Gladly × Ollie
Gladly x Ollie: From weekend churn to 45% save rate
15% cost reduction and 30% efficiency gain in 3 months
Reactive ticket chaos to proactive relationship management
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Why it works
The case study leads with a specific, relatable failure scenario (Saturday night cancellation going unanswered until Monday) that any subscription CX leader will recognize, which grounds abstract platform claims in concrete stakes. The metrics stack is unusually broad and specific, covering cost, efficiency, retention, acquisition, and AI resolution in ways attributable to this customer. The 'Watchdog' dashboard detail showing CX data feeding product quality control is a genuine mechanism story that elevates the piece beyond a features list.
Steal this
Open with a single, time-stamped failure scenario that the target reader has personally lived. Ollie's Saturday-night-cancellation opening does more emotional work in two paragraphs than most case studies do in their entire before-state section.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Gladly's published work; we link to the source and lead with our analysis.