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 World Wildlife Fund Uses AI to Track Endangered Species and Combat Poaching
Nonprofit & NGO
How Abra Improved Customer Experience and Support Efficiency with Forethought AI Chat Widget
Finance & Banking
How Shared Services Connected Ltd (SSCL) Automated Recruitment Compliance and Candidate Vetting
Nonprofit & NGO
How Rocky Brands Increased Organic Search Revenue by 30% Using BrightEdge AI SEO Tools
Retail & E-commerce
How JIFFY.ai Automated 80% of Onboarding Tasks for a Global Professional Services Firm
Professional Services & Consulting
How Axios HQ Uses AI to Deliver Clear, Concise, and Consistent Internal Communications that Boost Employee Engagement
Healthcare & Medical