ReferenceEdge
- Information Technology And Services
- Small
USA
ReferenceEdge used its Salesforce-native customer advocacy platform to centralize advocate data and automate reference management. The platform enabled marketers and... sales teams to quickly find and request advocates for events, reviews, and reference calls. AI-powered features accelerated discovery and automated core processes, while built-in KPIs tracked program value and reference activity tied to closed-won deals. Integration with Salesforce and tools like Slack and Microsoft Teams ensured seamless workflows and real-time data. The solution improved program effectiveness, increased adoption, and provided measurable impact for customer marketing teams.
Sohonet
- Information Technology And Services
- Medium
London, UK
Kapta helped Sohonet improve their account planning process. Sohonet needed to better manage large key accounts as they grew. Kapta... provided a solution to align goals and standardize processes. This led to higher client engagement and improved customer satisfaction. Sohonet nearly tripled their revenue using Kapta's key account relationship management tools.
Clerri
- Information Technology And Services
- Small
Clerri used ChurnZero to improve B2B2C customer success. They focused on understanding end-users, mapping their journey, and providing practical resources.... Clerri created a one-pager for dental offices to help with auto-renewal discussions. This made customers more comfortable and improved adoption. The approach helped reduce churn risk and increased customer advocacy.
Otera
- Information Technology And Services
- Small
Otera uses Custify to manage customer success in enterprise automation. The company automates complex workflows for large clients. Their customer... success team works closely with partners and internal teams. They focus on building trust and owning business outcomes, even when delivery is through third parties. Enablement is key for onboarding and supporting clients who self-implement. Otera’s approach balances startup speed with enterprise discipline.
Wisr
- Information Technology And Services
- Small
Cleveland, USA
Wisr used Totango to scale its customer success operations after 300% growth in one year. The COVID-19 pandemic forced Wisr... to quickly change its business model. With only one person handling customer relations, Wisr needed to build a larger customer success team fast. They followed eight steps, including hiring, training, and automation. These changes helped Wisr meet new customer needs and support rapid business growth.
Gainsight
- Information Technology And Services
- Medium
San Francisco, USA
Gainsight used its own platform to build a risk management framework for customer success. The team set up Scorecards and... Calls to Action to spot early warning signs and track customer risk. CSMs could flag issues, close out tasks, or escalate problems to managers. Scorecards gave leaders a clear view of risk across all accounts. This process helped Gainsight hold teams accountable and respond quickly to customer challenges.
株式会社タクト・マシン・サービス
- Information Technology And Services
- Medium
Tokyo, Japan
CSOne helped 株式会社タクト・マシン・サービス overhaul their onsite ICT/OA equipment management system in just four months. Before CSOne, slow legacy systems and... fragmented processes caused delays and errors. With CSOne, they unified case intake, parts management, scheduling, and reporting in one cloud platform. Staff can now update workflows without coding, speeding up improvements. Scheduling is visual and easy, reducing mistakes. Productivity and service quality improved across all locations.
Gainfront
- Information Technology And Services
- Medium
Gainfront used RFx Assist with EfficiencyAI to speed up and improve their RFP process. They cut RFP creation and evaluation... time by more than half, reducing cycles from weeks to days. The quality of RFPs improved, with 100% of projects meeting best-practice standards and a 70% increase in high-quality supplier responses. Built-in compliance checks removed almost all manual regulatory reviews. Structured scoring gave clearer supplier rankings and better decision-making.
Driving ROI and results: Understanding the Impact of Customer Success Platform in Marketing And Advertising
SWETI Marketing
- Marketing And Advertising
- Small
USA
Sinch Engage helped SWETI Marketing deliver SMS and MMS campaigns for fitness brands. SWETI needed a messaging partner that could... handle high-volume campaigns and provide detailed analytics. Sinch enabled rich media messaging and trackable links within HubSpot. This improved client messaging and reporting. SWETI now helps gyms connect with millions of members using scalable mobile messaging.
Startdeliver helped Fibbl cut admin work by 50%. Fibbl used shared spaces and customer health features to improve onboarding and... project transparency. The solution made it easier to track customer status and report on KPIs. Customers became more engaged and onboarding time dropped. Fibbl now spends less time on manual tasks and updates.
The Customer Success Platform Blueprint for Better Selection Decisions in Computer Software
Cocoatech
- Computer Software
- Small
USA
SupportYourApp helped Cocoatech fill two part-time roles in just 10 days. Cocoatech needed a Social Media Assistant and a Fraud... & Payment Specialist but had no HR team. SupportYourApp managed candidate screening, interviews, onboarding, and security training. The process was fast, smooth, and stayed within budget. Cocoatech could focus on skills, not logistics, and quickly hired the right people.
Wynter helped Appcues improve their conversion rate by 73% through targeted B2B message testing. Appcues used Wynter to test and... refine their homepage messaging with feedback from product managers and marketers. The feedback revealed unclear messaging and design issues, leading to a full rewrite and redesign. Appcues also used Wynter’s Buyer Intelligence Survey to better understand customer pain points. The result was messaging that resonated and drove measurable growth.
Recent adoption and success with Customer Success Platform software in Internet
Reddit
- Internet
- Large
San Francisco, USA
Reddit used Twilio Verify and Lookup APIs to improve user authentication. They replaced password-based logins with SMS one-time passcodes. This... made it easier for users to sign up and log in. In 2023, Reddit saw a 14% increase in mobile signups. Twilio’s Lookup API helped reduce costs by sending codes only to valid numbers. Fraud Guard also helped block suspicious SMS activity.
