Pleo Deciphers Their Customer Base with Data-Driven Automation

Pleo, a prominent provider of spend and expense management solutions for European-based companies, encountered challenges related to customer understanding, onboarding efficiency, and data visibility. By partnering with Vitally, Pleo aimed to overcome these hurdles and enhance its customer success operations.

"We wanted to try out a new [Customer Success Platform], some new player on the block who could give us an edge. [The platform] that fit our culture and our needs the best was Vitally."

Nikolas Artadi

Business Solutions Analyst

Challenges

1. Limited Customer Insight: Pleo lacked clarity about its customer base and faced difficulties understanding customer needs and churn reasons due to fragmented data management.
2. Inefficient Onboarding: The absence of suitable tools or platforms hindered Customer Success Managers' (CSMs) ability to experiment, grow, and provide optimal service to customers.

"The moment where we really hit the wall was when we noticed that our CSMs could not move... We needed to understand the current health of our customers, and a CRM wasn’t making the cut anymore."

Nikolas Artadi

Business Solutions Analyst

Solution

Pleo selected Vitally due to its seamless integration capabilities, clear depiction of customer health, and support for data-driven decision-making. Vitally's platform facilitated easy integration with Pleo's existing tech stack and provided CSMs with comprehensive insights into customer data, enabling them to anticipate needs and make informed decisions.

Results

1. Enhanced Customer Insight: Vitally enabled Pleo's CSMs to gain a better understanding of customer behavior, product usage, and health status, leading to improved customer engagement and retention.
2. Efficient Operations: Pleo leveraged Vitally's automation capabilities extensively, streamlining tasks such as assignments, engagements, and notifications. This resulted in more efficient operations and timely interventions with at-risk customers.

Recommendation

“I have worked with a total of six Customer Success tools now, Vitally being the sixth. [Vitally] stands out when it comes to flexibility and power [of its] automation. I also think it's very useful when it comes to bringing in a lot of different data sources."

Peter Sterkenburg

Revenue Operations Manager, Tech and Infrastructure

Pleo highly recommends Vitally to other Customer Success teams due to its comprehensive customer insight, plug-and-play integration capabilities, and support for their tech-touch model. The flexibility and power of Vitally's automation features make it a valuable asset for any organization seeking to enhance its customer success operations.

In conclusion, Vitally has played a pivotal role in Pleo's journey towards achieving its customer success goals, providing a robust platform for data-driven decision-making and customer engagement.