Engagement Intelligence and Impact Storytelling

The Problem

Customer success teams working with nonprofits need two things going into every client review: a clear picture of who is actually engaging with the platform, and compelling stories about what that engagement has produced. Before this tool existed, both required significant manual effort.

Getting the engagement picture meant pulling data from multiple places, combining it, and making sense of it by hand. Building an impact narrative meant going back into that same data, finding the relevant highlights for a specific nonprofit or user, and writing something coherent from scratch. For a team managing a large portfolio of nonprofits across multiple funders, doing this before every quarterly review was eating hours that should have been spent with clients.

Practitioners report that CSMs spend anywhere from one to four hours preparing materials for a single client review. Multiply that across a large portfolio and you have a significant chunk of every quarter going to prep work that could have been time with clients.

What I Built

A Retool portal with two connected tools built on top of engagement and survey data.

Data Insights gives CS a ranked view of every nonprofit in a funder’s cohort. It pulls engagement activity across the platform and scores each nonprofit using a weighted system: a coaching call carries more weight than a resource view, which carries more weight than a passive login. The result is a ranked list that shows at a glance who is most active, what they are doing, and where engagement is falling off. CS can see this without pulling a single report or touching a spreadsheet.

Impact Builder lets CS select a nonprofit or individual user, choose which data to pull, and generate a tailored AI narrative in one of five formats:

• Capacity Growth Journey: a narrative arc showing how the organization has developed over time
• Mini Case Study: a structured story built for external sharing
• 1:1 Coaching Highlight: a focused narrative around coaching engagement and outcomes
• Build Your Own: CS writes the task themselves while the context is pre-loaded from the data
• Data Dump: exports the raw data formatted for use in any external AI tool

Every format pulls the real data for that organization and runs it through a pre-built prompt designed to produce something specific and usable, not a generic summary.

How It Works

1. CS opens the portal and selects a funder cohort
2. Data Insights surfaces the engagement rankings automatically, with no manual data pull needed
3. To build a story, CS selects a nonprofit or user and chooses which data to include
4. They pick a narrative format and the Impact Builder generates the story using AI
5. The output is ready to copy directly into a presentation, campaign, or report

The Outcome

CS now walks into every quarterly review with a clear picture of nonprofit engagement and a set of ready-to-use narratives without spending hours preparing. Marketing has picked it up for campaigns. Others use it for sales stories and internal reporting.

The tool turned something that was ad hoc and time-consuming into something repeatable. The data is always there. The stories are always ready.