In Brief
Tackle, the Cloud GTM industry leader that helps customers identify the right buyers, grow cloud co-sell relationships, and transact efficiently at scale through the Cloud, faced the complex challenge of managing customer experience (CX) across a diverse user base. With no formal Customer Success framework, Tackle sought a solution to quickly move beyond reactive processes and spreadsheets. With Staircase AI, Tackle transformed its CX approach by gaining real-time visibility into customer health, achieving 95% renewal forecast accuracy, and enabling proactive account management. By centralizing data and reducing reliance on manual processes, the company strengthened accountability across teams and built a scalable strategy to support customer retention and growth.
Challenge
Tackle’s rapid growth and unique operating model lacked a robust framework to manage customer experience effectively. As the Head of Customer Experience, with responsibility for Customer Success, Support, Professional Services, and Operations, Seth Kahn recognized that the lack of visibility into customer health was a pressing issue. Without clear data, the team struggled to identify churn risks and implement timely interventions, which left gaps in their customer retention strategies.
Additionally, the company’s lean operations team faced inefficiencies due to resource-intensive manual processes. These limitations hampered their ability to scale and meet the growing demands of their customer base. Disjointed systems further compounded the problem, creating silos that prevented a comprehensive understanding of customer interactions and reduced operational effectiveness.
These challenges highlighted the need for a unified tool to consolidate customer health data, streamline processes, and enable informed, proactive CX management.
Solution
Customer Health Visibility
Staircase AI’s sentiment-based health scoring system quickly transformed how Tackle monitored and managed customer accounts. By categorizing accounts as red, yellow, or green, the platform provided the CX team with actionable insights into which customers required immediate attention. According to Kahn, “We leaned into Staircase AI, not just as a stopgap, but as a long-term partner to anchor our CX strategy.” This visibility allowed Tackle to focus its resources strategically, addressing churn risks proactively and improving customer outcomes.
This health scoring framework became the foundation for streamlining customer management. Team members could prioritize tasks effectively, ensuring that high-risk accounts received the attention needed to mitigate potential losses while also maintaining engagement with healthy customers.
Integrated Data Insights
To overcome data silos, Staircase AI centralized Tackle’s varying customer data sources, including emails, support tickets, and product usage metrics, into a single interface. This integration enabled seamless access to customer information, significantly enhancing account planning and executive decision-making.
“The ability to see everything in a single pane of glass has been transformative,” said Kahn. “It’s not just about visibility—it’s about making that visibility actionable.” With streamlined data access, Tackle’s CX team could identify trends and opportunities, allowing them to focus on strategic planning and proactive customer engagement.
Centralized data insights also improved collaboration between teams, fostering accountability and creating a unified approach to managing customer relationships across departments.
Proactive Account Management
Automated alerts from Staircase AI empowered Tackle to act swiftly on real-time account risks. These alerts notified the CX team of critical issues, such as drops in customer sentiment or product usage, allowing for immediate intervention.
“We’ve built channels for real-time notifications,” explained Kahn, “so that critical risks are surfaced to the right team members at the right time. This level of automation has been a game-changer.” The ability to react quickly not only reduced churn but also fostered a sense of reliability and trust with customers.
By operationalizing these alerts, Tackle introduced a level of efficiency that was previously unattainable with manual processes. This proactive approach enhanced customer satisfaction and ensured that the CX team could address issues before they escalated.
Impact
Renewal Forecasting Accuracy
Staircase AI enabled Tackle to achieve an impressive 95% accuracy in renewal forecasts. This level of precision allowed the company to plan more confidently and allocate resources strategically, representing a transformative leap from their prior capabilities. With a single-pane-of-glass view into customer health, Tackle’s team is empowered to strengthen customer relationships, deliver greater value, and build long-lasting partnerships.
Streamlined Operations
By replacing manual processes and spreadsheets, Tackle significantly reduced operational inefficiencies. This operational shift not only improved team accountability but also contributed to notable gains in Gross and Net retention, demonstrating the value of proactive customer interventions. Kahn shared, “We were able to realize operational value within 30 days because of how easy Staircase was to implement.”
Enhanced Team Performance
With improved visibility into team efforts through Staircase AI’s reporting tools, managers could better measure and optimize individual and group performance. This data-driven approach facilitated more targeted interventions, more proactive saves on at-risk accounts, and higher overall productivity. The ability to identify and address struggling customers early has strengthened customer outcomes, and fosters trust in the Tackle brand.
These results underscore Staircase AI’s role in revolutionizing Tackle’s customer experience strategy, enabling the company to maintain high satisfaction levels while scaling for growth.
What’s Next
Tackle plans to continue refining its use of Staircase AI to enhance operational efficiency and deepen its customer health insights. By further integrating automation and predictive analytics, the company aims to stay ahead of churn risks and strengthen customer relationships. Future efforts will focus on optimizing their proactive account management strategies and leveraging advanced data modeling to drive even greater precision in forecasting and planning. As Tackle evolves, Staircase AI will remain an integral part of their customer experience framework, supporting sustainable growth and innovation.
