Quick Overview
FreeWill implemented ChurnZero to manage rapid growth (5x ARR growth) and scale partner success operations, focusing on consistency and centralization during expansion.
FreeWill
Company Size
~100 employees (estimated)
Revenue Range
Not publicly disclosed
Primary Challenge
Scaling customer success and partner management during rapid growth
Key Metrics
\- 27% increase in logo retention\- 21% increase in gross dollar retention\- Improved NPS and CSAT during high-growth periods
The Problem
Rapid growth challenged existing customer success processes, risking retention and satisfaction.
The Solution
Deployed ChurnZero AI platform to centralize customer success operations, automate engagement, and provide data-driven insights.
Results
\- Improved retention rates\- Increased customer satisfaction scores\- Scaled success operations efficiently during growth
Details
Industry
Technology & SaaS
Departments
Account Management & Client Success
Use Cases
Account Reviews
Client Health Monitoring
Tags
Predictive Modeling
Cost Reduction
AI Tools Used
ChurnZero
Sources
https://churnzero.com/case-studies/freewill/
More Case Studies
See All
How UPS Uses ORION AI to Optimize Delivery Routes, Reduce Costs, and Lower Emissions
Retail & E-commerce
How Nike and AKQA Used AI and Machine Learning to Simulate a Virtual Tennis Match Between Serena Williams’ Past and Present Selves
Retail & E-commerce
How Holding Redlich Permanently Adopted Lexis+ AI to Enhance Legal Research Efficiency
Legal
How Sundance Film Festival Used Multiple AI Tools to Accelerate Dashboard Design and Foster Innovation
Media & Entertainment
How Stick Shift Driving Academy Increased Organic Traffic by 72% and Inbound Calls by 120% Using MarketMuse AI
Education & EdTech
How Bloomreach Streamlined Content Creation and Improved Campaign Performance with AI
Professional Services & Consulting