How GUIDEcx Drives Customer Engagement: 15% Higher Win Rate, 20% Increase in ACV, and 25% Higher Retention

GUIDEcx experienced integration overload due to the high demand from customers wanting to connect various systems, but their limited engineering resources led to a significant backlog. Initially, they attempted to manage this by building all integrations in-house as a managed service, but this approach proved unsustainable. Engineers were overburdened with creating APIs and managing different customer requirements, which diverted their focus from core functionalities and slowed down development. 

Additionally, the lack of a scalable solution made maintaining and troubleshooting integrations resource-intensive and time-consuming. These issues impacted customer retention and growth.

Workato enables GUIDEcx customers to build and customize their own integrations directly within the GUIDEcx platform. By embedding Workato’s recipe builder, GUIDEcx shifted from creating and managing integrations in-house to providing a self-serve experience for customers. This approach allows customers to quickly connect GUIDEcx with the systems they use, reduces GUIDEcx’s engineering load, and empowers teams to manage integrations without relying on GUIDEcx's support.

By embedding Workato’s recipe builder, GUIDEcx was able to scale integrations by empowering customers to build and customize their own recipes, which accelerated development and reduced support needs. This shift led to a 15% higher win rate, a 20% increase in average order value with larger clients, and a 25% improvement in customer retention. The self-serve model freed GUIDEcx’s engineers to focus on core product work, while Workato’s transparency allowed customers to manage integrations independently, laying a strong foundation for further growth in integrated systems and customer engagement.