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LumenCustomer support

Cohort heatmaps explained why churn was hiding in onboarding.

Lumen knew churn was creeping but not where. Klaru's retention grids exposed a week-two drop tied to slow first responses — fixing the handoff lifted 90-day retention by double digits.

Lumen team at work

The results

0 pts

90-day retention gain

0%

Faster first response

Lumen's live revenue boardLive in Klaru
“The cohort heatmap made the leak obvious in thirty seconds. We'd been guessing for two quarters — Klaru just showed us.”

Owen Tanaka

Director of Support, Lumen

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