Decreasing Customer Churn Through Chartio
Bugcrowd is a platform that connects customers with security researchers to identify vulnerabilities in their applications or networks.
In bringing together customers and researchers, Bugcrowd knew that there was a massive amount of activity taking place on their platform, but the company had little visibility into those interactions. Without visibility, the Customer Success and Operations teams were unable to advise their customers effectively on next steps in their security programs.
Bugcrowd evaluated multiple Business Intelligence solutions that would give their teams the insights they needed to be successful. Bugcrowd's most important requirements were security, ease of use and power--so that anyone in the organization could quickly query against their many data sources.
With these requirements in mind, Bugcrowd could have built their own internal analytics tool, but building it from scratch would require time, resources and maintenance--and would drive focus away from the product. Instead, after a rigorous evaluation process, Bugcrowd chose Chartio as their Business Intelligence solution.
Once Chartio was plugged into their database, Bugcrowd was able to visualize every interaction between their customers and researchers.
To easily visualize our customer interactions with Chartio was mind blowing. Since using Chartio we are much more able to steer our customers toward success with the product.
"To easily visualize our customer interactions with Chartio was mind blowing. Since using Chartio we are much more able to steer our customers toward success with the product," said Jonathan Cran, VP of Product.
Not only did Chartio give instant visibility into customer behavior, it also allowed everyone in the organization to start analyzing data to get important business questions answered.
"Chartio's drag and drop features allows for faster and easier analysis, especially for those with non-technical backgrounds. Everyone is able to fully engage with our business data to uncover insights that before Chartio, we didn't know existed."
As a product that compiles thousands of data points within a single database, Bugcrowd has given everyone access to company data--and now through Chartio, anyone can query the data and quickly get answers and share insights with their team.
Chartio has enabled our entire team, from technical to non-technical to explore data without writing a single line of SQL.
"Chartio has enabled our entire team, from technical to non-technical to explore data without writing a single line of SQL."
Today, everyone at Bugcrowd relies on Chartio-from Customer Success for account renewals, Sales for relationship building, Support for proactive problem solving, Engineering for feature release activity and even the CEO for reporting company metrics to the board.
"Chartio has enabled Bugcrowd to be data-driven and own analysis on our business data."
Before Chartio, Bugcrowd had little visibility into the interactions between their customers and researchers. The Customer Success team struggled to advise their customers because Bugcrowd had no visibility into the success of a customer's security program.
By implementing Chartio, the Customer Success team is able to fully import all their customer data into Chartio and visualize every account.
"Chartio allows the Customer Success team to look at the health of a customer's security program and instantly see if a particular program was valuable or not for their customer."
Each Customer Success Manager is now able to create a customer specific dashboard with program trends and share it on-demand with their customer. With Chartio, the Customer Success team is able to decrease churn and increase customer retention.
"We are able to drive negative churn because everyone from Sales to Customer Success uses Chartio to look at how customers are interacting and ask the right questions to improve an account's health or find an opportunity to upsell. To see that customers are getting value out of our product through Chartio is really powerful."