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A Need To Scale: Cience uses involve.ai to turbo-boost Customer Success efficiency. 

Who is Cience?

Cience is an award-winning B2B lead generation company, offering a unique blend of managed services and software to fast-growth sales organizations. Leveraging the power of Machine-Powered and Human-Driven solutions, Cience provides businesses with lead generation and outbound sales processes to produce qualified appointments with ideal customers and accelerate sales success. 

The Churn Hurdle

Cience was dealing with an inefficient workflow and scattered customer data. Cience’s customer base has significantly grown over the years (nearly 10x), but their processes were still manual and inefficient. Reportedly, Cience’s Customer Success Managers were spending around 10 minutes per account (on average) to gather information and calculate account health. Then, the team needed to consolidate findings and determine the next best actions. This process couldn’t keep up with the high growth of the company. Cience needed an upgrade. 

 

In addition to the outdated workflow, the company was having trouble with churn from new accounts. They were experiencing a high churn rate, which would be highly troublesome for their bottom line and hinder their revenue growth. Cience hoped to get ahead of the issue by identifying early churn signs and using actionable insights to turn the accounts around.

 

Overcoming Obstacles

Understanding Cience pain points, involve.ai provided this client with a unified Customer Health Dashboard with detailed profiles of churn and upsell customers. As the Dashboard automatically and continuously updates based on customer behaviors, the Cience’s team gets to see the live report and the best course of action to prevent churn.

 

For instance, some early churn indicators for Cience include: 

  • Call duration: churn customers had significantly longer call durations than active.  More specifically, churn customers spent twice as long on calls compared to active customers. 

  • Email Responses: customers who used negative and neutral responses are two times more likely to churn.

  • Appointment Activities: churned customers often failed to show up and complete appointments/meetings. Active customers completed 60% of their appointments, while churned customers only finished 2%.

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These early indicators give Cience a better view and deeper understanding of their customers to efficiently plan intervention strategies. The AI model has also helped automate all manual and tedious tasks so that CSMs can focus on working more proactively and building strong connections with customers. Ultimately, involve.ai enables Cience to scale up their overall Customer Success processes to keep up with the high growth environment and maximize revenue generations in the upcoming months.

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