How Tendril Connect Drives Proactive Customer Engagement and Slashes Churn

In today’s subscription‑based economy, customer success (CS) teams often feel like they’re racing against the clock. Revenue depends on long‑term relationships, yet many organizations still operate reactively, waiting for customers to complain or churn before taking action. Research shows that this is a costly mistake. 

Customer engagement expert Kristen LaFrance notes that churn prevention should be part of a positive customer experience from the moment of acquisition. And industry analyses reveal that acquiring a new customer can cost five to 25 times more than keeping an existing one, while a 5 % increase in customer retention can boost profits by 25 % to 95 %. 

In other words, proactive engagement isn’t just about doing the right thing for customers, it’s a revenue lever.

The Challenge of Reactive Support

Many CS and sales teams still rely on old‑school cold‑calling and ticket‑based support, which keeps them stuck in a reactive posture. According to market research cited by Appcues, reactive churn reduction strategies have their place, but proactive approaches are far better at saving customers before they experience turbulence. 

Waiting until churn happens means you’re fixing the plane mid‑flight. When the average sales rep makes 80–100 calls per day with a dial‑to‑connect ratio of only 5 %, that translates to roughly one quality conversation per day. It’s no wonder teams feel demoralized and customers receive sporadic follow‑up.

This reactive model also undermines your data. B2B sales and CS teams depend on clean up‑to‑date contact lists, yet those lists decay quickly when reps spend their time navigating phone trees or voicemail boxes. As Invesp points out, companies often pour time and money into winning new customers while neglecting those who already know and trust the brand. The result is a leaky bucket — new revenue flows in, but existing customers quietly slip away.

Introducing Tendril Connect: Agent-Assisted Dialing Built for Speed and Precision

Tendril Connect is a cloud‑based, agent‑assisted dialing platform designed to flip this reactive script on its head. Instead of forcing your best people to waste hours on repetitive dialing or wading through IVRs, Tendril Connect leverages a team of bilingual (English + Spanish) agents to handle the busy work. 

During a typical one‑hour session, the platform’s agents call through a list of contacts for you. They bypass AI gatekeepers, navigate phone trees, and overcome objections. Only when they connect with a live decision‑maker do they pass the call through to you.

This efficiency jump is remarkable. In a single hour, Tendril Connect logs 150 + calls and delivers eight to twelve live conversations: more conversations than a typical rep would achieve in an entire week of cold calling.

Your sellers and CS managers spend less time dialing and more time talking with qualified human beings. It’s the difference between casting a wide net and using a precision‑guided line.

How It Works

• Flawless call transfer: As soon as a Tendril agent reaches an actual decision‑maker, the conversation is transferred to your salesperson.

• Built for speed: Expertly trained agents navigate IVRs, gatekeepers, and voicemail boxes so your team can focus on selling. Sessions are short and intense, allowing CS teams to batch proactive outreach sessions into their weekly routines.

• Positive community impact: Agents operate near your time zone (Tendril employs staff in Mexico, the U.S. and Canada) and receive competitive wages, meaning you’re building local jobs while supporting your business.

• Data hygiene and enrichment: While agents are powering through your lists, the platform flags outdated or questionable or just flat out wrong data, and syncs with to keep your CRM pristine.

• Cloud‑based & CRM‑friendly: Tendril Connect integrates seamlessly with popular CRMs and sales engagement platforms, so there’s no messy rip‑and‑replace.

Turning Proactive Outreach Into Churn-Reduction Tactics

Tendril Connect’s core use case is accelerating business development and customer success outreach, and it aligns perfectly with the best‑practice recommendations of industry thought leaders. 

For example, the customer‑engagement platform GetBeamer observes that engaged customers (those with whom a brand has frequent positive communications) are far more likely to stay and recommend the product; disengaged customers are at a higher risk of churning.

By making customers feel valued through proactive engagement strategies, companies build a base of loyal users.

Predictive Outreach and Customer Health Signals

Most CS teams already track customer health scores based on usage patterns, product adoption, and support tickets. The challenge is acting on those signals quickly. According to a Totango analysis, monitoring engagement data (such as activity in the last 30 days or by usage type and role) allows teams to spot drop‑offs early and proactively reach out. 

Tendril Connect helps you operationalize this insight. When a health score drops, you can schedule a one‑hour Tendril session targeting accounts at risk and have immediate conversations with decision‑makers. Because the platform dials through your list so rapidly, even a small CS team can engage dozens of accounts in a single afternoon.

CS automation without losing the human touch

Automation is often associated with impersonal experiences, but Tendril Connect strikes a balance. You still decide who to call and when to call them — the platform simply automates the dialing and filtering. There are no robotic voices or AI bots; customers only speak to live, human agents (your team) once a connection is established. As CS practitioners know, personalization is a critical churn‑reduction tactic. 

GetBeamer highlights the importance of personalized interactions, responsive support teams, and community building. 

