Case Study: Waystar reduces client churn with a listen-and-learn approach on Totango
Key results
The challenge
Waystar, a healthcare payments technology provider, needed to manage customer success and focus on client risk as its business scaled. The team required a way to identify at-risk accounts early and act before churn occurred.
The solution
Waystar deployed Totango to centralize customer health data and drive a listen-and-learn approach that surfaced risk signals and prioritized at-risk clients. This gave the client success team a shared view to align internal stakeholders and leadership.
“Totango has quickly proven its value and helped us become the trusted advisor for both Waystar customers and our leadership.”
JTJoe TichenorSenior Client Insights Manager, Waystar
The results, in context
By focusing on risk and acting on health signals, Waystar reduced customer churn by 20%. The platform became a trusted source of insight for both customers and company leadership.