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 JetBrains AI Assistant Accelerates Error Detection and Code Refactoring
Technology & SaaS
How Switchboard Centralized and Automated Employee Onboarding to Save 10 Hours Per New Hire
Technology & SaaS
How Shell Oil Company Uses AI for Predictive Maintenance Scheduling to Reduce Downtime
Manufacturing
How Balenciaga Collaborated with AKQA and OpenAI’s DALL-E 2 to Accelerate Fashion Design
Retail & E-commerce
How Tabnine Enhances Developer Productivity with AI-Powered Code Completion and Refactoring
Technology & SaaS
How Allegis Group and TEKsystems Use AI and MLOps to Streamline Recruitment and Scale Talent Solutions
Skilled Trades