Use case
Customer success
The account renews on faith, or it does not renew at all
Three seats out of twenty log in. Nobody has complained, so nothing is flagged. The renewal conversation then turns on a usage number that neither side can explain, and the part of the product the deal was sold on turns out never to have been switched on.
The numbers
45%
of applications are underutilized, with organizations using fewer than half the licences they bought
Vertice, 2025 SaaS Wastage Report
101%
median net revenue retention across B2B SaaS
Benchmarkit, 2025 SaaS Performance Metrics
3x
more likely to renew and expand when a user reaches first value within two weeks
Get CSM, customer success onboarding benchmarks, 2025
What ARCY sees
ARCY watches the product rather than the account record, so adoption is measured where it happens instead of being inferred from meeting notes.
- Which parts of the product an account has never reached, and which seats never arrived
- What the account's users asked the agent, in their own words, between the quarterly reviews
- Struggle signals on the workflows the deal was sold on
- The accounts whose usage is falling before anybody has mentioned it
What ARCY does
ARCY answers inside the product, at the step the user stopped on, through the chat surface and the flows your own team authored. Struggle detection feeds your dashboard, never the end user: nobody gets an unprompted message telling them they seem to be having trouble.
- Answers from the sources you approved, in the product, in the user's own language
- Walks a new seat through setup with the same flow every time, without booking a call
- Puts adoption and conversations side by side, so a review meeting starts from evidence
What it measures
Some of your users never open ARCY at all. Same product, same accounts, same window, no ARCY. The difference between them and the users ARCY helped is what ARCY was worth to adoption, which is the number a renewal argument needs.
- ARCY compares the users it helped against the users it never touched
- Completion in both groups, per flow
- Below a minimum group size the difference is withheld, and the counts still show
+36.3% activation lift on this flow
With ARCY
42.8%
1,204 users who ran this flow
Without ARCY
31.4%
2,910 users who never used ARCY
ARCY compares the users it helped against the users who reached the same step and never used it. Both are counted as finished the same way.
Related
See what your accounts never switched on
Book a walkthrough and we will look at adoption inside your own product, account by account.