# How Boomi Turned Product Telemetry Into 90% Churn Prediction Accuracy
# Source: https://quadsci.ai/blog/boomi-solved-surprise-churn
# Format: RAG-optimized full article text with YAML frontmatter

---
content_type: blog_post
title: "How Boomi Turned Product Telemetry Into 90% Churn Prediction Accuracy"
url: https://quadsci.ai/blog/boomi-solved-surprise-churn
date_published: 2026-07-01
category: Customer Story
author: QuadSci
customer: Boomi
event: Gainsight Pulse 2026
speakers:
  - Sean Murray (QuadSci co-CEO)
  - Arun Pareek (Senior Director, Global Customer Success, Boomi)
---

On stage at [Gainsight Pulse 2026](https://pulselibrary.gainsight.com/video/why-telemetry-data-is-your-churn-prediction-superpower-lessons-from-boomi/), QuadSci co-CEO Sean Murray opened with a question: raise your hand if you've been surprised by a customer churning in the last 12 months. Most hands went up. "That surprise is the problem we're going to fix today." What followed was a discussion with Arun Pareek, Senior Director of Global Customer Success at Boomi, on how one of the most complex installed bases in enterprise software went from reacting to churn to seeing it 9-18 months out.

## The Problem Is Not Data. It's Which Data.

Boomi runs 30,000+ customers, 5,000+ direct accounts, 100+ CSMs, and 2,000 renewals per year — half of them complex multi-product deals — across 10+ systems. Their prediction horizon was six months. Risk playbooks triggered too late for long-tail accounts. Surprise churn accounted for over $5M in renewal loss.

Traditional health scores cover roughly 20% of the available signal (CRM notes, tickets, NPS, relationships). The other 80% lives in the product: session frequency, feature adoption by role, module engagement, API usage, workflow completion. Boomi customers who decide to leave decide 18 months out, because the platform is not simple to migrate off. Lagging signals arrived after the decision.

Quote — Arun Pareek, Boomi: "Find the accounts renewing in the next 6 to 12 months and ask what their usage trend looks like over the last 90 days. That single question surfaces more risk than most health scores."

## Building the Intelligence Layer

QuadSci and Boomi built a unified predictive intelligence layer across Salesforce, Gong, Marketo, Gainsight, and product analytics. QuadSci Growth AI was trained on 70 billion Boomi telemetry events on Boomi's own historical renewal outcomes. Every account is scored as growth, contraction, or churn. Predictions surface eight months ahead of renewal; the Gainsight churn prevention playbook activates with a 9-18 month head start. Scores write back to Salesforce, appear in Gong deal reviews, and trigger Gainsight CTAs — no rep workflow changes. The model runs inside Boomi's environment; no data leaves their infrastructure.

## The Trust Inversion

When QuadSci scores conflict with a CSM forecast at Boomi, the question is "why is the human wrong?" not "why is the model wrong?" Monthly scores are stress-tested against three inputs: CSM forecast, manager forecast, and legacy health score. After six months of running the analysis, accounts CSMs said were safe and QuadSci said were churn actually churned. The question changed from "is the model reliable?" to "why didn't we act on it sooner?"

Quote — Arun Pareek, Boomi: "The numbers have been verified. And now we have changed human behavior because this is an irrefutable piece of evidence."

## FY25 Results

- 90% churn prediction accuracy
- $27M in surprise churn surfaced across the installed base
- 18% mitigated through early intervention
- 700%+ ROI on spend versus net dollar retention impact
- 10% improvement in forecast accuracy on renewals six months out

## Actions For Monday

1. Identify where telemetry already exists (Gainsight PX or a product analytics tool) and connect it to revenue.
2. Map usage to the renewal calendar: for accounts renewing in the next 6–12 months, examine the last 90 days of usage.

## The Principle

65% of software companies have flat or declining NRR since 2023. 77% of CEOs cite retention as the number one growth lever. 84% still report high customer satisfaction. The gap is the 80% of signal traditional health scores never see. Telemetry is truth — it shows what customers do, not what they say. 9-18 months of lead time is what becomes possible when the signal finally matches the stakes.