Customer Stories
+

Grata Operationalizes Customer Data to Drive GTM Strategy & Develop Institutional Knowledge with Vitally

Industry

Data & Intelligence

Touch Model

Hybrid-Touch

Roles

Director of CS

Industry

Data & Intelligence

Touch Model

Hybrid-Touch

Roles

Director of CS
May 2021
Started with Vitally
17
Users in Vitally
1,700+
Users powered by Grata

Contributors

Domila McFarlane
Domila McFarlane
Customer Success Director

Key Vitally Integrations

Stripe
Vitally Analytics API
HubSpot
Intercom

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Grata, a leading company intelligence engine, empowers dealmakers to find, qualify, and engage the right customers and companies for their business. With clients like OneMedical, Providence Equity, and Trilogy, Grata provides unparalleled information and access driving the private economy.

Challenges Faced by Grata

  • Lack of a succinct way to track customer engagement metrics.
  • Inability to operationalize customer data.
  • Limited visibility into customer health and changes over time.
  • Customer Success team tracking engagement in an inadequate Google Sheet.
"[Google Sheets] really didn't give us the ability to properly identify, and properly connect and build those relationships that we were looking for with our customers."

Domila McFarlane

Customer Success Director

Operationalizing Customer Data: The Solution

Grata addressed these challenges by leveraging Vitally, a dedicated Customer Success Platform. This move helped them:

  • Scale Customer Success processes and CSM bandwidth through automation.
  • Provide expanded visibility into customer data, supporting the GTM strategy.
  • Surpass goals around key metrics, such as NPS, where data was previously unavailable.

Results & Impact

  • Grata's NPS exceeded their goal after implementing Vitally, showcasing a significant return on investment (ROI); and company-wide visibility into NPS responses through Vitally's Slack integration.
  • Enhanced operationalization of customer data for strategic decision-making.
  • Utilization of Vitally's features, including Playbooks, to automate processes and improve customer onboarding.
"Now that we've actually implemented Vitally, it's been great to see the response from the company at large…they're really happy with the choice."

Domila McFarlane

Customer Success Director

Key Success Metrics

  • Tracking and addressing critical metrics, such as single-user seats, that were not previously on their radar.
  • Identifying and nurturing customer evangelists, tracking progress toward goals.
  • Playbooks, along with other Vitally features, supporting the development of institutional knowledge.
"It's a shame that we didn't have [Vitally] beforehand because I think that we would have been in a much stronger position starting out 2022."

Domila McFarlane

Customer Success Director

Grata recommends Vitally to other Customer Success teams for its responsive support, continuous innovation, and growth potential. Vitally proved instrumental in transforming Grata’s Customer Success operations, addressing challenges, and achieving their desired outcomes. Grata's success highlights the importance of a dedicated Customer Success Platform for building meaningful relationships and driving business growth.

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