touchpoints. The initiative cut onboarding time by 67%, doubled engagement, produced open/click rates well above industry averages, increased retention by about 20%, boosted NPS by 30 points, reduced non‑activated customers by 10%, and improved cross‑team collaboration and scalability.

Aruba

Matt Harmon

Head of CS Operations