Fixing The Data Layer = Anything's Possible

This leader in the media monitoring space uses ongoing managed services for improvements across the business, with real impact.

5%

Renewal Revenue Lift with 15% SG&A savings

Every business challenge has a data layer beneath it.

For Critical Mention, a PE-backed leader in earned media monitoring, growth pressure made that layer impossible to ignore, but admin work, shaky data integrity, and manual renewal processes meant quote-to-cash wasn't working as hard as the business needed it to.

The Challenge: Unclear Decisions

Data integrity issues undermining trust in the numbers. Reporting and decision-making suffered when leadership couldn't be confident the numbers were right.
Storage and admin overhead with no proportional value. Costs kept accumulating without making the platform any more useful.
Renewals that depended on manual intervention. A process that should have run itself required hands-on work every time.

How They Got There: Starting With The Data

Our approach has followed the same principle across five-plus years: start with the foundation, then build systematically.

Phase one focused on quoting enhancements and the underlying data, including pricing and product catalog configurations and renewal cycle complexity. By fixing what was already there before adding anything new, Critical Mention had a system they could trust.

Database cleanup eliminated unnecessary storage costs and gave leadership reporting they could actually trust. Auto-renewal flows integrating with DocuSign turned a manual process into one that ran on its own, delivering a direct lift to renewal revenue.

In fact, after Onclusive acquired them in 2022, we were told the parent company said "your instance is better; we'll adopt yours instead."

The work continues in many other ways, including building in automated mid-term renewals and ensuring smooth operation so teams can focus attention elsewhere.

The Result: Annual, Incremental Improvement

A 5% renewal revenue lift and 15% reduction in SG&A are the headline numbers.

But neither came from cutting anything ... it was simply a matter of fixing the data underneath the business, which is why the improvement has kept compounding for five-plus years rather than fading after one project.

As Zack Jenkins, General Manager, North America at Critical Mention, put it: “Our numbers always line up so I know my numbers are right, and that lets me operate confidently. It's really nice this is never a problem.”