Case study · B2B SaaS

From twelve stalled pilots to AI in governed production

A scaling B2B SaaS company had AI experiments everywhere and ROI nowhere. We moved the highest-value use cases into governed production — and put a number on each.

6 mo

to first measurable ROI

use cases live & governed

+22%

support deflection

Figures illustrative of typical engagements.

The challenge

The company had run a dozen AI proofs-of-concept across support, sales and product. None had shipped to production, none had an owner, and the board could no longer tell which were worth funding. AI had become a cost centre with a credibility problem.

Our diagnosis

A two-week assessment scored AI, data and governance maturity and inventoried every pilot. The pattern was clear: strong ideas, no production path, and a data layer too fragmented to trust.

No production owner or go-live path for any pilot

Governance and monitoring entirely absent

Customer and product data siloed across four systems

The implementation

Prioritise the portfolio

Ranked use cases by value and feasibility; funded a shortlist of three.

Build the foundation

Unified the data layer and stood up ISO 42001-aligned guardrails.

Ship with human-in-the-loop

Took support, knowledge and lead-qualification agents live, measured against baseline.

Scale on evidence

Expanded coverage once each case proved ROI.

The outcome

Within six months, three AI use cases were live, governed and measured. Support deflection rose 22%, qualified-lead response dropped to minutes, and — crucially — the board had a single dashboard showing exactly what each investment returned.

Dashboard snapshot · AI Transformation

See the live dashboard →

+22%

support deflection

6 mo

to first ROI

governed use cases

100%

cases measured

Figures illustrative of typical engagements.

Lessons learned