Dash Hudson had grown very quickly in just over a year, building a client base that includes the world's top brands and publishers. However, during this period of rapid growth it became evident that their customer success workflows couldn't scale at the same pace. As Jenny Pratt, Head of Customer Success, recalled, “compiling engagement metrics involved juggling between our CRM, our admin backend, and our analytics tools. We needed a solution that'd help us efficiently monitor engagement and support our growing customer base.”
Dash Hudson implemented Ackee and immediately saw value. “Insights that used to take hours of manual effort to obtain are now available in seconds with a few clicks”, said Jenny. “Ackee consolidated our customer engagement data and put it at our fingertips, helping us build a more scalable workflow.” With Ackee as a clear source of truth, Jenny's team can grab up to the minute customer insights and use them to continually improve their processes.
“Life is easier with Ackee”, she said. “We're able to easily identify highly active brands, accounts at risk of churn, and any anomalous changes in usage. From there, I can distill that information into actionable changes that can have an immediate effect on retention or adoption.” Using Ackee's dashboards and reporting tools, Jenny can instantly share this information with the CEO and her colleagues in sales, product and marketing divisions, increasing visibility across the entire organization.
By accomplishing tasks faster and establishing a single source of truth around engagement data, Dash Hudson has been able to streamline their workflows, delight their customers, and stay ahead of their accelerating rate of growth.