How Flosum Broke Through the CS Ceiling

Key Takeaways

• Turn customer data into competitive advantage
  Magnify surfaces real customer switching insights instantly—giving teams proof, not positioning, in live deals.
• Win competitive deals with evidence, not assumptions
  Flosum replaced generic messaging with specific, credible reasons customers chose them over a competitor.
• Surface insights in minutes, not weeks
  What once required manual digging across CRM, support, and historical data was delivered instantly by the AI Research Assistant.
• Strengthen deals with real customer proof
  By identifying relevant reference customers and switching patterns, the team shifted conversations from features to outcomes.

Turning Customer Intelligence into Competitive Advantage

Flosum deployed Magnify's agentic AI platform to run automated CS programs, sharpen retention forecasting, and unlock competitive intelligence — turning their post-sales motion into a scalable revenue engine.

‍

The Challenge

A talented team hitting a scaling ceiling

As Flosum's customer base grew, CSMs spent more time reconciling data from disconnected tools than talking to customers. Risk surfaced too late. Expansion opportunities passed unnoticed. Adding headcount wasn't the answer — Flosum needed a system that could scale underneath their team.

‍

The Solution

Three ways Magnify changed the game

Brian Evans, Director of GTM at Flosum, leveraged Magnify’s AI Research Assistant to uncover answers in minutes.

Using Magnify, the team:

• Identified customers who had previously left the competitor to invest in Flosum
• Analyzed documented pain points that drove the switch
• Uncovered specific themes in churn from the competitor
• Instantly surfaced potential reference customers to strengthen the deal

What traditionally would have required manual digging through CRM notes, support tickets, and historical data was delivered instantly through Magnify’s AI-powered research capabilities.

‍

The Insight: Real Competitive Proof, Not Assumptions

Magnify provided:

• A detailed list of former customers of the competitor
• Clear summaries of their switching reasons
• Context around competitive dissatisfaction
• Actionable recommendations for who to approach as references

Instead of speculative positioning, the rep could now say:

“Here’s why companies like you chose us over them — and here are customers you can speak to directly.”

That level of specificity transforms a competitive narrative.

‍

The Impact: A Huge Win for the GTM Team

According to Brian:

“This is a HUGE win for our team to be able to mine this data from existing customers.”

Why it mattered:

• The rep gained confidence in a live deal
• The team armed themselves with competitive intelligence instantly
• Reference identification became proactive instead of reactive
• The deal conversation shifted from features to proven outcomes

Magnify turned internal customer data into a competitive weapon — in real time.

‍

Why This Matters for Revenue Teams

Most companies sit on valuable competitive intelligence without realizing it.

Customer conversations, churn notes, support tickets, and CRM history contain insights that can:

• Strengthen active deals
• Improve competitive positioning
• Shorten sales cycles
• Increase win rates

The challenge isn’t lack of data.
It’s the inability to surface it quickly when it matters most.

Magnify changes that.

‍

From Customer Data to Competitive Advantage

By leveraging AI to mine historical customer intelligence instantly, Flosum’s GTM team was able to:

• Act decisively in a live competitive opportunity
• Strengthen positioning with real customer proof
• Turn internal data into revenue acceleration

In competitive deals, timing is everything.

Magnify ensures the right insight is available at exactly the right moment.