By freeing your team from manual dialing, Tendril enables them to spend their energy crafting thoughtful, personalized conversations.

The Proactive vs. Reactive ROI of Customer Success

To appreciate the ROI of proactive outreach, consider the cost dynamics. Invesp reports that acquiring a new customer can cost 5–25× more than retaining an existing one. Meanwhile, ClicData notes that a 5 % increase in retention can increase profits by 25 % to 95 %. 

Because Tendril Connect sessions last usually just an hour a pop and deliver eight to twelve decision‑maker conversations, the time investment per conversation drops dramatically.

Compare that to traditional reactive support, where CS teams might only interact when there’s a problem; by then, the relationship is already at risk.

Proactive calls also provide opportunities for upselling and cross‑selling. When you catch customers before they disengage, you can share new features, collect feedback, and reinforce value. 

In other words, proactively reaching out in week one sets up long‑term success.

Retention best practices amplified by Tendril Connect

Below are a few churn‑reduction best practices, inspired by CS thought leaders and empowered by Tendril Connect:

1. Engage early and often: Don’t wait until satisfaction dips. Begin outreach during onboarding to ensure new customers understand your product’s value. Tendril Connect sessions can be scheduled specifically for new customers to ensure they get live support.

2. Leverage customer health signals: Use your CRM and product analytics to identify at‑risk accounts. Totango notes that tracking drops in usage, support tickets, and negative feedback helps identify early warning signs. Build call lists around those signals.

3. Create a repeatable cadence: Because sessions are only an hour, you can embed proactive calls into your weekly routine. For example, allocate Monday sessions for high‑value renewals and Wednesday sessions for trial‑to‑paid conversions. The platform’s speed ensures you cover your entire segment.

4. Tie outreach to value realization: During calls, focus on aligning your product’s capabilities with the customer’s goals. Ask for feedback, share success stories, and offer training resources. This not only prevents churn but may also drive expansion revenue.

5. Close the loop with data enrichment: Use Tendril’s Enrich service to keep your contact data accurate.

6. Measure what matters: Track metrics like conversations per hour, conversion rate from session to renewal/upsell, and churn rate among contacted vs. non‑contacted customers. Over time, you’ll develop your own benchmarks for dial‑to‑connect ratio, customer satisfaction scores, and retention lift.

Humanize Proactive Engagement

One concern with any dialing platform is the potential for a scripted, robotic tone. Tendril Connect avoids this by ensuring that your team, not an AI, speaks with customers. Proactive outreach doesn’t need to sound pushy. Instead, approach calls with empathy:

• Listen first: Ask customers how things are going and what challenges they’re facing. Use open‑ended questions to understand their priorities.

• Provide value: Share tips or resources relevant to their goals. If a customer expresses confusion about a feature, offer to walk them through it on the spot.

• Be concise: Respect their time. Because you’re connecting at a moment of your choosing (rather than interrupting them mid‑task), they’re more receptive to a brief, purposeful conversation.

• Follow up: Send a recap email summarizing what was discussed, any commitments you made, and resources mentioned. Document feedback and update customer health notes.

By adopting a genuinely helpful tone, you turn your proactive outreach into a service rather than a sales pitch. This is the emotional glue that reduces churn.

The Bigger Picture: Building a Proactive CS Culture

Tendril Connect is not a silver bullet; it’s a tool that supports a cultural shift toward proactive customer engagement. According to Totango, churn prevention is a cost‑efficient way to boost revenue, and investing in the steps necessary to keep the customers you acquire reduces marketing costs over time. 

Rather than viewing CS as a reactive support function, forward‑thinking companies are recognizing it as a revenue lever. The combination of human empathy, data‑driven targeting, and efficient dialing allows your team to connect with more customers, more often, and with better outcomes.

In summary, modern customer success demands proactive, humanized engagement.

Tendril Connect empowers teams to make 150+ calls in an hour and hold 8–12 quality conversations, transforming what was once a week‑long slog into a powerful hour of customer outreach. 

When you combine this speed with best practices in churn reduction like early engagement, predictive outreach based on health signals, and continuous data hygiene, you shift from fighting fires to nurturing relationships. 

In a world where retaining customers is far more profitable than constantly acquiring new ones this proactive approach is absolutely essential.

Ready to See Tendril Connect in Action?

Reading about Tendril Connect is one thing; experiencing it yourself is another. A short demonstration will show you how quickly the platform’s agents cut through your call list, hand you live decision‑makers and leave your team energized. 

Scheduling a demo is simple: head to Tendril Connect’s demo page and pick a time that works for you. Our team will walk you through a real session, answer your questions and help you envision what proactive engagement could look like for your business.

Try it and understand why so many B2B teams are shifting from reactive cold calls to proactive connections. 

Book your session today to see how Tendril Connect can slash churn, amplify your revenue and re‑energize your customer success efforts.