Background
Netcore, a leading customer experience platform, encountered challenges in driving upsells and cross-sells while managing its expansive Customer Success (CS) team. The company aimed to improve product adoption through feature usage analysis and enhance CS operational efficiency using AI agents for reporting and goal tracking.

Challenges

1. Feature Adoption: With a comprehensive suite of solutions, Netcore needed its CS team to effectively advise clients on increasing feature usage as well as identify opportunities for cross-selling and upselling relevant features.
2. Customer Insights: Ensuring that key interactions were captured and actionable insights extracted was critical for guiding executive decision-making.
3. On-Demand Reporting: Netcore required its teams to slice and dice large datasets using analytics and AI, allowing them to visualize data and guide next steps.
4. CS Team Management: With over 100 Customer Success Managers (CSMs), Netcore needed a way to effectively nudge CSM actions and coach them to drive client success.

Solution

Intelo AI partnered with Netcore to address these challenges using modular AI agents. The collaboration focused on the following key areas:

1. Feature Adoption Agent
   Intelo AI’s feature adoption agent delivered invaluable insights into product usage, helping Netcore identify underutilized features and those with declining usage. By integrating with multiple sources of product data and analyzing customer sentiment and CRM interactions, this agent provided actionable insights to boost feature adoption.
2. CSM Scorecard Agent
   Intelo AI’s CSM scorecard agent offered valuable insights into CSM performance against their KPIs. This agent enabled Netcore to track progress toward goals and report on a variety of interactions and metrics, ensuring a focus on increasing customer value and improving ROI.
3. Customer Insights Agent
   The customer insights agent aggregated data from various sources to provide a holistic view of customer behavior. By connecting product usage, customer feedback, and external data, this agent empowered Netcore to make informed strategic decisions.
4. Modular AI Agents
   Intelo AI’s modular agents were deployed quickly and independently, ensuring seamless integration with Netcore’s existing processes. This modular approach allowed Netcore to tailor agents to specific needs, leading to a rapid return on investment.

Results

The partnership between Intelo AI and Netcore yielded impressive outcomes:

• Feature Adoption: Increased by 12%, driven by actionable insights on feature usage.
• Upsell and Cross-Sell Growth: Upsells and cross-sells grew by 24%, enabled by targeted strategies based on actionable customer insights.
• Renewal Risk: Reduced by 82% through proactive measures to retain at-risk customers.

Conclusion

Intelo AI’s collaboration with Netcore illustrates the transformative impact of modular AI agents on feature adoption and customer retention. By providing actionable insights and enabling strategic decision-making, Intelo AI helped Netcore achieve significant improvements in operational excellence, renewal risk reduction, and upsell and cross-sell growth. The seamless integration of these agents into Netcore’s existing systems ensured rapid ROI and enhanced confidence among CS leaders in managing their clients effectively.

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