How Demandbase Cut Escalations by 25% Within 6 Months

Demandbase transformed its approach to customer support, using AI to monitor customer sentiment, analyze signals from case histories, and create a system for actionable insights. Alerts were used to flag negative sentiment trends, allowing the team to prioritize and respond effectively. This daily practice of focusing on sentiment analysis enabled Demandbase to take proactive steps toward resolving customer issues.

About Demandbase

Demandbase is the leading account-based GTM platform for B2B enterprises to identify and target the right customers at the right time with the right message. With a unified view of intent dat AI-powered insights, and prescriptive actions, go-to-market teams can seamlessly align and execute with confidence. Thousands of businesses depend on Demandbase to maximize revenue, minimi waste, and consolidate their data and technology stacks – all in one platform.

Navigating Customer Sentiments with Limited Insight

To maintain its commitment to world-class support experiences, Demandbase needed a scalable solution to more easily monitor sentiment across its open cases. “We were focused on scaling our operations, but we found ourselves in reactive mode more often than we wanted,” shared Rachel Letchumanan, Program Director for CX Strategy and Operations at Demandbase.

The team struggled to identify early signals of customer dissatisfaction or potential escalations. “By the time we were aware of an issue, it often required significant effort to mitigate, and the customer’s confidence in us may have already been shaken,” Letchumanan added. This reactive approach not only impacted customer satisfaction but also consumed resources that could have been better spent on proactive engagement.

Integrated AI for Proactive Customer Care

Demandbase turned to SupportLogic to enhance its support strategy. “SupportLogic enabled us to detect early warning signs of dissatisfaction in real-time,” said Letchumanan. By leveraging AI-driven sentiment analysis and predictive insights, the team was able to anticipate and address customer issues before they escalated.

Beyond sentiment tracking, SupportLogic helped Demandbase add another layer of insight which was useful when sharing data across support and customer success.“The transparency and alignment SupportLogic brought to our operations were game-changing,” Letchumanan noted. This alignment ensured that customer feedback was acted upon quickly and effectively across the organization.

Improved Insight, Proactive Action

The impact of SupportLogic was transformational for Demandbase. “We saw a 25% reduction in escalations within the first six months, which was a huge win for the team,” shared Letchumanan.

SupportLogic has provided us with the capability to easily monitor sentiment across our entire backlog and enhance the team’s ability to engage proactively.

With these results, Demandbase Support Engineering continues to explore how it can utilize additional features within SupportLogic to enhance its ability to improve the customer experience.

The Problem:

Delinea’s support system struggled to handle rapid growth.

The Solution:

Delinea turned to SupportLogic to bring order to chaotic escalations.

The Result:

Delinea reduced likely escalations by over 50%, laying the groundwork for even greater efficiency.

25

%

REDUCTION IN ESCALATIONS

94

%

CSAT SCORE ACHIEVED AND SUSTAINED

“SupportLogic enabled us to harness the voice of the customer at scale, turning unstructured data into actionable insights that improved both efficiency and the customer experience.”

Rachel Letchumanan

Program Director for CX Strategy and Operations, Demandbase

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