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Supply Chain & LogisticsDataTruck
How Phi turned DataTruck's post-sale motion into a retention engine.
Logistics · Customer ExperienceThe outcome
The challenge
Sales growth was outpacing CX.
As outbound deals ramped up, DataTruck's post-sale experience struggled to keep pace. New customers faced confusing onboarding, slow time-to-value and high churn risk. With a lean internal team, DataTruck needed structured CX support that could match their growth trajectory.
01
Confusing onboarding
New customers faced a confusing onboarding experience.
02
Slow time-to-value
Customers took too long to realize value from the product.
03
Limited product education
There was limited product education available to new users.
04
High churn risk
Early users were at high risk of churning.
What Phi built
A post-sale engine that drives retention.
Phi deployed a cross-functional team of Onboarding Specialists, CSMs and Tech Support Reps, all trained in transportation tech, and stood up the systems around them.
01
CX stack setup
Intercom + Zendesk for support, HubSpot for onboarding workflows.
02
Customer education systems
1:1 onboarding sessions, on-demand product walkthroughs and webinars, plus a help center and knowledge base for self-serve.
03
Enablement layer
Created SOPs, L&D content and lifecycle frameworks, with structured handoffs for long-term team ownership.
Results
The results.
01
Faster onboarding
Faster onboarding and shorter time-to-value.
02
Reduced churn
Reduced churn through structured activation flows.
03
Improved adoption
Improved product adoption via live and self-serve education.
04
Team ownership
Internal teams now operate using Phi-built systems and training.
“Our churn curve bent the moment Phi's CS pod came in. They made onboarding a growth driver, not a cost center.”
More proof
The same machine, other markets.
The same machine, pointed at your number.
How Phi built DataTruck's post-sale engine: faster onboarding, reduced churn and improved product adoption, with a CX pod embedded inside the business.