ComplianceQuest is a global leader in AI-powered solutions that help enterprise companies  manage and improve their processes for building products, maintaining safety, ensuring quality, and working with suppliers through a single, intelligent system.

The Challenge

Managing risks, influencing better customer outcomes, and keeping retention high.

ComplianceQuest customers are in highly regulated industries ranging from pharmaceuticals and life sciences, to aerospace, automotive, and manufacturing. Customers depend on ComplianceQuest’s broad product suite of more than 20 modules to navigate strict compliance frameworks with little room for error.

“Initial implementation is the biggest challenge,” says Jim Brookshire, senior director, customer success. “Quality professionals don’t always have a technical background, and many have never implemented enterprise software. We help bridge that gap with focused meetings to guide them away from over-customizing toward using more out-of-the-box functionality.”

The Process

Turning customer “risk words” into an early warning system with ChurnZero AI.

“The key to our success,” says Jim, “is being a trusted adviser.” 

With the additional economic pressure of startup-heavy customer segments, Jim’s team of 12 CSMs, supported by a customer success engineer and two project managers, takes a highly proactive approach, using ChurnZero to manage churn risks, influence better customer outcomes and keep retention high.  

Earlier this year, Jim saw that ChurnZero’s Engagement AI, which automatically analyzes sentiment and surfaces topic trends across customer interactions, could help flag hidden churn risks.  

Jim recognized that Engagement AI’s ability to surface “risk words”—language expressing frustration or referencing competitors—gave his team an early warning system allowing them to intervene early with a team tailored to each customer’s pain.   

“For example,” says Jim, “Engagement AI flagged that a longtime, strategic customer was expressing subtle signs of frustration. While they continued to pay invoices and provide references, phrases like ‘this is frustrating’ appeared in their support emails. This insight helped us recognize underlying concerns early and quickly alert our product team to address the issue before it escalated.”  

“Now, we look at the top interaction topics that Engagement AI identifies in each customer account and we let that drive our monthly cadences,” says Jim. If we see product requests as the top topic, we bring someone from product to the next meeting. If the top topic is risk-related, or we get hints that they’re talking to competitors, we’ll bring in our chief strategy officer.” 

“It really builds that trust factor: our customers see that we’re listening, that we have people to support them, and that our C-suite will step in to make sure they get what they need.”  

For their next step, Jim’s team is setting up alerts starting with risk topics, so stakeholders are notified as soon as new concerns appear. They’re also influencing long-term planning by sharing topic data with product marketing, and analyzing topic trends by product module. 

The Impact

The benefits of ChurnZero AI are clear:

Although CQ has only been fully using Engagement AI for 60-90 days, the benefits are already visible. 

• Earlier detection of risk signals in customer sentiment. 

• More targeted, cross-functional involvement in customer conversations. 

• Stronger alignment between CS, product, support, and executives. 

 This has been an eye-opener for us,” says Jim. “We never thought about it at the level of having emails and meeting notes interrogated automatically.  

“We’re embracing AI across the company and everyone is starting to see how we can leverage this. Our CEO is logging in to ChurnZero. Our AEs are spending more time in there. It’s raised the visibility of our team significantly.” 

“Over time, people are really starting to take notice of what we’re doing with ChurnZero and the value we’re getting from the system—and I’m not getting questioned come budget season.”