Prism Analytics Onboards Customers 45% Faster
How a 16-person BI SaaS company unified sales and customer success into one platform — and dramatically reduced time-to-value for new customers.
The Challenge
Prism Analytics sold a BI platform to mid-market companies. Salesforce managed the sales pipeline while Intercom handled customer communication and onboarding. The handoff between sales and customer success was where deals stalled.
When a deal closed in Salesforce, the CS team had to manually recreate the account context in Intercom. Onboarding playbooks lived in Google Docs. New customers waited days for their first onboarding call because the handoff process was entirely manual.
- Sales-to-CS handoff took 3-5 days
- Customer context lost between Salesforce and Intercom
- Onboarding playbooks not linked to customer data
- First 90-day churn rate above industry average
The Solution
Prism Analytics migrated to Dewx in three weeks, creating a seamless pipeline from prospect to onboarded customer with automated CS handoffs.
GTM Hub — Sales Pipeline
Full deal lifecycle with automated CS handoff that carries all context from sales to onboarding.
CX Hub — Onboarding Playbooks
Templated onboarding workflows triggered automatically when deals close, with milestone tracking.
Portal — Customer Communication
In-app messaging, email, and support tickets unified in one inbox with full account history.
Dew AI — Onboarding Content
AI-generated welcome sequences, setup guides, and training materials personalized to each customer.
The Results
45%
Faster customer onboarding
60%
Lower first-90-day churn
< 1 day
Sales-to-CS handoff time
2 → 1
Tools consolidated into Dewx
Timeline
Migrated sales pipeline from Salesforce with deal stages, contacts, and account data.
Built onboarding playbook templates in CX Hub with automated handoff triggers.
Moved customer communication from Intercom to Portal; launched AI welcome sequences.
Onboarding time reduced 45%; first-90-day churn dropped 60%.
“The gap between closing a deal and starting onboarding used to be our biggest churn risk. Now it's instant — the deal closes and the CS team has everything they need in the same system. Onboarding is 45% faster and churn dropped dramatically.”
Features That Made the Difference
Seamless Handoffs
Sales context carries directly into CS onboarding.
Onboarding Playbooks
Templated workflows with milestone tracking.
Unified Inbox
Chat, email, and support in one customer thread.
AI Welcome Sequences
Personalized onboarding emails and guides by AI.
Revenue Analytics
Track MRR, churn, and expansion revenue in real time.
Health Scoring
Monitor customer engagement and at-risk accounts.
Ready to Onboard Faster?
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