Shogun used Vitally to improve customer success for its ecommerce platform. Before Vitally, Shogun struggled to track customer behavior and... deliver high-touch support to large merchants. With Vitally, they set up segmentation, rule-based alerts, and health tracking for key customer groups. This let them proactively reduce churn and find expansion opportunities. Shogun now recommends Vitally for its intuitive interface and strong support.
The Latest Customer Success Platform Deployments delivering value in Education
Clifton-Clyde High School
- Education
- Small
USA
Future Ready helped Clifton-Clyde High School boost student engagement. The app uses nanolearning and gamification to teach life and career... skills. Engagement in classroom discussions rose to 81%–100%. Lessons became more interactive. Students connected learning to real-world skills. Teachers saw more meaningful discussions.
Customer Success Platform in Action in Other Industries
Mark Alcarez (company not specified)
- Small
Walnut helped Mark Alcarez's sales team reduce customer onboarding time from 3 months to just 1 day. The team used... interactive demo templates to show product value quickly. Walnut enabled faster training and improved readiness in a competitive market. The platform also enhanced response time and customer experience. Sales enablement and sales ops teams gained better control and insights with Walnut.
Moxo helped Tattoo Visa cut visa processing times by over 80%. Tattoo Visa used Moxo to automate document management and... client communication. The platform let them handle 10 times more clients, growing from 20 to over 200 cases. Real-time updates and automated workflows made it easier for artists to submit documents. Tattoo Visa now completes visa applications in 120-150 days instead of years. Clients are happier and the company can scale without losing quality.
The Latest Customer Success Platform Deployments delivering value in Media Production
RADIO REGENBOGEN
- Media Production
- Medium
Mannheim, Germany
Superchat helped RADIO REGENBOGEN automate listener communication. The station used WhatsApp for contests, traffic reports, and surveys. Automation features sorted... thousands of messages and sent instant confirmations. One staff member per shift now manages listener interactions, down from several. Listeners engage more easily and get faster responses. Studio hosts put messages on air with one click.
Gold's Gym
- Health, Wellness And Fitness
- Medium
Dallas, USA
Gleantap helped Gold's Gym boost member engagement using automated email and SMS campaigns. Over 500 new members joined through referral... campaigns. One franchise saw 64 out of 323 people return after a single text. Automated onboarding, upgrade, and win-back campaigns increased retention and revenue. Gold's Gym streamlined communication and grew memberships with Gleantap's marketing platform.
Recent adoption and success with Customer Success Platform software in Banking
Alloy Labs
- Banking
- Small
Chicago, USA
ClientSuccess helped Alloy Labs transform its customer success strategy. Alloy Labs used a tiered engagement model to boost retention by... 10%. The team increased personalization at scale with a three-tier customer approach. They saved 40% of prep time using AI-powered communication tools. Honest feedback and intentional outreach drove higher loyalty and participation.
Central Storage & Warehouse (CSW)
- Transportation/Trucking/Railroad
- Medium
Madison, USA
Front helped Central Storage & Warehouse (CSW) cut scheduling time by 90%. CSW unified communication across five warehouses, ending siloed... inboxes and improving cross-team support. A shared pool of 25 CSRs now covers all sites, down from 35, thanks to Front’s collaboration tools. Automated workflows ensure urgent inventory holds are never missed. CSW’s customer service is faster, more reliable, and highly responsive.
Driving ROI and results: Understanding the Impact of Customer Success Platform in Manufacturing
Daikin
- Manufacturing
- Very Large
Osaka, Japan
Daikin used Freshdesk Omni to improve its post-sales service in Brazil. The company wanted to organize customer support and manage... SLAs better. Daikin set up new processes and used analytics to track tickets and service levels. They integrated Freshchat with WhatsApp for faster communication. As a result, Daikin saw better SLA performance and higher customer loyalty. The changes helped support growing sales and a stronger market position.
The Customer Success Platform Blueprint for Better Selection Decisions in Restaurants
Laurenzo's El Tiempo Cantina
- Restaurants
TalkToTheManager helps Laurenzo's El Tiempo Cantina get real-time feedback from customers by SMS. The restaurant uses the tool to talk... with guests and fix problems fast. The service keeps phone numbers private for both managers and customers. Roland Laurenzo, President, says customers love the tool and it is a must-have for restaurant owners. Since using TalkToTheManager, they have kept more guests happy and improved their service.
Driving ROI and results: Understanding the Impact of Customer Success Platform in Construction
OnsiteIQ
- Construction
OnsiteIQ used Planhat to separate customer success from sales. The customer success team focused on user experience and service, not... just revenue. This approach helped maximize sales opportunities by supporting account executives with key information. OnsiteIQ saw growth in both customer satisfaction and company reputation. Their strategy put people first and improved results for capital asset projects.
The Latest Customer Success Platform Deployments delivering value in Consumer Services
Simply Magic Chem-Dry
- Consumer Services
- Small
South Windsor, USA
Customer Lobby helped Simply Magic Chem-Dry automate their marketing. Before, the team spent a lot of time sending postcards and... emails by hand. With Customer Lobby, the process is now automatic and connects to Quickbooks. The system sends reminders to customers for repeat service. It also makes it easy to collect online reviews. The owner says Customer Lobby saves time and brings in more testimonials.
Premier Medical Staffing Services
- Hospital & Health Care
- Medium
Milwaukee, USA
Sense helped Premier Medical Staffing Services automate recruiting workflows and save over 1,600 hours. The company unified four platforms into... one, reducing manual work and data errors. Automated chatbots and compliance tools improved candidate engagement and data accuracy. Premier saw a 2.4x ROI and engaged 33,000 candidates in 2025. The automation also boosted staff morale and improved client management processes.
