Case Study: Braze achieves 220%+ CS platform engagement with Totango

How Braze increased CS platform engagement by over 220%

Braze, a fast-growing SaaS customer engagement platform, needed a more effective post-sales hub after its previous customer success system saw very low adoption and Salesforce alone was not scalable as a source of truth. The team wanted a tool that could improve CS workflows, centralize account information, and be easy to adopt across customer success, account management, and leadership.

Totango’s Catalyst was implemented as Braze’s customer success operating system, with tailored views, reporting, account management, and note-taking to drive quick adoption. Totango helped Braze get data flowing in minutes via Salesforce integration, and usage rose by more than 220% to over 55 active users, up from 18 CSMs logging in about once every 10 days. The platform is now used company-wide, including by Braze’s C-suite, to support insights, health scoring, and escalations.

Braze

Scott Dzialo

Vice President Customer Success