Case Study: Aruba leverages a digital-first customer success approach with Totango
Key results
The challenge
Aruba served tens of thousands of customers, with the vast majority in a tech-touch segment that could not be reached through traditional one-to-one customer success management. The team needed to onboard, engage, and retain this large base efficiently without adding proportional headcount.
The solution
Aruba adopted Totango to run a digital-first, one-to-many customer success program built on automated onboarding and engagement journeys. The platform delivered targeted email campaigns and health monitoring across the tech-touch tier, which comprises 95% of the customer base.
The results, in context
The digital-first approach produced a 67% reduction in onboarding time and a 20% increase in retention rates. Aruba also recorded a 30-point NPS improvement and a 10% reduction in non-activated customers, with email open and click-to-open rates reaching 1.5x the industry average.