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**The Challenge**

Bananatag, a $6M SaaS company, faced significant challenges in managing customer renewals. Without a clear view of upcoming renewals, opportunities were missed, churn was unpredictable, and forecasting suffered. Inconsistent pricing due to mid-term adjustments, along with legacy data issues, further complicated matters. This left the Customer Success team in a reactive state, unable to prioritize strategically.

**The Solution**

Reklik.io partnered with Bananatag to implement a comprehensive CRM transformation:

- **Process Optimization:** We collaborated to define a clear, standardized renewal process, ensuring a seamless customer experience.
- **Salesforce Customization:** Automated workflows now seamlessly create renewals in Salesforce upon deal closure, with pricing dynamically adjusting for accuracy even with mid-term changes.
- **Data Integrity Initiative:** Over 200 legacy accounts were meticulously cleaned up, ensuring consistent and reliable customer data across the board.
- **Proactive Empowerment:** Custom renewal reports provide CSMs with a quarter-view of upcoming renewals, allowing for strategic outreach and prioritization.

**The Results**

- **3% Churn Reduction:** Demonstrating the power of a proactive customer success strategy.
- **Reliable Forecasting:** Bananatag now benefits from accurate revenue projections, empowering data-driven decision-making for sustainable growth.
- **Efficient, Strategic CSMs:** The CS team gained significant time savings each week, shifting from reactive tasks to a more strategic and measurable approach.