Synapse Platform Onboards Users 60% Faster
How a 20-person EdTech SaaS company replaced heavyweight enterprise tools with one platform — and dramatically accelerated their customer onboarding experience.
The Challenge
Synapse Platform had grown to 500+ institutional customers for their learning management system, but their internal operations were crumbling. Salesforce handled the sales pipeline, Zendesk managed support tickets, and onboarding lived in a patchwork of spreadsheets and manual emails.
New customers waited weeks to get fully onboarded because the handoff from sales to customer success was manual. Support tickets had no context about the customer's journey, and the CS team couldn't see which customers were at risk of churning until it was too late.
- Sales-to-CS handoff entirely manual with lost context
- Onboarding tracked in spreadsheets with no automation
- Support tickets disconnected from customer health data
- Churn risk invisible until customers cancelled
The Solution
Synapse Platform migrated to Dewx over three weeks, unifying their entire customer lifecycle from sales through onboarding, support, and renewal.
GTM Hub — Sales Pipeline
Deal tracking with automatic CS handoff that transfers all context, notes, and requirements seamlessly.
CX Hub — Onboarding Workflow
Structured onboarding playbooks with milestone tracking, automated check-ins, and health scoring.
Portal — Support Hub
Unified support ticketing with full customer context, conversation history, and health score visibility.
Dew AI — Churn Prediction
AI-powered churn risk scoring based on usage patterns, support sentiment, and engagement metrics.
The Results
60%
Faster user onboarding
40%
Reduction in churn rate
$4K
Saved monthly on Salesforce + Zendesk
2 → 1
Tools consolidated into Dewx
Timeline
Migrated sales pipeline from Salesforce; configured GTM Hub with automatic CS handoff workflows.
Built CX Hub onboarding playbooks and migrated support tickets from Zendesk to Portal.
Activated Dew AI churn prediction; trained CS team on unified customer health dashboard.
Measured 60% faster onboarding and 40% reduction in customer churn.
“Salesforce and Zendesk cost us $4K a month and still couldn't tell us which customers were about to churn. Dewx unified everything — now onboarding takes days instead of weeks, and we catch at-risk accounts before they even think about leaving.”
Features That Made the Difference
Sales Pipeline
Deal tracking with automatic CS handoff.
Onboarding Playbooks
Milestone tracking with automated check-ins.
Unified Support
Tickets with full customer context and history.
AI Churn Prediction
Risk scoring from usage and engagement data.
Revenue Dashboard
MRR, expansion, and churn metrics in real time.
Customer Health
Health scores for every account at a glance.
Ready to Onboard Faster?
Join SaaS companies that have unified their customer lifecycle and reduced churn with Dewx.
Start Your Free Trial