Customer Engagement SaaSSourced

Case Study: Braze increases CS platform engagement by over 220% with Totango

Braze Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Braze

Industry

Customer Engagement SaaS

Challenge

Low adoption of the previous CS platform

Headline result

Braze grew active platform users from 18 to over 55 after switching to Totango

Key results

+220%

CS platform engagement increase

over previous platform

18 → 55+

Active users

after switching to Totango

The challenge

Braze's prior customer success platform saw low internal adoption, with fewer than 20 active users who accessed it only about once every 10 days. Weak engagement limited the team's ability to act on customer data.

The solution

Braze moved to Totango and integrated it with Salesforce to make customer data readily available across the team. The integration was completed quickly, with data flowing within about 20 minutes of setup.

“The Salesforce integration was shockingly easy compared to what I've experienced in the past across SaaS solutions, not just CSPs.”
SD
Scott Dzialo
VP Customer Success, Braze

The results, in context

Adoption rose sharply after the switch, increasing customer success platform engagement by over 220%. Active users grew from 18 to more than 55.

Products used

Totango Totango Customer Success PlatformTotango Salesforce Integration