Learn how Luminovo reduced churn by setting up a dashboard about usage metrics for each top customer
The Challenge
Luminovo, an AI-driven software company helping the electronics industry, thought things were going smoothly—until a big customer churned unexpectedly. It was a wake-up call. The team realised they didn’t have enough visibility into how their customers were actually using the product. Were they engaging with key features? Were they getting the value they expected? Without these insights, it was tough to spot potential churn risks early.
Timon, one of the company’s biggest advocates for improving customer success, knew they needed a change. He pushed his team to adopt a tool that would help them stay ahead of churn, better understand customer behaviour, and make sure users were getting the most out of Luminovo. The goal wasn’t just to react to churn—but to prevent it from happening in the first place.
The Solution
To solve this, Luminovo turned to June—a product analytics tool built for B2B SaaS companies that want to improve customer success. With June, the team now has two game-changing capabilities:
1. A real-time company dashboard for customer success
Luminovo’s customer success team now uses June’s company dashboard to get a clear, instant view of every customer’s engagement. Before, they had to piece together fragmented data from different sources, making it hard to get a full picture. Now, everything is in one place, which helps them:
- Track which features each customer is actually using (and which ones they’re ignoring).
- Understand adoption trends and identify customers who might need extra help.
- Give Customer Success Managers full context before they jump on a call or write an email—no more guessing!
Having all this data at their fingertips means that when a CSM reaches out to a customer, the conversation is much more tailored. Instead of generic check-ins, they can ask specific questions like, “Hey, we noticed you haven’t used [Feature X] in a while. Is there anything we can do to help?”. This approach not only helps customers get more value from the product but also builds stronger relationships.
2. Smart alerts & saved audiences to stay ahead of churn
Instead of waiting for churn to happen, the team set up automated tracking using computed traits like active seats, usage trends, last seen activity, and revenue data from Stripe. With this, they:
- Create saved audiences to group customers by engagement levels, so they know who’s thriving and who’s at risk.
- Get notified instantly in Slack when a customer shows signs of disengagement, allowing them to step in before it’s too late.
The alert system has been a game-changer. Previously, a customer could slowly stop engaging with the product without anyone noticing. Now, if someone who was active suddenly drops off, the team is instantly aware and can take action—whether that means offering a check-in call, sending relevant documentation, or even running a mini-training session to help them get back on track.
The Outcome: Proactive, Data-Driven Customer Success
Since rolling out June, Luminovo’s approach to customer success has completely changed for the better:
- Fewer surprises, more control:** Instead of getting blindsided by churn, the team can now see early warning signs and take action before it happens.
- Smarter customer interactions: CSMs now have all the insights they need before talking to a customer, making their calls and emails way more relevant and impactful.
- Better feature adoption:** by identifying which features are underused, the team can guide customers toward valuable functionality they might be missing out on.
- Higher retention rates: more engaged customers mean fewer churned accounts, leading to stronger long-term relationships and more predictable revenue.
With June, Luminovo has shifted from being reactive to proactive. Now, they don’t just track customer engagement—they actually drive it. The combination of real-time insights, smart alerts, and data-driven outreach has empowered their team to take a hands-on approach to customer success. Instead of scrambling to save customers at the last minute, they’re building habits that keep users engaged from day one.
For any growing SaaS company, keeping customers happy and engaged is just as important as acquiring new ones. Thanks to June, Luminovo can ensure that their users aren’t just signing up—they’re sticking around, growing with the product, and ultimately becoming long-term advocates.
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