Background
Tovuti, a leading Learning Management System (LMS) provider, faced challenges in retaining customers and driving upsells and cross-sells. The company aimed to boost its net revenue retention (NRR) by gaining a deeper understanding of customer behavior and reducing renewal risk.

Challenges

1. Customer Retention: Reducing churn risk and improving renewal rates were essential for Tovuti's growth.
2. Upsell and Cross-Sell Opportunities: Identifying and acting on upsell and cross-sell potential was crucial for increasing revenue.
3. Customer Insights: Tovuti needed actionable insights into customer behavior to guide strategic decisions.
4. Implementation Bandwidth: The company required a solution that could be integrated smoothly without disrupting existing processes.

Solution

Intelo AI partnered with Tovuti to implement a suite of modular AI agents that addressed these key challenges:

1. Risk Management Agent
   Intelo AI’s risk management agent offered vital insights into customer behavior, helping Tovuti pinpoint at-risk customers and take proactive retention measures. By analyzing product usage, customer sentiment, and CRM interactions, this agent delivered actionable insights to mitigate churn risk.
2. Upsell and Cross-Sell Optimization Agent
   The upsell and cross-sell optimization agent identified revenue growth opportunities by analyzing customer data and usage patterns. It enabled Tovuti to target the right customers with tailored offers, driving a substantial increase in upsell and cross-sell rates.
3. Customer Discovery Agent
   Intelo AI’s customer discovery agent enriched Tovuti’s sales pipeline by analyzing customer websites, industry signals, and relevant references. This agent uncovered primary customer pain points, brought in case studies from existing customer work, and helped build mutual success plans early in the sales process, aligning pre- and post-sales.
4. Customer Insights Agent
   The customer insights agent aggregated data from multiple sources, providing a comprehensive view of customer behavior. By connecting product usage, customer feedback, and external data, this agent empowered Tovuti to make data-informed strategic decisions.
5. Modular AI Agents
   Intelo AI’s modular agents were deployed independently, ensuring quick integration with Tovuti’s existing systems and minimal disruption. The modular design allowed Tovuti to address specific needs with tailored agents, leading to a rapid ROI.

Results

The collaboration between Intelo AI and Tovuti achieved remarkable results:

• Net Revenue Retention: Increased by 43% through improved retention and targeted upsell strategies.
• Renewal Risk: Reduced by 77% due to proactive interventions for at-risk customers.
• Upsell and Cross-Sell Growth: Upsells and cross-sells grew by 154%, fueled by precise, insight-driven targeting.

Conclusion

Intelo AI’s partnership with Tovuti demonstrates the transformative impact of modular AI agents on customer retention and revenue growth. By delivering actionable insights and supporting strategic decision-making, Intelo AI empowered Tovuti to significantly improve net revenue retention, reduce renewal risk, and expand upsell and cross-sell opportunities. The seamless integration of these agents into Tovuti’s existing workflows ensured minimal disruption and a swift return on investment.

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