Customer Experience Transformation
Redesigned the end-to-end customer journey for a growing SaaS platform, resulting in improved retention and higher NPS scores.
A mid-market SaaS company was experiencing high churn despite strong product-market fit. Through a comprehensive CX audit and journey mapping exercise, we identified critical friction points in onboarding and support.
The approach
We implemented a voice-of-customer programme, redesigned the onboarding flow, and introduced proactive health scoring. The result was a 30% reduction in churn within six months.