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Visibility and Insights:
How BetterCloud achieves visibility and clarity to grow revenue

Who Is BetterCloud?

BetterCloud is the leading SaaS Management Platform (SMP) that enables IT professionals to discover, manage, and secure the growing stack of SaaS applications in the digital workplace. With an expanding ecosystem of SaaS integrations, thousands of forward-thinking organizations like Zoom, Walmart, and Square now rely on BetterCloud to automate processes and policies across their cloud application portfolio. 

Leaving Money On The Table

The lack of visibility and insights were the biggest challenges at BetterCloud. Without a unified view of all enterprise accounts and their metrics, BetterCloud’s exec team found scaling and managing customer success impossible.

 

They needed an early warning system to unify customer data and predict high-risk customers. The firm sought a solution to identify churn signals, improve retention, and foster a data-driven culture.

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Visibility Fosters The New Revenue Growth

involve.ai unified and analyzed all BetterCloud’s customer data within 2 weeks of integration. For the first time, BetterCloud gets a clear vision and a holistic view of their enterprise accounts with health scores, insights, and predictions. Customer Success Managers are equipped with account details to manage their customers successfully. They can identify what churn vs. expansion profiles look like.

Through involve.ai cohort analysis, BetterCloud uncovered the true Insights

  1. Customers who are less responsive to emails are 2 times more likely to churn.

  2. The numbers of feature requests are strong indicators of churns. Such that, churned customers are 3 times more likely to put in feature requests than active ones. 

  3. Keywords mentioned by customers are good indicators of churn 

    • A happy and satisfied customer often talk about how they achieved “value” or talk about “product training” elements

    • At-risk accounts will mention “issues” about the product even if overall sentiment is high

Understanding early warning signs for all customers, BetterCloud’s CSMs became proactive in preventing churn and capturing upsell with the suggested insights from involve.ai’s intelligence.

 

This early interference has helped the CSMs save more at-risk accounts from leaving. As a result, the firm experienced a significant improvement in net retention rate. 

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