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CUSTOMER STORY
HOW RULE USED STARTDELIVER
TO TURN THEIR EXISTING CUSTOMER BASE INTO A GROWTH ENGINE
ABOUT
RULE
Rule, established in 2007, specializes in marketing automation, and offers a digital communication SaaS platform that focuses on data-driven communication via Email and SMS. The company is based in Stockholm, Sweden. Rule's platform is noted for its innovative CRM tool and supports multiple languages.
- Around 800 customers
- Business model highly dependent on scaling each customer with a lot of revenue to gain from activating customers more with certain features.
- High-growth companies will benefit the most from Rule's services. The key is to identify them and help them become more active.
- Higher ARR on customers that have stayed more than 3 years.
CUSTOMER SUCCESS
BACKGROUND
"The worst thing you can do in Customer Success is to rely on feelings without data. We wanted a way to make decisions that we could stand by and commit to long term. They needed to be backed by data."
CHALLENGES
Not enough time to analyse customers to determine what customers to focus on
Not enough time to contact every customer
Hard to make data-driven decisions
Not being able to properly communicate CS team performance internally
THE FIX
"We didn't have time to go into each customer account and look for signs. We needed a good overview so that we could take smarter actions more quickly, with more payoff."
1.
Identifying high-growth companies early and take action to activate them more in the platform
2.
Customer list in Startdeliver that measures usage over several key features
3.
Extracting lists of customers underusing certain features and target them with personal reach-out and specific marketing campaigns.
4.
General usage determining customer health, and identifying churn risks early.
5.
Key Stakeholder inactivity also a great way of discovering risk customers.
RESULTS
2.4X
More Upsells per customer
116%
ARR per customer
3X
Increase in active users
30%
Churn reduced
"I think Startdeliver has become a solid main performer in our growth strategy. Our existing customer base is our main driver for growth, and Startdeliver is like our control centre to help us execute on that as effectively as possible."
Interested in how you can get the same results?
Talk to one of our experts and realise how easy it is to do Customer Success well as long as you have the right tool.
