{"id":27651,"date":"2024-04-12T22:15:36","date_gmt":"2024-04-12T22:15:36","guid":{"rendered":"https:\/\/userpilot.com\/blog\/osano-case-study-churn-reduction\/"},"modified":"2026-04-10T09:55:54","modified_gmt":"2026-04-10T09:55:54","slug":"osano-case-study-churn-reduction","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/osano-case-study-churn-reduction\/","title":{"rendered":"[CASE STUDY] How Osano Uses Userpilot to Push for More Upgrades and Product-Led Growth"},"content":{"rendered":"

Arlo Gilbert, the founder and CEO of Osano<\/a>, an easy-to-use data privacy platform, initially signed up to Userpilot<\/a> to build their new user onboarding<\/a><\/strong>. But it wasn\u2019t long before he realized Userpilot could play a bigger role for their product team. Userpilot empowered Osano’s product team to build various components in their app, such as upgrade screens, to fight delinquent churn<\/strong> and push for expansion revenue<\/a> faster. <\/strong><\/p>\n

\u2018The onboarding was the initial component, but we quickly realized Userpilot is just a user interface builder \u2014 so we could do with it whatever we want.,\u2019 said Arlo. \u2018It\u2019s a blank canvas for our product managers to get creative.\u2019<\/p>\n

Pushing for expansion revenue faster with no-code upgrade screens<\/h2>\n
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Arlo noticed that the flexibility Userpilot gave them could be used to experiment with various upgrade screens on the fly without engaging the engineering team. This would massively reduce the turnaround time while also achieving a \u2018significant increase in upgrades\u2019 and a reduction in delinquent churn.<\/p>\n

\u2018There are pieces of product that inevitably interfere with the application delivery if we ask the engineers to do them. And so – if I decide to have an \u2018upgrade<\/a>\u2019 dialogue window somewhere, I have to spec it out with the engineering team, I have to fit it into the sprint, they\u2019ve got to deliver it, and then if I need any changes to it, it\u2019s back to that cycle.\u2019 said Arlo.<\/p>\n

\u2018That\u2019s good when you\u2019re delivering your core product functionality because you want to make sure your product is well-tested, but it\u2019s not that great if you\u2019re trying to test an upgrade dialogue<\/strong>. What we really needed was for our product team (and our product marketing team) to be able to build components in the application in a no-code way, that would match our application, and look like part of our application.\u2019<\/p>\n

Osano\u2019s upgrade and billing components are now all built-in Userpilot.<\/p>\n

Collecting overdue billing and fighting delinquent churn<\/h3>\n

\u2018We use Userpilot for collecting overdue billing.\u2019 – said Arlo. \u2018We also use some pretty advanced capabilities like e.g. embedding javascript functions so the dialogues are more than just some buttons. We synchronize our CRM fields so when the account is overdue, we progressively go from a nice little dialogue to taking over their screen, depending on how delinquent they are.\u2019<\/p>\n

Once a user hits their account limits, Osano shows them various dialogue windows and screens encouraging them to upgrade their account<\/a>. <\/strong><\/p>\n

\u2018This has a huge impact on the accounts receivable. Annoying the end-users is incredibly effective because they then go to their billing person to remove the notice from their account. It has a positive impact on the collection.\u2019<\/p>\n

Providing the right support for a complex product = cutting support chat requests by 25%<\/h2>\n

Easy-to-build paywalls and upgrade screens are not the only way Osano benefits from Userpilot today. They also use it heavily to provide support for their users.<\/p>\n

\u2018Our products are complex\u2019 said Arlo \u2018so we need to make sure people understand our team is there to help them, and that we have great documentation – that\u2019s why the Resource Center <\/a>became helpful.\u2019<\/p>\n

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The end goal of implementing the Resource Center for Osano was to help people use more of our features \u2018and ultimately, to drive PLG,\u2019 said Arlo.<\/p>\n

\u2018We have seen a substantial decrease in repeated questions once we implemented the Resource Center. Since moving our support chat trigger to the Resource Center, the user needs to first reach a certain page where they can find relevant documentation, proactive tips, etc.\u2019<\/p>\n

Osano uses Userpilot\u2019s page-triggering capabilities to push certain support articles to users once they\u2019ve reached a certain page: \u2018This is around 90% of the questions that people ask on this page.\u2019 said Arlo in regards to a particular support article. \u2018We\u2019ve seen a reduction in tickets and chat requests by 25% This helped us reduce support costs, and provide a better experience for the end-user because they can self-serve and ask the questions right then. Our users love the resource center – the feedback and data suggest it works well.\u2019<\/p>\n

Feedback and annoucements<\/h2>\n

Another way how Osano has leveraged Userpilot\u2019s no-code builder is for collecting user feedback and building in-app announcements.<\/p>\n

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Arlo also plans to use Userpilot\u2019s checklist features more as a means to push more users to explore secondary features of the product.<\/p>\n

Summary<\/h2>\n

Osano uses Userpilot\u2019s features for several use cases:<\/p>\n