Case Study: Global Cyber-Security Company increases customer retention to 92% with Trantor

Global Cyber-Security Company boosts customer retention from 85% to 92% with Trantor

The client, a global cyber-security company, faced the challenge of scaling its customer support operations to maintain its high service standards after experiencing unprecedented growth that tripled its revenue and clientele. They needed to efficiently expand their team and manage a massive increase in client interactions without compromising customer experience or retention. They engaged Trantor for its customer success management services to address these issues.

Trantor designed and implemented a next-generation strategy driven by real-time customer analytics, which made processes more defined and structured. This proactive approach allowed the client to deliver maximum value to end-users. As a result, Trantor successfully increased the customer retention rate from 85% to 92% in less than a quarter and achieved a feature usage rate increase of over 20%.