Vitally

What is Vitally?

Vitally is our customer success platform, which we use to manage our customer relationships more effectively. It helps us track key metrics and the overall customer journey. With Vitally, we get comprehensive insights into customer health, engagement, and satisfaction, enabling our teams to proactively address issues and drive customer success.

Customer Success Managers (CSMs) are Vitally's primary users; however, all customer-facing teams can and should use and benefit from the data and insights it provides.

How We Use Vitally

We utilize Vitally in the following ways:

1. Monitoring Customer Health:

Customer Health Score

• We use Vitally to monitor customer health scores by analyzing metrics like usage, engagement, and
• This helps us identify at-risk customers so we can take steps to improve their experience.
• It also helps us identify opportunities for expansion by engaging with customers who have positive health scores and high utilization.

2. Engaging with Customers:

• Vitally, in combination with Looker, and Big Query allows us to monitor how engaged our customers are. Monitoring utilization like Mau/Seats Purchased, MAUS, DAUS, etc
• We can use these insights to tailor our communication and support strategies, ensuring better customer retention.
• Templates for releases, enablement, and more can be created to communicate with customers directly out of Vitally. Allowing us to see if the customer has engaged with the communication.

3. Managing Tasks and Indicators

• We can create and assign tasks related to customer success activities within Vitally.
• Indicators can be assigned to accounts based on specific data points that are flagged. These indicators can highlight opportunities for growth (positive indicators) or call out poor health and/or utilization (risk indicators).
• This helps us track progress and ensure tasks are completed on time, keeping our customers happy.

4. Reporting and Analytics: