Customer Stories
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Klaus’s CEO Has Executive-Level Customer Insights at His Fingertips with Vitally’s Purpose-Built CS Platform

Industry

Customer Experience

Touch Model

Hybrid-Touch

Roles

C-Suite

Industry

Customer Experience

Touch Model

Hybrid-Touch

Roles

C-Suite
September 2020
Started with Vitally
13,000+
Users powered by Klaus
14
Users in Vitally

Contributors

Martin Kõiva
Martin Kõiva
CEO

Key Vitally Integrations

Chargebee
HubSpot
Segment

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Martin Kõiva, Co-Founder & CEO at Klaus, shares Klaus's journey in enhancing Customer Success through the implementation of Vitally, a purpose-built Customer Success platform. Facing challenges in maintaining control within their growing customer base, Klaus sought a solution that streamlined their processes and provided actionable insights.

Challenges at Klaus

  • Lack of control within the customer base.
  • No systematic approach to understanding individual customer performance.
  • Overdependence on tools not designed for Customer Success.
"In the beginning, you have two customers and you don't need a tool, and then all of a sudden you have five, and then you have 10, and then you have 20, and then you find yourself feeling that anxiety…you get to a point where the entire team is feeling like they are not in control of what is happening."

Martin Kõiva

CEO

Choosing a Purpose-Built Solution

Klaus transitioned from using a spreadsheet to a CRM and an alternate CS platform, none of which provided the desired control over customer processes. The introduction of Vitally, purpose-built for Customer Success, offered a tailored solution with the following benefits:

  1. Purpose-Built Design: Every feature and integration in Vitally is crafted for the Customer Success use case, ensuring a seamless experience.
  2. Executive Insights: Executives at Klaus gained a 360-view of customer data, fostering control and a sense of relief.
  3. Relief from Overwhelming Feelings: Klaus's CS team experienced relief from the constant fear of missing important customer interactions.
"Every little detail that you see in the UI, like, there's no wasted space there. Everything is well thought out, and it's built for serving the purpose of this Customer Success use case as opposed to some kind of general tool."

Martin Kõiva

CEO

Results & Impact

  • Flywheel Effect: Active tracking of customer activity with Vitally resulted in increased product usage and positive word-of-mouth, contributing to revenue growth.
  • Centralized Dashboard: Vitally provided Klaus with a single dashboard to monitor essential metrics, enabling informed decision-making.
  • Efficiency and Coordination: Multiple teams within Klaus could collaborate seamlessly within Vitally, resulting in substantial cost savings.
  • Churn Reduction: Vitally's preemptive indicators helped Klaus identify early signs of churn, contributing to a reduced churn rate.
  • Business Value: Increased expansion Monthly Recurring Revenue (MRR), faster customer onboarding, and improved NPS scores were among the tangible benefits.

Why Klaus Recommends Vitally

  • Purpose-Built for Growth: Klaus views Vitally as the only Customer Success tool built for rapidly growing companies with modern tech-stacks.
  • Adaptable Functionality: Klaus highlighted that even without using all features, companies can benefit from Vitally, adapting it to their specific needs.
  • Free Trial: Vitally's free trial allows companies to prove its value and experience time-to-value.

Vitally not only addressed Klaus's challenges in customer control and process management but also played a pivotal role in driving business growth and customer satisfaction. Klaus recommends Vitally on a regular basis due to its purpose-built nature for companies experiencing rapid growth in the new economy.

Klaus's success story with Vitally underscores the importance of a dedicated Customer Success platform in overcoming challenges, improving operational efficiency, and achieving long-term business success. The tailored approach of Vitally to the needs of growing companies positions it as an essential tool for modern Customer Success teams.

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