From Chaos to Clarity: How One BPO Cut Churn by 63% and Tripled CS Capacity in Under a Year
Case Study
Client Profile A $11M+ ARR professional services startup delivering accounting and back-office support to property management companies across the U.S. The business was scaling fast but struggling to retain clients and manage delivery at scale. Further - they had recently gone through a RIF and were struggling to keep up with client deliverables in a sea of missing information and data.

by M.Danielle Raschke

THE CHALLENGE
Unmanaged Escalations
Notes were scattered across Slack, spreadsheets, and former employees' hard drives.
Overwhelmed CS Team
The CS team of 11 was at full capacity, juggling 15–20 clients each, with no clear task ownership or R&Rs.
Inconsistent Customer Experience
Leading to mounting churn, missed handoffs, and ballooning concessions ($60K+/mo).
High CS Costs
CS payroll represented 15% of ARR, but leadership lacked insight into the ROI of the department.
Lack of Visibility
Most critically, the business lacked process visibility, accountability, and reliable retention metrics. No CSAT, No NPS, No escalation data, No source of truth, Customer history buried in personal emails of past employees
THE SOLUTION
Built a full workflow engine in HubSpot
With key processes automated for visibility and consistency
Launched a company-wide Escalation SOP with Kanban board
With RCA tracking and defined SLAs
Deployed AI-powered coaching
For 1:1s—improving rep performance from 65% to 95% in 4 weeks
Introduced MBR/QBR frameworks
That highlighted customer value and reduced surprise churn
Created Ideal Client Profile and Red Flags list to ensure client fit from day 1
To improve outcomes, accountability, and pipeline
Realigned team R&Rs and automated tasks / reminders
To triple CSM capacity—each now handling 65+ clients
THE RESULTS
WHAT THE TEAM SAID
"She wasn’t just reacting to issues, she was proactively solving problems before they surfaced."
— Director of Sales
"She is one of the most impactful leaders I’ve ever worked with. Danielle didn’t just lead the Customer Success department—she built it from the ground up."
— BPO Workforce Manager
"She’s one of the most driven, hard-working people I’ve ever worked with. She’s not just a thinker, she’s a doer."
— Product Operations Manager
CSAT SPOTLIGHT
7.55
Before
Initial CSAT score
8.92
After
Improved CSAT score
18%
Increase
Overall improvement
Under Danielle's leadership, client satisfaction became tracked and surged. CSAT jumped from 7.55 to 8.92—an 18% increase—driven by streamlined onboarding, realigned R&Rs, improved accountability, clear trend data, and reduced escalations. This wasn't just a metric—it marked a turning point in client trust and retention.
READY FOR RESULTS LIKE THIS?
Cut Churn
Reduce client turnover with proven strategies
Scale Delivery
Optimize operations for growth
CS as an Asset
Transform CS from overhead to value driver
Verityx helps lean B2B companies cut churn, scale delivery, and make CS an asset—not overhead. We bring the systems. You keep the client.