Stockholm SaaS
Stockholm SaaS
Customer health tracking and churn early-warning system for a B2B SaaS company
29%Lower Churn
The Challenge
The company only learned a customer was leaving when the cancellation arrived. Usage data lived in the product, support conversations in another tool, and billing in a third. Because nobody saw all three together, accounts drifting away stayed invisible until the very end.
What We Built
Product usage, the support system and the billing platform were merged into a single customer health table. Signals such as falling active users, an unanswered support ticket and a failed payment are weighted into a risk score per account. When an account crosses the threshold, its owner is notified immediately with the reasons. For lower-risk accounts an in-product assistant steps in and introduces the feature they aren't using.
The Result
At-risk accounts became visible an average of 34 days before cancellation. Among accounts contacted early, churn fell 29%. The customer success team stopped treating the whole portfolio equally and started working in order of risk.
We used to discuss why a customer left after they had gone. Now we have the conversation before they go.
This is a representative scenario prepared to show how our services are applied inside a business. It is not a specific customer case.
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