CONTROL
The operating system for Customer Success
No new platforms. No operational overhead.
Structure your operations to protect NRR and scale team capacity without increasing headcount.
When customer volume grows, control slips away.
- Opportunities surface too late
- Churn comes as a surprise
- Customer Success turns reactive
You need more than dashboards.
You need an operating system.
How CONTROL works
CONTROL is the operating system that runs your CS operations:
1. Signals surface automatically
Product usage drops. Support tickets spike. Renewal dates approach. CONTROL ingests signals from your existing tools (CRM, Support, Product, Feedback).
2. Decision layer applies your rules
Not every signal needs action. CONTROL applies your business logic: Health scoring, risk thresholds, prioritization rules.
3. Actions trigger automatically
Proactive check-ins. Escalations. Expansion workflows. The right action, at the right time, to the right person.
The path to CONTROL
Phase 1: Strategic Process & Signal Audit
This phase involves a deep architectural review of existing operational processes and data streams. By mapping the customer journey through a CS Expert lens, we identify structural gaps where signals are lost in the noise and pinpoint exactly where churn risks emerge or expansion opportunities are missed.
Phase 2: Decision Mapping
Expert knowledge is translated into clear, executable logic. Moving beyond "gut feeling," the system defines precise triggers: Which process step or signal requires which specific response? This creates the CONTROL Decision Layer as a reliable backbone for the organization.
Phase 3: Action Integration
This logic is embedded directly into existing tools and workflows through automated playbooks, CRM logic, and knowledge systems. In collaboration with Pollup AI, recurring patterns are automated, ensuring that human capacity is focused exclusively on complex cases where judgment and context matter most.
Bringing B2C Efficiency to B2B Complexity.
CONTROL manages the "noise" so you can manage the "relationships."
| Signal (Data) | Decision (Logic) | Action (Outcome) |
|---|---|---|
| Tech Touch User hasn't discovered "Feature X" after 14 days. | Low-complexity education required. | Automated: Sends a 60-sec "How-to" video & personal product tip. |
| Mid-Market Account shows a 30% drop in login frequency. | Risk of churn detected. | Semi-Automated: Creates a task in CRM + drafts a "Health Check" email for the CSM. |
| Enterprise Account reaches 90% seat capacity. | High-value expansion opportunity. | Direct Action: Triggers a Slack alert to the Account Executive for an Upsell-Call. |
CONTROL is developed and implemented in collaboration with Christiane Kaiser (Founder Kaiser CX) and Pollup AI, combining system design with applied AI engineering.
