Sage Boosts Customer Satisfaction and Reduces Churn with AI Insights

The Challenge

As Sage scaled its customer base, the customer success team struggled to consistently identify early warning signs of churn during customer conversations. Critical signals such as frustration, adoption risk, and unmet expectations were often buried within long CS calls and difficult to surface at scale.

Limited visibility into customer sentiment reduced the team’s ability to intervene proactively. Missed signals led to delayed responses, inconsistent coaching across the CS organization, and higher churn rates than leadership was willing to accept, directly impacting retention and lifetime value.

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The Solution

Sage implemented Outdoo to embed AI Roleplay and Coaching Solution for proactive churn monitoring directly into its customer success workflows. The goal was to move from reactive account management to a scalable, data-driven retention strategy grounded in real customer conversations.

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AI-Powered Monitoring of Customer Success Calls

Outdoo provided Sage with comprehensive visibility into every CS interaction. Using AI-driven analysis, the platform automatically surfaced churn indicators, sentiment shifts, and risk signals hidden within customer conversations. Instead of relying on manual reviews or anecdotal feedback, leaders gained structured insights into what was happening across accounts in real time.

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Proactive Retention Through Actionable Insights

With automated scoring and churn signal detection, Sage was able to identify at-risk accounts earlier and prioritize intervention. Managers leveraged real-call insights to guide coaching conversations, refine messaging, and address recurring customer concerns.

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This created a closed-loop system where insights from live calls directly informed coaching and retention strategy.

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“AI roleplays helped our team prepare for high-stakes customer conversations in a way traditional training never could. It gave our CSMs the confidence and structure they needed before speaking with live customers. ”

Rohan Mehta Head of Customer Success, Sage

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The Impact

Outdoo enabled Sage to modernize its customer success enablement approach, resulting in measurable improvements in retention, satisfaction, and operational visibility.

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3x Increase in Churn Indicator Detection

‍Customer success leaders became three times more effective at identifying early disengagement signals, allowing for faster and more targeted intervention.

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2x Improvement in Customer Satisfaction Scores

‍Greater visibility into customer sentiment and more structured coaching led to stronger conversations and significantly higher satisfaction ratings.

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50% Reduction in Churn Rates

‍By acting earlier and coaching more effectively using real-call insights, Sage reduced overall churn by half, creating a scalable foundation for long-term retention growth.

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“Outdoo gave us objective, scalable coaching insights that helped managers focus on what actually impacts retention. We’re no longer relying on intuition — we’re coaching with real customer data. ”

Saurav Tulsyan Senior Finance Manager, Sage