An e-commerce software company with about $90 million of ARR tracked retention in finance, but revenue lived in NetSuite, cohorts and renewals in Salesforce, usage on its own platform and feedback in NPS surveys.
Customer Success assembled each account's story by hand from four exports, and churn arrived without warning because no single record showed revenue at risk next to the signals that predicted it. Retention reporting showed what had been lost and could not show who to call next.
ProSights matched every customer across NetSuite, Salesforce, platform usage and NPS surveys into one account record, set a source of record and an owner for each disputed field, and gave Finance and Customer Success a refreshed account view with the calculation behind each retention number.
The first refresh found 41 contracts renewing inside two quarters with no Sales opportunity against them; Sales now works every one
Customer Success reviews flagged accounts with their ARR exposure and the reason each was flagged
NetSuite, Salesforce, platform activity and NPS joined, with each retention figure traceable to its records; one point of gross retention is $900K of ARR a year
- Company size
- 251-1,000 people
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