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- My name's Peter.

I'm the customer success
manager for InFlow Inventory.

We do order and inventory management,

so getting customers up to speed

with managing all their items going in,

items going out, the
billing, the financial side

and the physical side.

We've been changing a lot
as a company internally,

and one of the things
we really wanted to do

was we shifted from a
licensed-based business,

sort of one-time sales, not
really managing relationships

to this more long-term SaaS,

software as a service business model

and keeping customers
for long periods of time.

The problems that we're trying
to solve with Custify is...

And some of the other softwares,

we're working in HubSpot and Zendesk,

like it's really a trend.

When they rate thumbs up,
they rate thumbs down,

it's really binary, really transactional.

And what we do with Custify

is we try to manage
the actual relationship

of the lifecycle of the customer.

So from the moment they sign up

to any sort of cancellation,

we've got a whole host
of different metrics

that are sort of specific to our software

that we track exclusively
for all of our customers.

And so we can see trends over time,

we can see averages,

and we can start to lump these customers

into categories that might require action.

Whether it's a proactive reach out

'cause they're not actually using it,

and they just signed up for it,

whether it's an annual renewal,

whether it's an upgrade.

We start to use these metrics

and segment out our different customers

using Custify segments.

And then from there, we can prompt action

from our various team members.

So it's keeping and
managing those relationships

with our customers over
long periods of time

and trying to make sure
that they're using success

with the product by being able to track

how they're using it more in depth

and more over again for
a long period of time.

That is something we get out of Custify,

and we've watched NRR grow steadily,

specifically a lot over the past year

as we've doubled down
on our Custify usage.

We're able to do that at scale

'cause 90% of what we've built

is either an automated
sort of email connection

or an automated task reminder.

So we're able to do this success

and to boost this NRR and manage
our expanding customer base

without having to scale our team as much.

And that's been one of the
big benefits of Custify

is we're able to measure things

like the success of our campaigns
based on email open rates.

We're able to track events

and see how much NRR we got

from a specific promotional push.

We're able to track our customers based

on health metrics, identify those

who are at risk of cancellation

and try to reach out
preventatively and prevent that.

And that core metric,
the net recurring revenue

has been something that's
climbing over the past year

and a lot of it's down to
what we can build here.

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