Case Study: iMeet Central cuts churn by 10 percentage points with Totango

Central Desktop increases revenue with predictive and proactive approach to customer success

Central Desktop, a SaaS collaboration platform founded in 2005 with over half a million users, faced a serious churn problem: customers were quietly leaving because support teams had no visibility into product engagement and couldn’t identify at-risk accounts among thousands of customers.

By implementing Totango’s Customer Success solution to monitor product usage, generate predictive health scores, and segment customers by engagement, Central Desktop reduced churn by ten percentage points in just over a year. The company identified five key features tied to retention (use of two features correlated with a 40% higher retention rate) and now runs targeted, personalized campaigns to drive adoption and improve customer outcomes.

iMeet Central

Katie Gaston

Community and Operations Manager