At Pure Storage, like at many other B2B or SaaS companies, Customer Success or Account Managers faced the challenging task of managing 33 - 65 accounts per CSM, each demanding personalized attention and intricate understanding of their accounts.
Further, assigning a CS/AM to every customer, especially those generating lower revenue, was not economically feasible.
Despite the inherent complexity of their products, the Pure Storage team remains committed to providing individualized attention, insights, and recommendations to help customers maximize their investments and to suggest new products and services.
To rise above these hurdles, Pure Storage used Cast.app’s AI-driven Digital Customer Success and Account Managers,
And achieved remarkable success.
Pure Storage adds $400K to the bottomline every quarter with Cast.app Digital CSMs. Click here to read a more comprehensive post by Pure Storage's Automation leader, Warlito Talagtag.
The pattern is not unique to Pure Storage. It applies to B2B / SaaS businesses across segments who want to scale customer-facing outcomes.
For high-touch segments, the Customer Success or Account Managers are usually responsible for too many accounts, juggling their time from account to account.
For lower tier or SMB accounts, you cannot afford to assign a CS/AMs to every account but you want to maintain a standard of excellence, standardization that does not sacrifice the customer experience.
In both scenarios, as a result, there is a lack of personal attention and individualized recommendations leading to a decline in adoption and expansion opportunities.
This impact is felt across the segments, including lower-tier or SMB customer accounts without assigned team members.
Cast.app offers automated "Digital CSMs" that drive onboarding, retention, renewals, expansion, and referrals for Pure Storage, HP Enterprise, Control Up, and others. By taking over 60-95% of the tasks from Human CSMs, Digital CSMs help you grow efficiently while saving you significant OPEX and labor costs.
If you are interested in replicating Pure Storage’s success and ROI, please set up a demo at https://cast.app/demo