Case studies
How we approach transforming post-sales experience into measurable business results.
The scenarios below are illustrative, drawn from our team's operating experience — company details are representative, not named client accounts.
Fintech
Cutting first-response time by two-thirds at a scaling fintech
A fast-growing payments platform was drowning in support tickets as transaction volume tripled. We rebuilt their support operation around contact-driver analysis and self-service deflection.
-67%
reduction in first-response time within one quarter
35%
of repetitive ticket volume deflected to self-service
+18 pts
CSAT improvement over two quarters
SaaS
Rebuilding customer success to lift net revenue retention
A B2B SaaS company was losing customers it should have kept — churn was concentrated in accounts that had never fully onboarded. We rebuilt their success function around segmentation, health scoring, and risk playbooks.
+12 pts
net revenue retention improvement year over year
2×
increase in at-risk accounts saved after playbook rollout
-30%
reduction in time-to-first-value for new customers
E-commerce
Turning one-time buyers into repeat subscribers with journey redesign
A subscription e-commerce brand had strong acquisition but weak repeat rates. We mapped the post-purchase journey, found the friction, and redesigned the first-60-day experience.
+22%
improvement in first-to-second purchase conversion
-15%
reduction in early subscription cancellations
+9 pts
NPS improvement among first-90-day customers
Ready to transform your customer experience?
Book a free consultation with PS360 Consulting— we'll give you an honest read on where your post-sales experience is losing customers, and where to focus first.