Company
Globex
Industry
B2B SaaS
Result
−23% onboarding churn
Globex had the numbers and the feedback. What they didn't have was the line between them — so a steady leak in onboarding went unexplained for two quarters.
The problem
Activation had been slipping for months. Analytics showed where users dropped — a step midway through onboarding — but not why. The voice-of-customer lived in a separate survey tool, and nobody had time to reconcile the two before the next sprint started.
We knew the number was bad. We just couldn't agree on the reason — so we kept arguing instead of fixing.
What changed
Globex connected their analytics and support desk to Touchplot and turned on a short in-product survey at the step where users were leaving. Within a week, the live journey map told the whole story on one screen:
- The drop-off concentrated on one onboarding step.
- The emotion beside it shifted from curious to frustrated.
- The verbatim explained it: users couldn't tell which integration to connect first.
The fix — and the proof
A trigger routed the insight to an owner the moment the dip appeared. The team reordered the step and added a default. Three weeks later, the line bent back — and because the action was attached to the metric on the map, they could show the recovery, not just claim it.
- −23% onboarding churn within a quarter
- +12pp step completion
- One screen the whole team now reviews each week
The change wasn't a new survey program. It was closing the distance between a signal and a fix — and being able to prove the fix worked.