Customer Stories
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Productboard Reduces Gross Churn by 50% in 1 Year with Vitally

Industry

Product Management

Touch Model

Hybrid-Touch

Roles

Director of CS

Industry

Product Management

Touch Model

Hybrid-Touch

Roles

Director of CS
February 2020
Started with Vitally
4,000+
Customers powered by Productboard
84
Users in Vitally

Contributors

John Henwood
John Henwood
Senior Director of Customer Success

Key Vitally Integrations

Salesforce
Segment
Snowflake
Zendesk

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Productboard, a company dedicated to assisting organizations like Zendesk, Zoom, HERE Technologies, and many others in building exceptional products, faced challenges in monitoring their customer base's health and ensuring effective decision-making within their Customer Success team. John Henwood, Senior Director of Customer Success at Productboard, shares insights into the issues faced and the transformative impact of implementing Vitally.

Identifying Blind Spots

Productboard lacked visibility into the health of their customer base, resulting in uncertainties about the most impactful actions for their business.

"Not having that insight into the health of our customer base created some blind spots for us as a team."

John Henwood

Senior Director of Customer Success

Cutting Gross Churn by 50%

Implementing Vitally with industry-leading time-to-value, bi-directional integrations, and an intuitive platform allowed Productboard to reduce gross churn by 50%.

"In 2020 alone, we reduced our gross churn relatively by 50%. Even as we scaled, we were able to spend our time as wisely as possible with customers."

John Henwood

Senior Director of Customer Success

The Challenge

  • Lack of insight into customer base health.
  • Uncertainty in focusing on impactful actions.
  • Inability to provide visibility to the entire organization.

The Solution

  • Leveraging Vitally's flexible, plug-and-play integrations for quick implementation.
  • Utilizing bi-directional integrations with Segment and SFDC for internal and cross-departmental visibility.
  • Enhancing team effectiveness with an intuitive platform, reducing overhead.

Implementation & Results

  • Rapid Deployment: Vitally's plug-and-play integrations and an intuitive platform facilitated quick onboarding.
  • Segmentation and Health Scores: Productboard segmented their customer base, creating health scores for better contextual understanding.
  • Projects Feature: Leveraging Vitally’s Projects feature improved onboarding, enhancing Productboard's time-to-value.
  • 50% Reduction in Gross Churn: The implementation of Vitally resulted in a substantial reduction in gross churn, even amid rapid scaling.
“Whether it be Product or Marketing, we've really started to be seen as the team that can give the business some really good intelligence around what's important to our customers, and where other teams should spend their time.”

John Henwood

Senior Director of Customer Success

Why Productboard Recommends Vitally

  1. Powerful Integrations: Vitally's robust integrations with Intercom, Segment, and SFDC.
  2. Intuitive Platform: The platform's intuitiveness empowered both existing team members and new hires.
  3. Support for Rapid Scaling: Vitally supported Productboard's rapid growth.
  4. Responsive Customer Success Team: A thoughtful and responsive Customer Success team further enhanced the experience.

Vitally has positioned itself as an indispensable tool for Productboard, providing valuable insights, facilitating quick decision-making, and establishing the Customer Success team as a beacon of intelligence within the organization. As John Henwood puts it, "If you're scaling a Customer Success team that needs to make quick decisions... then I'd absolutely recommend Vitally."

This case study highlights the transformative journey of Productboard, showcasing the pivotal role Vitally played in overcoming challenges and achieving significant improvements in customer success metrics.

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