Customer Stories
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How Getro Builds Enterprise-Grade Customer Health Scores and Accelerates Time-to-Value through Vitally

Industry

Job Board

Touch Model

Hybrid-Touch

Roles

CS Team Lead

Industry

Job Board

Touch Model

Hybrid-Touch

Roles

CS Team Lead
January 2022
Started with Vitally
11
Users in Vitally
1900+
Users powered by Getro

Contributors

Amelia Mehaffey
Amelia Mehaffey
Customer Success and Experience Team Lead

Key Vitally Integrations

Chargebee
HubSpot
Segment

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Getro facilitates seamless connections between people and companies through its branded job board and private talent network. Trusted by over 600 customers, including VC platform teams, chambers of commerce, and career centers, Getro's automated job board and private talent network streamline the process of connecting people and companies within their network.

Challenges Faced by Getro

  • Managing exponential growth without scalable tools.
  • Lack of a dedicated platform to measure and consolidate customer data.
  • Difficulty in measuring customer health manually.

Getro's Customer Success team faced challenges in managing their growing customer base using a scattered array of tools. Without a dedicated Customer Success Platform, they struggled with manual consolidation of customer data, affecting their ability to measure customer health effectively.

Customer Success as a Revenue Driver: The Solution

  • Product and Sales team benefit from using the platform for customer sentiment and referrals.
  • Decreased customer setup times, a key metric for Getro's Success team.
  • Transforming Getro's CS team into a revenue-driving force.

Amelia, impressed by Vitally's capabilities and user-friendly interface, decided to implement it after a recommendation from a network of CSMs.

"What I liked in talking to [Vitally] is it just seemed like they were genuinely like, "What do you need? How can we support you? Is this right for you?" And I really appreciated that."

Amelia Mehaffey

Customer Success and Experience Team Lead

With Vitally in place, Getro's Customer Success team streamlined their onboarding process, reducing setup times and improving collaboration. Vitally's integration with HubSpot and its centralized platform allowed for efficient data management and improved collaboration across teams.

The platform's impact extended beyond the CS team, benefiting the Product and Sales teams. Vitally's real-time data and insights facilitated more impactful feedback to the Product team, aiding in prioritizing the roadmap. The Sales team utilized Vitally to identify potential referrals, contributing to the company's growth through customer referrals and word of mouth.

Getro reported a decrease in onboarding times since the implementation of Vitally, contributing to a more efficient workflow. The company witnessed increased expansion revenue, higher renewals, and progress towards transforming the CS team into a revenue-driving force.

Why Getro Recommends Vitally

  • Fun to use and visually appealing.
  • Vitally's customer-centric approach and genuine support.
"We're kind of embarrassing fangirls when we talk about how much we love Vitally all the time... It feels like an exciting thing… I would say it's improved our morale."

Amelia Mehaffey

Customer Success and Experience Team Lead

Amelia and her team expressed their enthusiasm for Vitally, describing themselves as "fangirls" due to the tool's enjoyable user experience and positive impact on morale. She highly recommends Vitally to other Customer Success teams, especially in startups, emphasizing the tool's ability to facilitate quick iterations and data-driven decision-making.

Getro's implementation of Vitally transformed its approach to Customer Success, enabling streamlined workflows, efficient collaboration, and data-driven decision-making. Vitally's impact extended beyond the CS team, benefiting other departments and contributing to revenue growth through improved customer referrals and word of mouth. Amelia's unequivocal recommendation underscores the platform's value in enhancing Customer Success operations, especially for startups seeking a customer-centric solution.

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