Customer
Satisfaction Insights
SUMMARY
Leading provider of integrated dealership technologies enlisted Exusia’s help to empower their
Sales team with analytical insights, as they shifted their commission model to increase focus on customer retention.
Problem Statement
- Increased customer subscription cancellations negating revenue from new product sales
- Client sales & support teams ill-equipped to proactively anticipate cancellation risks
- Client sales reps lacked access to real-time customer data while working in the field
Exusia Solution
- Consolidate available customer data points from siloed operational systems
- Analyze historical data to identify patterns for predicting customer satisfaction
- Apply predictive modeling against live data feeds to calculate customer attrition risks
- Expose customer analytics dashboard to Sales team thru customized web/iPad app
- Integrate web app with client CRM tool, allowing for seamless SSO access & customized data views
Business Outcome
- Wide-scale adoption & positive user feedback from client sales team
- Proven model accuracy against historical customer data
- Significant reduction in year-over-year subscription cancellations, contributing to increased top-line revenue
