How FrankieOne Embeds AI Analytics to Scale Customer Value

The Challenge: Manual Reporting Limits Scalability and Insight

Like many fast-growing SaaS companies, FrankieOne found itself caught in the classic analytics trap: the more successful they became, the more their manual reporting processes buckled under pressure. What started as manageable Excel-based workflows quickly became a bottleneck that threatened to slow their momentum.

The company had tried to solve this problem before. They'd implemented QuickSight for about two years, but it created more frustration than insight. The fundamental issue wasn't just the tool—it was the dependency it created. Every question, every drill-down, every "why is this number what it is" inquiry required going through their data team.

The limitations went deeper than just internal frustration. QuickSight's inability to support meaningful exploration meant that when stakeholders saw concerning metrics—like a 40% pass rate on customer onboarding—they hit a wall. They couldn't dig deeper to understand the underlying causes or identify patterns that might explain the variance.

For a company whose entire value proposition centers on helping customers onboard their own customers seamlessly, this lack of analytical agility was more than an inconvenience—it was a competitive disadvantage. FrankieOne needed a solution that would not only solve their internal analytics challenges but also extend those capabilities to their customers through their portal. FrankieOne's approach to solving their analytics challenge was refreshingly practical. Instead of getting caught up in feature lists or vendor promises, they focused on what actually mattered: could their team use it without constantly asking for help, and could they embed it seamlessly into their customer portal?

The Solution: ThoughtSpot Embedded Delivers Self-serve insights

The answer came quickly when they tested ThoughtSpot. Within the first demo session, FrankieOne’s Senior Product Manager, KYC and Data, Vanessa Fierens, was able to complete the five to ten most common analytical tasks her team needed to perform—without training, without documentation, and without calling in favors from the engineering team.

With ThoughtSpot, it was pretty easy to use from the start. The natural language search at the center was really important.

Vanessa FierensSenior Product Manager, KYC and DataFrankieOne

The implementation strategy focused on two parallel tracks: internal adoption and customer-facing deployment. For internal use, the emphasis was on empowering teams across finance, customer success, and product to find their own answers instead of creating tickets for the data team. The natural language search capability meant that asking "what's our customer onboarding pass rate by region this month?" was as simple as typing that exact question.

For customer-facing deployment, FrankieOne's customers needed to understand their own onboarding performance, pass rates, and user patterns. Rather than building custom dashboards from scratch—a months-long engineering project—they could embed ThoughtSpot directly into their existing portal.

The technical integration was surprisingly straightforward, but the business impact was transformational. FrankieOne could now offer their customers the same analytical capabilities they used internally, creating a seamless experience where customers could drill down into their data, understand performance patterns, and make informed decisions about their own onboarding processes.

The implementation wasn't just about replacing one tool with another—it was about fundamentally changing how FrankieOne approached analytics both internally and for their customers. The team prioritized three core capabilities that would address their most pressing needs:

• Deep drill-down functionality alone solved the most frustrating limitation of their previous setup. Now, when someone saw an anomalous pass rate or unexpected trend, they could immediately explore the underlying data, identify contributing factors, and understand the context behind the numbers. This wasn't just a nice-to-have feature—it was essential for a company that helps customers optimize their own onboarding processes.
• Proactive anomaly detection: Beyond the core analytics functionality, FrankieOne implemented ThoughtSpot's alerting system to create proactive monitoring capabilities. Rather than reacting to problems after they'd already impacted multiple customers, they could be alerted to issues as soon as they emerged, often before customers were even aware there was a problem.
• Seamless embedded analytics required careful attention to user experience. It wasn't enough for the functionality to work; it needed to feel like a natural extension of FrankieOne's existing portal. The visual consistency and intuitive interface were crucial for customer adoption.

The Impact: Six-Figure Annual Productivity Savings

FrankieOne replaced manual reporting with embedded analytics, delivering six-figure annual productivity savings internally while enabling customers to self-serve insights—reducing inbound questions and accelerating issue resolution

The transformation at FrankieOne wasn't just about better charts or faster queries—it was about fundamentally changing how the organization operated and how they delivered value to their customers. The shift from reactive reporting to proactive analytics created ripple effects throughout the entire business.

Key outcomes include:

• Eliminated thousands of hours of manual reporting work annually, freeing up the data team to focus on strategic initiatives rather than ad-hoc requests
• Enabled 232 hours per week of productive analytics work by power users who previously couldn't access insights independently
• Integrated proactive business alerts with Slack and Teams, enabling immediate response to customer onboarding anomalies and performance issues

The most significant win wasn't internal efficiency—it was the ability to extend analytics capabilities directly to customers through the embedded portal functionality. This created a competitive advantage that went far beyond cost savings or operational improvements.

The biggest win has been keeping it in the portal and having it available to our end customers. And we got that out relatively quickly.

Vanessa FierensSenior Product Manager, KYC and DataFrankieOne

This customer-facing analytics capability transformed FrankieOne's value proposition. Instead of providing customers with static reports or requiring them to request custom analysis, customers could now explore their own data, understand their onboarding performance in real-time, and make data-driven decisions about their processes. This shift from service provider to platform enabler positioned FrankieOne as a more strategic partner in their customers' success.

The internal impact across FrankieOne was equally significant. Teams that previously spent days waiting for reports could now get answers in seconds. The natural language search meant that asking complex questions about customer behavior was as simple as typing a question. This democratization of data access created a more agile, responsive organization that could adapt quickly to changing market conditions and customer needs.

What's Next for FrankieOne

FrankieOne's success with ThoughtSpot Embedded has opened up new possibilities for how they deliver value to customers and differentiate themselves in the competitive identity verification market. The immediate focus is on expanding the commercial potential of their enhanced analytics capabilities.

The team is exploring how to package analytics as a premium offering, creating tiered access that provides basic insights for all customers while offering advanced analytical capabilities as an upgrade.

Beyond monetization, there's a significant opportunity to make the analytics experience even more intuitive and accessible. The team plans to make Spotter—ThoughtSpot's AI-powered search assistant—more prominent within the portal interface, reducing the learning curve for new users and encouraging broader adoption across their customer base.

Looking ahead, FrankieOne sees embedded analytics as a key differentiator in their market. As identity verification becomes increasingly commoditized, the ability to provide customers with sophisticated, real-time insights into their onboarding performance creates sustainable competitive advantage.

The success of their ThoughtSpot implementation has proven that customers value analytical capabilities as much as core verification services, setting the stage for continued innovation in how they deliver data-driven value to their market.