Industry:
B2B SaaS
Service company
Uptrends
Size of customer base
Over 30,000 users across 100+ countries
Key products/services offered
Churn predictions, health scores, churn driver analysis, and automated engagement recommendations
Introduction
Uptrends has experienced notable success, earning a top ranking on the Main Top 50 list in both 2019 and 2020. However, as a thriving SaaS provider in a competitive market, Uptrends sought to continually enhance its customer retention efforts. The company wanted better visibility into customer health and behavior, aiming to empower its customer success managers with insights that would allow them to spend their time more effectively and reduce churn.
Challenges faced: Limited oversight into which customers were at risk, why churn was happening, and how best to engage customers at critical moments.
Impact on business: Without clear predictive insights, customer success managers risked focusing on the wrong accounts or missing timely interventions, potentially losing valuable clients.
Missing capabilities: A data-driven, predictive tool to identify at-risk accounts, understand churn drivers, and deliver actionable insights to improve retention and upselling strategies.
Problem statement
Uptrends selected Churned for its ability to consolidate diverse customer data sources, generate churn predictions, and provide actionable, AI-driven insights.
Reason for choosing Churned: The platform’s data integration capabilities, predictive modeling, and personalized calls to action aligned with Uptrends’ need to reduce churn, discover hidden churn drivers, and guide customer success management more effectively.
Key features: Churn predictions, warning flags, churn drivers, and direct integrations with tools like Mailchimp for automated, personalized outreach.
Alignment with goals: By implementing Churned, Uptrends aimed to streamline the workflow of customer success managers, improve targeted engagement, and ultimately lower churn rates.
Our strategy
Churned integrated all of Uptrends’ client and customer data into its AI-driven platform—internally referred to as the “customer manager cockpit.” This dashboard provided customer success managers with essential account health indicators, churn risk alerts, and recommended next steps. Additionally, Churned fed predictive insights into Mailchimp, automating targeted and personalized outreach campaigns. On the management side, Churned delivered improved visibility and understanding of churn trends and their root causes.
Usage in business: Customer success managers used the Churned platform daily to identify at-risk customers, prioritize follow-ups, and execute data-backed retention strategies.
Daily operations fit: By leveraging Churned’s insights, Uptrends CSMs focused their time on the customers who needed them the most, while managers gained better strategic oversight, resulting in more efficient retention efforts.
Results and Success Metrics
With Churned, Uptrends realized substantial improvements:
Measurable results: A 20% reduction in churn from the previous year, as well as churn predictions with over 85% accuracy.
Monetary impact: A 74% reduction in monetary churn loss compared to the previous year, safeguarding revenue and improving customer lifetime value.
Improved customer engagement: By knowing which clients were most at risk and understanding the drivers behind churn, Uptrends could proactively address issues and tailor its customer success initiatives more effectively.
The Future with Churned
Uptrends plans to continue leveraging Churned’s predictive analytics and automated workflows to further enhance customer relationships.
Growth integration: As Uptrends expands its global footprint, Churned’s insights will support scalable, data-driven retention strategies that keep pace with evolving customer needs.
Key takeaways
Uptrends, a global SaaS leader in synthetic monitoring, implemented Churned’s AI-driven insights to reduce annual churn by 20% and cut churn-related revenue losses by 74%. By consolidating all customer data into a “customer manager cockpit,” Uptrends empowered its customer success managers to proactively engage at-risk clients and optimize retention strategies.
Churn Reduction: 20% year-over-year decrease
Revenue Impact: 74% drop in monetary churn losses
Predictive Accuracy: Over 85% accuracy in forecasting at-risk customers
Data Integration: Streamlined customer success workflows, focusing on the most critical accounts
Results
85% accuracy in churn predictions
A 20% lower churn rate than the previous year’s and predicted which clients would churn with an accuracy higher than 85%.
A 74% monetary reduction in churn loss compared to the previous year’s.
Written by
Michiel Doornenbal
Founder & CEO
Written by
Martijn Jansen
Full stack developer
