Case Study: Intacct improves customer engagement with Waypoint Group’s TopBox Analytics

Intacct is all about creating Customers for Life and use TopBox’s feedback analytics to improve customer success

Intacct, a global cloud ERP software provider, wanted to create a stronger closed-loop customer engagement program to uncover gaps and opportunities in customer success. After struggling to turn its previous NPS program into actionable insights, Intacct partnered with Waypoint Group and used TopBox Analytics to better understand customer feedback and improve retention.

Waypoint Group implemented a more structured feedback program with quarterly outreach, Salesforce-synced alerts, and account-based analytics to follow up with customers, address negative comments, and segment contacts by role. The results were significant: response rates improved by 900%, disengaged accounts were identified earlier as a key engagement signal, and Intacct was able to proactively support customers, find MVP advocates faster, and share insights across Product, Support, Services, Sales, and Marketing.

Intacct

Derek Taylor

Vice President of Client Services