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.
Testimonial
Rebecca led the development and implementation of our churn predictability model, which revolutionized our approach to customer retention. Through meticulous data analysis and collaboration with cross-functional teams, she created a robust model that accurately identified potential churn risks, enabling us to proactively address issues and strengthen customer relationships.
-- Romina Rooney, Director Account Management