## The Problem
James launched CraftBox in early 2023 as a design asset tool for freelance designers. By August, he had 67 paying customers and a troubling pattern: every month, 5-6 customers would leave, and he'd never see it coming.
"My revenue was stagnant. I'd add new customers, but I'd lose almost as many. I was running to stay in place."
## The Solution
James connected CraftBox to PulseCheck and discovered something surprising: most of his churning customers had very low engagement scores weeks before they canceled.
"They'd signed up, maybe used the tool once or twice, and then just... ghosted. I had no way to know until they were already gone."
He started using PulseCheck's daily digest to spot at-risk accounts and set up an automated "re-engagement" email sequence for customers who dropped below a health score threshold.
## The Results
- **Protected $8,200 in monthly MRR** from expected churn - **Reduced monthly churn from 9% to 4.3%** - **Re-engaged 14 dormant accounts** in first 90 days
"I didn't need a fancy customer success team. I needed a system that told me who to focus on. PulseCheck is that system."
CraftBox now uses health scores to guide all customer communications. "Every email I send is informed by the health score. It's changed how I think about retention."