How Frontify Scaled Onboarding, Ongoing Engagement, and QBRs with an AI Interface

Frontify is a cloud-based brand-building platform that combines DAM, brand guidelines, and templates into one collaborative source of brand truth. Its Customer Success team serves both self-guided and enterprise customers, and holds every customer-facing experience to the same high bar for brand and design as the product itself.

The Challenge

As Frontify's customer base grew across self-guided and enterprise segments, Customer Success had no scalable way to run the post-sale experience. Onboarding, ongoing engagement, and business reviews were manual, fragmented, and hard to personalize.

What was breaking:

• CSMs relied on static content and disconnected tools to guide customers.
• QBRs were slide decks that took heavy preparation and couldn't be reused, automated, or delivered on demand.
• Rich customer data across CRM, product usage, and conversations sat in silos and went largely unused.
• Product updates were spread across Slack, slides, and docs, and a fixed monthly list of four or five updates was never the right four or five for thousands of different accounts.
• Generic dashboards and rigid CS tools were ruled out: every experience had to be fully on-brand, without pulling in product or design teams.

Frontify needed one foundation that could make onboarding, ongoing success, and QBRs scalable, while keeping every experience personalized, automated, and on-brand.

We have thousands of accounts, so we don't know what's relevant to who. The four or five updates that I choose might not be the ones that are relevant for that account.

The Solution

Frontify used EverAfter by Base AI to build a single, AI-powered customer hub that covers onboarding, ongoing engagement, and business reviews from one foundation. Customer data, content, and communication now live in one on-brand experience, tailored by segment, use case, and maturity.

Using a no-code AI solution like EverAfter by Base AI gave us the freedom to design any experience. I don't need to go to our design or product team anymore. I can translate what I have in my head directly into the hub.

• Designed in AI Studio: The CS team builds and evolves highly visual, on-brand layouts on its own, with no product or design resources, adapting them to each segment, use case, and maturity level.
• Guided onboarding and adoption: Customers follow an onboarding plan and workspace setup inside the hub instead of chasing static content.
• A learning library that works like Netflix: Frontify's library of 80 feature videos is searchable and filterable by product area, and the hub surfaces three new videos on every visit to spark discovery.
• Product highlights that replace slides: Every update lives in one filterable widget, by date, category, and status such as launched or beta, so customers see what matters to them and CSMs can pull up exactly what a conversation needs.
• On-demand QBRs: Customer performance and progress sit directly in the hub, so business reviews run on live insights instead of rebuilt decks, for scaled and enterprise accounts alike.

See the QBR experience

The Results

We noticed a dramatic drop in support tickets because customers were able to find solutions on their own.

Frontify reports a +90% engagement rate on the hub. Instead of static lists, customers now get personalized resources and product updates surfaced by relevance. “When you deliver content like this, people tend to click more. It creates much more curiosity,” said John Gaspar, Director of Scale Customer Success. Searchable learning resources and contextual updates also cut reactive support: customers find answers on their own, without waiting on CS.

Inside Frontify, slide preparation and one-off customer communications gave way to self-serve experiences, freeing CSMs for higher-value, strategic conversations. The hub also became a shared interface across teams. “Now we're seeing interest from other departments, product, marketing, even sales, who want to use the hub with customers,” John said. “Our customers have told us that they feel more connected to our brand. They can easily find the resources they need.”

What's Next

With onboarding, engagement, and QBRs running from one hub, Frontify is building on the same foundation:

• More teams on the hub: Product, marketing, and sales are asking to use it with customers and partners.
• Deeper personalization: Tailoring content and updates further by segment, use case, and maturity.
• Faster feedback loops: Using customer engagement in the hub to shape what Customer Success builds next.

“The key to a successful customer-led experience is adaptability and collaboration,” John said.