3,800 Trial Users Called. 28% Converted to Paid. How Thrumble AI Fixed Pinnacle's Leaky Funnel.
Pinnacle SaaS used Thrumble AI to automate free trial follow-up calls, contacting 3,800 users per month within 60 minutes and increasing trial-to-paid conversion from 11% to 28%.
The challenge: $1.5M a year spent acquiring users who never converted
Pinnacle is a project management SaaS platform targeting small and mid-size businesses. They acquired 3,800 free trial signups per month through paid ads and content marketing, at an average cost of $42 per signup.
The conversion rate from free trial to paid plan was 11%. The sales team's analysis showed that users who received a personal call within the first hour of signup converted at 3x the rate of those who didn't. But with four SDRs and 3,800 signups per month, there was no way to call everyone within an hour. Most leads were contacted on day 3-4, if at all.
At $42 per signup and an 89% drop-off rate, Pinnacle was spending $1.5 million per year acquiring users who never converted.
The solution: Every trial signup called within 60 minutes
Thrumble AI calls every new trial signup within 60 minutes. The AI introduces itself, asks what the user is hoping to achieve with the platform, identifies any setup blockers, offers a guided onboarding session booking, and answers common questions about features, pricing, and integrations.
For users showing high intent (specific use case described, team size mentioned, timeline stated), the AI books a demo with a sales rep. For those just exploring, the AI sends a tailored onboarding email sequence based on the user's stated goals.
The results: The numbers speak for themselves
3,800 trial users contacted per month, every one within 60 minutes of signup.
Trial-to-paid conversion rate increased from 11% to 28%.
Demo bookings with sales reps: 640 per month, up from 190.
Average call duration: 2 minutes 5 seconds.
User feedback: 91% rated the call as "helpful" or "very helpful" in post-call surveys.
The commercial impact: $2.1M in additional ARR. CAC cut by 61%.
The conversion rate improvement translates to approximately $2.1 million USD in additional annual recurring revenue.
Cost per converted user dropped from $382 to $150, a 61% reduction in customer acquisition cost.
The four SDRs have been redeployed to enterprise sales and strategic account expansion.
Deployed in 3 weeks.
28% conversion. Every trial user called in under an hour. CAC cut by 61%. $2.1M in new ARR.
