Customer Stories
+

Salesfloor's Enhanced Customer Insight Fuels Actionable Results

Industry

E-Commerce

Touch Model

High-Touch

Roles

Director of CS

Industry

E-Commerce

Touch Model

High-Touch

Roles

Director of CS
September 2021
Started with Vitally
16
Users in Vitally
50,000+
Users powered by Salesfloor

Contributors

Azelie Pouliot
Azelie Pouliot
Director of Client Services

Key Vitally Integrations

Zendesk

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Salesfloor, an award-winning customer engagement platform for retailers, faced challenges in customer tracking, onboarding inefficiencies, and disjointed handoffs between teams. These obstacles hindered their ability to understand customer needs fully and deliver optimal service.

The Challenges

Before adopting Vitally, Salesfloor relied on fragmented tools like Google Slides and Sheets, leading to a lack of comprehensive customer data. This resulted in inefficient onboarding processes, incomplete customer profiles, and limited visibility into customer health and product usage.

  • Lacking a standardized handoff process from Customer Success Manager to Customer Success Manager.
  • Onboarding for Customer Success Managers was long without a centralized platform.
  • Difficulty monitoring customer data over time - particularly changes in customer health, product usage, and stakeholders.
"We didn’t have a comprehensive view of product usage over time, health over time, change in customer stakeholders; so altogether, we had limited information, and it was hard to keep track."

Azelie Pouliot

Director of Client Services

The Solution

Salesfloor implemented Vitally to bridge data gaps, streamline onboarding, and gain a holistic view of the customer lifecycle. Vitally integrated seamlessly with Salesfloor's existing tech stack, providing a centralized platform for customer data and automating tasks like tracking product usage and logging emails.

  • Bridging the gap between disparate sources and tools with a Customer Success platform that could display a holistic view of their customers’ historical data.
  • Ability to input product usage data through automation to give CSMs a better historical view of their account.
  • Providing CSMs with a quick and effective onboarding with all account information they would need to better understand and serve their customer's needs.
“Vitally is a tool that allows all of our CSMs to have full visibility into the customer lifecycle. From the signature of the contract, onboarding, pilots, rollouts, and launch, all the way to tracking product usage data, meeting minutes, and tickets in Zendesk."

Azelie Pouliot

Director of Client Services

Results

With Vitally, Salesfloor achieved:

  • Enhanced visibility: Vitally provided a 360-degree view of the customer lifecycle, enabling better decision-making and proactive customer service.
  • Improved efficiency: Automated data input and streamlined processes reduced onboarding time for Customer Success Managers and empowered them with comprehensive customer insights.
  • Cross-functional collaboration: Vitally facilitated collaboration across teams by serving as a single source of truth for customer data, benefiting departments beyond Customer Success, including Marketing and Sales.
"Vitally is very self-service and very easy to onboard compared to other CS tools that I’ve used... Vitally is very sexy. I find it looks really nice. The ease of use sets Vitally apart."

Azelie Pouliot

Director of Client Services

Recommendation

Salesfloor highly recommends Vitally for its sleek UI, ease of use, and comprehensive customer data management capabilities. Azelie Pouliot emphasized Vitally's role in demystifying complex customer success tools and praised its quick onboarding process.

In conclusion, Salesfloor's adoption of Vitally transformed their customer success operations, empowering them to exceed customer expectations and achieve their business goals effectively.

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