GoodAccess Boosted Efficiency in Customer Success, Avoiding Hiring Extra Team Members
Customer retention and upselling are critical for any SaaS business, but without the right tools, it can be hard to stay on top of customer needs. GoodAccess, a company offering zero-trust network access, faced challenges in managing their customer base, resulting in high churn and missed upsell opportunities. By implementing Customerscore.io, they turned things around, gaining the insights needed to sustain business growth and maximize effectiveness.
Challenge
Before using Customerscore.io, GoodAccess lacked a structured approach to customer management. They addressed customer issues reactively and had no clear process for upselling. This resulted in high churn and missed upsell opportunities, costing the company significant revenue. Pulling customer data manually was also time-consuming, especially for their development team.
About GoodAccess
GoodAccess is dedicated to creating an affordable, zero-trust network access solution that's entirely SaaS-based. With an easy-to-deploy, manage, and use platform, businesses can secure remote access to their systems in just 10 minutes, without needing a networking expert.
- Founded: 2020
- Employees: 35
- Customers:1000+
- Industry: Zero Trust Networking
- Website:goodaccess.com
Customerscore.io has proven to be an invaluable asset for our business. Its scoring model enables us to swiftly identify high-potential clients, driving upsell opportunities and reducing churn. Thanks to improved effectiveness, we don't have to hire another person into our customer success team and invest our money where needed.
Solution
Customerscore.io gave GoodAccess full visibility into their customer base. Now, GoodAccess can spot at-risk customers and reach out before it’s too late. Decision-making is driven by data, and their customer success team is more efficient, saving hours each week. Developers no longer have to manually pull data into spreadsheets, freeing up their time. The app is fast, simple, and intuitive, helping them focus on keeping customers happy.
Based on the information gathered, we make both strategic and operational decisions. In the short term, we contact at-risk customers and address their issues before they decide to leave, thus preventing churn. In the long term, we analyze customer types and their usage, allowing us to create a more effective marketing and sales strategy through better segmentation.
Impact / Conclusion
Since adopting Customerscore.io, GoodAccess has transformed the way they manage customers, leading to reduced churn and increased upsell opportunities. The platform has also made their customer success team so efficient that they no longer need to hire additional staff, saving significantly on employee costs. This efficiency boost, along with the time saved for their development team, has made a big impact on their overall growth.
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