Case Study: Humanity reduces churn and boosts customer advocacy with Waypoint Group’s TopBox

How one Saas Company Saved 46 Accounts from Churn in 3 Months

Humanity, a global workforce management company, wanted to improve account retention, better understand customer needs, and drive product enhancements through a stronger feedback program. To do that, it turned to Waypoint Group’s TopBox to move beyond static health scores and give teams deeper insight across Product, Marketing, Sales, and Client Services.

Using Waypoint Group’s TopBox, Humanity launched rolling monthly feedback waves, real-time alerts, and account- and industry-based reporting to guide fast follow-up and cross-functional action. In just three months, the program helped save 46 accounts from churn, identify 687 promoters, reduce at least 80 hours of manual work, and generate a prioritized product roadmap based on customer feedback.

Humanity

Paul Piazza

Vice President of Client Service