Herausforderungen

As customer volumes and account complexity grew, the organization faced several challenges across customer success and support functions.

The company struggled with:

• Limited visibility into proactive account health improvements, increasing churn risk

• Inconsistent execution of quarterly business reviews, reducing opportunities for expansion

• SLA breaches and delayed resolutions impacting customer satisfaction

• High-pressure support environments leading to burnout and low team morale

• Lack of structured recognition for collaboration, empathy, and knowledge-sharing

• Variability in onboarding effectiveness, delaying customer time-to-value

These challenges impacted customer retention, operational efficiency, and long-term team engagement.

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Personas involved

The initiative impacted multiple stakeholders across the CS ecosystem:

• Customer Success Managers (CSMs)

• Support Agents (L1, L2, L3)

• Onboarding & Implementation Specialists

• QA and Escalation Teams

• CS Team Leads and Managers

• HR and People Operations

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The solution

To address these challenges, the company deployed Xoxoday Empuls, an employee engagement and recognition platform designed to strengthen performance, collaboration, and morale across CS and support teams.

Key solution capabilities included:

• ‍Customer health score rewards: Empuls enabled recognition of CSMs who proactively improved at-risk customer accounts from red to green health status. Rewards reinforced behaviors that directly contributed to retention and customer satisfaction improvements. ‍
• QBR incentives: CSMs were recognized for conducting timely, high-quality quarterly business reviews that demonstrated ROI, aligned customer goals with product roadmaps, and uncovered expansion opportunities. ‍
• Support excellence rewards: Support teams were incentivized for maintaining high first-contact resolution rates, low average handle times, and strong CSAT scores. Additional recognition was given for identifying and escalating critical issues before they impacted multiple customers. ‍
• Peer recognition and rewards: Peer-to-peer recognition programs celebrated collaboration, empathy, and problem-solving skills, encouraging a culture of shared ownership and continuous learning across teams. ‍
• Onboarding success and time-to-value: Customer success teams were rewarded for completing onboarding milestones ahead of schedule, accelerating product adoption, and securing early customer advocates within the first 90 days. ‍
• Milestone celebrations: Empuls enabled structured celebration of service anniversaries, certifications, project launches, and team achievements, strengthening morale and reinforcing long-term engagement.

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Impact

The engagement-led CS program delivered strong, measurable outcomes:

• 41% reduction in SLA breaches, improving service reliability

• Faster resolution times, driven by recognition tied to first-response and ticket quality

• Improved customer health scores, reducing churn risk across key accounts

• Higher consistency in QBR execution, enabling expansion conversations

• Stronger onboarding outcomes, accelerating customer time-to-value

• Increased peer recognition participation, improving team morale and collaboration

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Conclusion

By deploying Empuls as a unified engagement and recognition platform, the enterprise SaaS company transformed how its customer success and support teams delivered value. Recognition was aligned to the behaviors that mattered most, proactive account management, service excellence, collaboration, and customer outcomes.  

With reduced SLA breaches, stronger customer health, and more motivated teams, the organization is now better positioned to scale customer experience excellence across India while sustaining long-term retention and growth.