Case Study: Sysomos reduces churn by 25% and scales customer success with Totango

Sysomos differentiates with great customer experiences

Sysomos is a social media analytics platform that helps marketers understand millions of online conversations, but it faced a crowded market and operational challenges: a fragmented support structure left customers unsure who to contact, and the company experienced steady churn without clear visibility into customer health or value realization. In late 2013 Sysomos charged its Client Experiences team with a new Customer Success strategy to reduce churn, grow revenue from existing customers, and gain insight into customer engagement and outcomes.

After selecting Totango in early 2014, Sysomos implemented a predictive health-scoring system that combined product usage, NPS, and engagement data to prioritize outreach and surface drivers of renewals and growth. The platform also enabled automated, time- and action-based in-product and email campaigns to scale support; within a year Sysomos reduced overall churn by 25% and gained repeatable visibility to improve retention and expansion.

Sysomos

Jeff Cann

Sr. Director of Client Experiences