Fintech Reduces Churn by 40% With Proactive AI
A fintech platform was losing customers they could have saved. Unify's AI CS agent flagged churn risk 45 days in advance — enabling proactive intervention that cut churn by 40%.
The Problem
The fintech had a 12% monthly churn rate — above industry average. Their CS team was reactive: by the time they noticed a customer was at risk, it was usually too late. Each CSM was managing 150+ accounts and couldn't spot the warning signs fast enough.
The Solution
Unify built a churn prediction model trained on their historical data and connected it to their product telemetry, CRM, and support history. The AI CS agent now monitors every account continuously and surfaces risk flags 30–60 days before predicted churn.
When a risk flag fires, the agent drafts a personalised intervention playbook for the CSM — specific context, suggested actions, and talking points — so they can act fast with full context.
The Results
Monthly churn dropped from 12% to 7.2% — a 40% reduction. NRR jumped 22 percentage points. CSMs now manage 4× more accounts because the agent handles monitoring, health scoring, and playbook prep automatically.
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