Descope Customer Intelligence Graph Implementation Case Study

This case study details Descope's implementation of FunnelStory's Customer Intelligence Graph to unify customer data across its free and paid workspaces. The document outlines the challenges faced by Descope, including the need to merge two disconnected views of customer accounts and enhance the efficiency of its customer success (CS) team. It describes how the integration of the Customer Intelligence Graph allowed for a single, queryable model of customer truth, facilitating improved tracking of account journeys from free sign-ups to paid expansions. The case study highlights key outcomes, such as an 80% reduction in manual customer service busywork and a doubling of the accounts each customer success manager can handle. Additionally, it explains how the graph provides a consistent context for AI copilots, enabling them to assist in customer interactions by grounding their responses in shared data. The document concludes with the impact of these changes on Descope's operational efficiency and customer engagement.