May 21, 2025
Case Study
Boosting a B2B SaaS Company with End-to-End Automation
A B2B SaaS company approached us with a situation that’s all too common in the industry. Their product was strong, their pipeline was growing, but their post-sale journey was chaotic. They were losing customers due to friction in onboarding, inconsistent support, and a lack of customer engagement during the early lifecycle.
“We spend so much time and money acquiring customers-but we’re losing them within the first 90 days because they never fully activate.”
That was our starting point. We worked closely with their customer success, marketing, and product teams to build a full automation stack that not only fixed the leaks-but created scalable growth.
Challenges Faced:
Inconsistent and manual onboarding processes
Poor user engagement in the first 30 days
High churn rate among small-to-mid-size clients
Sales team overwhelmed by manual tasks and follow-ups
Inefficient documentation and knowledge delivery
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AI Automation Solutions We Delivered
1. Automated Customer Onboarding Workflow
We designed a modular onboarding system that triggered personalized walkthroughs, usage nudges, and milestone-based check-ins - adapted to each customer segment.
Time to Activation: Reduced from 11 days to 4.5 days
User Engagement in First Month: Increased by 62%
Churn Rate (First 90 Days): Decreased by 38%
2. Churn Prediction Model + Lifecycle Email Sequences
Using behavioral data from app usage, support history, and feedback forms, we built a machine learning model to score accounts on churn risk. We combined this with automated lifecycle emails and alerts to the CS team when intervention was needed.
Churn Risk Accuracy: 86% predictive accuracy
Proactive Interventions: Resulted in a 24% churn reduction
Expansion Revenue Opportunities: Identified and capitalized on upsell opportunities in 12% of flagged accounts
3. AI-Powered Knowledge Base + Smart Search
We implemented a semantic search-powered knowledge base that pulled context-aware results and could auto-generate help docs based on new support tickets.
Self-Service Resolution Rate: Increased by 54%
Support Ticket Volume: Reduced by 35%
Article Relevance Score: 92% match accuracy (based on feedback)
4. Internal Sales Enablement Automation
We automated proposal generation, contract workflows, and lead handoff notifications from marketing to sales using CRM triggers and template libraries.
Time Spent on Admin Tasks by Sales Reps: Reduced by 48%
Response Time to Hot Leads: Cut down from 12 hours to under 1 hour
Sales Pipeline Velocity: Improved by 26%
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Results Summary
Metric | Before Automation | After Automation |
|---|---|---|
Time to Customer Activation | 11 days | 4.5 days |
First 90-Day Churn Rate | 21% | 13% |
Support Tickets (monthly avg) | ~1,100 | ~715 |
Sales Response Time to New Leads | ~12 hours | < 1 hour |
Time on Admin Tasks (Sales Team) | ~14 hours/week | ~7.2 hours/week |
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Final Thoughts
This project was a perfect example of how internal inefficiencies directly affect customer outcomes. We didn’t just reduce churn-we built a system where customers felt seen, supported, and guided from the first login.
Automation isn't just about speed-it's about consistency, personalization, and scale. By aligning the onboarding, success, and sales teams under a shared automation framework, we gave this SaaS company the infrastructure to support their next stage of growth-without burning out their team.
If you’re running a SaaS company and you’re still managing onboarding and retention manually, you’re already behind. But the good news is: the solution is fully within reach-and we’re here to help.