Case Study: Schneider Electric improves onboarding and customer journey visibility with Totango

How Schneider Electric creates a shared vision for success

Schneider Electric, a global energy management and automation company, wanted to unify its customer experience and move away from spreadsheets and disconnected data. The team needed a single view of the customer journey across recurring digital services and later non-digital services, using Totango customer success software to better track onboarding, adoption, and renewal outcomes.

With Totango, Schneider Electric consolidated product and telemetry data into one dashboard, identified onboarding bottlenecks, and improved the process from nearly 8 hours to 50 minutes. Totango also helped reveal connection issues affecting nearly half of customers, enabling more targeted support and segment-specific materials. As a result, Schneider Electric gained better visibility across the customer journey and stronger alignment to drive customer success, retention, and recurring revenue growth.

Schneider Electric

Brent Cogswell

Head of Customer Success