Global Financial Services Technology Company Gains $2 Million in Renewal Revenue in 5 Weeks
WHAT WE DO
Customer Retention + Upsell
Outbound Inside Sales
Customer Engagement Center
INDUSTRY
Technology | Financial Services
RESULTS
$2 Million in Customer Renewal Revenue in 5 Weeks
Retained Nearly $40 Million in Annualized Revenue
Annualized Revenue 58% Above Quota
Lack of Dedicated Retention Team Risked SMB Customer Churn
[SITUATION]
A financial services technology company that provides tax and accounting software solutions struggled to scale its internal resources to tackle proactive customer outreach. As a result, many of its small-to-midsize customers were not consistently engaged to foster license renewals. This increased the risk of customer churn, eroded renewal opportunities and revenue, and prevented visibility into customer growth and expansion needs. The client engaged MarketSource to provide targeted customer retention, renewal, upsell outreach and customer engagement continuity.
CHALLENGES
Staff scaling constraints
Churn risk across small-to-midsize customers
Revenue erosion from missed retention + upsell opportunities
$2 Million
in customer renewal revenue secured in 5 weeks.
KEYS TO SUCCESS
Dedicated retention team
Targeted renewal + upselling strategy
AI-enabled customer engagement center
Dedicated Retention Specialists Drive $2 Million in Renewal Revenue in 5 Weeks
[SOLUTION]
MarketSource deployed a dedicated inside sales team to target the client’s small-to-midsize customers with outbound renewal and retention efforts. We started by identifying the appropriate decision-maker responsible for renewals and license purchases to initiate timely, consultative renewal conversations.
Outreach centered on securing annual software renewals while identifying upsell opportunities tied to customer growth, such as additional licenses driven by new hires or expanded client needs. By proactively engaging customers and addressing renewal questions before contracts lapsed, the team helped stabilize retention and reinforce long-term customer relationships.
This approach allowed our client to maintain continuity with its smaller accounts while expanding and securing annual recurring revenue and regain control over the renewal experience without overextending its internal teams.
Real-World Results
$2 Million in Customer Renewal Revenue in 5 Weeks
Retained Nearly $40 Million in Annualized Revenue
Annualized Revenue 58% Above Quota
Within just 5 weeks, MarketSource’s retention and renewal specialists secured more than $2 million in license renewal revenue. To date, our team has retained nearly $40 million in annualized license renewal and upsell revenue over the course of the program.