Customer Story
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ikas Experiences Cost Savings, Company-Wide Coordination, and Data Consolidation with Vitally

Industry

Touch Model

Roles

Industry

Touch Model

Roles

March 2021
Started with Vitally
11
Users in Vitally
8,000+
Users powered by Ikas

Contributors

Mustafa Namoğlu
Mustafa Namoğlu
CEO

Key Vitally Integrations

Vitally Analytics API
HubSpot

Get Started with a Vitally Demo!

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Ikas, a headless e-commerce platform, empowers small businesses to establish multi-currency online stores and integrate with marketplaces. Mustafa Namoğlu, CEO at ikas, shares their journey of overcoming customer tracking challenges and achieving significant business growth with Vitally.

Challenges Faced by ikas

  • Inability to effectively track customer usage and activations.
  • Challenges in tracking key growth metrics, especially Net Revenue Retention (NRR).
  • Company-wide fear of unknown customer activity.
"Before Vitally, we were not really able to track whether our customers were actively using [ikas]. So since we couldn't track those [metrics] in one single dashboard, with an easy-looking user interface, we were having some issues. Since those customers were not really activated, we were facing possible churns."

Mustafa Namoğlu

CEO

Selecting the Right Solution

Ikas aimed to increase NRR and reduce churn but faced challenges in tracking key customer data. The search for a dedicated Customer Success software led them to Vitally, offering the following solutions:

  1. Centralized Dashboard: Vitally provided a single dashboard to track essential metrics like NPS, customer activities, MRR, and growth KPIs.
  2. Real-time Accessibility: All customer data consolidated and accessible in real-time.
  3. Cross-Department Coordination: Multiple departments within ikas could coordinate seamlessly within the platform.
"Vitally is the first app I check every single morning because I just simply go through the customer list just to check things like their general NPS ratings, their gross merchandise value (GMV), etc. Vitally helps me discover this super important information and data super quickly…"

Mustafa Namoğlu

CEO

Results & Impact

  • Flywheel Effect: Actively tracking customer activity with Vitally led to increased product usage, positive word-of-mouth, and a continuous revenue stream.
  • Consolidated Metrics: Vitally empowered ikas to consolidate key metrics into a single dashboard, facilitating informed decision-making.
  • Efficiency and Coordination: Multiple teams within ikas could collaborate efficiently within Vitally, resulting in substantial cost savings.
  • Churn Reduction: Vitally's preemptive indicators helped ikas identify early signs of churn, contributing to a reduced churn rate.
  • Business Value: Consolidating customer data into Vitally shed light on blind spots, resulting in tangible business value.

Why ikas Recommends Vitally

  • Feature-rich and User-Friendly: Vitally offers a feature-rich platform with an intuitive user interface.
  • Most Value for the Price: ikas found Vitally to provide substantial value for money.
  • Exceptional Support: Vitally's team offered support during onboarding and purchasing, making it easy for ikas, even on an international scale.

Ikas' journey with Vitally went beyond just selecting a Customer Success platform. The feature-rich, user-friendly interface, combined with exceptional support, made Vitally the preferred choice for ikas. The return on investment was deemed significant, showcasing the long-term effects of satisfied customers extending beyond a single metric like NPS.

Ikas' successful collaboration with Vitally transformed their approach to customer tracking, decision-making, and overall customer satisfaction. This case study highlights the crucial role a dedicated Customer Success platform plays in not only overcoming challenges but also driving business growth and fostering customer delight.

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