Background
Ushur, a leader in intelligent automation, encountered challenges in managing high volumes of customer interactions and contract data within their Salesforce instance. The company sought to leverage this data to proactively identify risks, strengthen customer relationships, and uncover upsell opportunities.

Challenges

1. Data Overload: Ushur managed vast data from multiple sources—emails, tickets, and conversations—making it challenging to derive actionable insights.
2. Customer Health Monitoring: Ushur required an accurate and efficient way to monitor customer health and track progress continuously.
3. Risk Management: Identifying at-risk customers and taking proactive retention actions was critical.
4. Upsell and Cross-Sell Opportunities: Ushur needed to identify and act on revenue growth opportunities from upselling and cross-selling.
5. Event Coordination: Leveraging key events to maximize customer success and retention was a strategic priority.

Solution

Intelo AI partnered with Ushur to deploy a suite of modular AI agents to address these challenges. The collaboration focused on the following key areas:

1. Outcome Agent
   Intelo AI’s use cases agent identified impactful use cases and KPIs for Ushur’s customer base. This agent continuously optimized these use cases based on insights from the customer success team, helping Ushur focus on strategies with the greatest impact. By analyzing customer websites, industry news, and external signals, the agent offered deep insights into customer pain points and success stories, aligning pre- and post-sales efforts.
2. Events Agent
   The events agent identified and partnered with Ushur to prioritize critical customer success events. This agent coordinated and optimized key events such as business reviews, campaign launches, and annual planning sessions, ensuring customers received maximum value. By concentrating on strategic engagements, Ushur strengthened customer relationships and increased ARR.
3. Risk Management Agent
   Intelo AI’s risk management agent analyzed customer interactions and contracts, identifying customers at risk. By integrating data from Salesforce and other applications, the agent provided actionable insights for proactive customer health management and retention.
4. Upsell and Cross-Sell Optimization Agent
   This agent analyzed customer data and usage patterns to identify potential upsell and cross-sell opportunities, enabling Ushur to target the right customers with tailored offers and drive significant upsell and cross-sell rates.
5. Customer Insights Agent
   The customer insights agent aggregated data from multiple sources to deliver a comprehensive view of customer behavior. By connecting product usage, customer feedback, and external data, Ushur gained the insights needed to make informed strategic decisions.

Results

The partnership between Intelo AI and Ushur led to remarkable outcomes:

• Annual Recurring Revenue (ARR): Increased by 47%, fueled by improved retention and upsell success.
• Customer Health: Significant improvement in customer health metrics through proactive risk management and actionable insights.
• Actionable Insights: Over 1,000 actionable insights generated, enabling Ushur’s leadership to focus on strategic priorities.

Conclusion

Intelo AI’s collaboration with Ushur underscores the transformative impact of modular AI agents in customer success management. The use cases and events agents were particularly impactful, continuously optimizing strategies based on real-world outcomes and leveraging key events for maximum customer value. By seamlessly integrating these agents into Ushur’s existing processes, Intelo AI ensured a rapid return on investment with minimal disruption.

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