Customer Stories
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How Tines Mitigates Churn and Promotes Expansion at Scale

Industry

Security

Touch Model

High-Touch

Roles

Director of CS

Industry

Security

Touch Model

High-Touch

Roles

Director of CS
March 2023
Started with Vitally
33k
Users
200
Employees

Contributors

Vicki Sorensen
Vicki Sorensen
Global Head of Customer Success

Key Vitally Integrations

Salesforce
Snowflake
Looker
Zendesk

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About

Tines is an automation platform catering primarily to IT and security teams. With a focus on streamlining processes and tools, Tines serves various organizations across different industries, with customers such as Intercom, Mars, Snowflake, and Canva.

Vicki Sorensen, Global Head of Customer Success at Tines, highlights the importance of centralized visibility, streamlined processes, and scalability, all of which Vitally’s Customer Success Platform (CSP) has enabled for Tines.

Challenge: Disjointed and Manual Approach to Managing Customer Journeys

Before implementing Vitally's Customer Success Platform, Tines faced several challenges. Disparate information scattered across different systems (Salesforce, Looker, Notion, etc.)  made having a unified view of customer data difficult.

Although Tines had well-defined processes throughout the customer journey, these processes lacked automation – resulting in inefficiencies and missed steps during important customer milestones (e.g., Sales to Customer Success handoff). Vicki states, “There was just a disjointed level of information across the board that made it difficult for the success managers to see the overall picture of what was happening in any given account or across their book of business.”

Solution: Single Pane of Glass to Help Scale and Standardize Customer Success

After evaluating multiple Customer Success software vendors, Vitally emerged as the top choice because of the platform’s functionality, ease of use, and quick time-to-value. Along with consolidating customer data across Tines’s tech stack, Vitally also provided the team with a single pane of glass to understand their customers.

The Tines team found immense value in Vitally Docs and Dashboards:

Docs to Streamline CS Processes

Initially, the Tines Customer Success team documented and managed their processes using Notion. The team then moved to Salesforce, however, “it was very clunky. We didn't have the full picture of information,” says Vicki. With Vitally Docs, the team can streamline and standardize many key points of the customer journey:

  • Sales to Customer Success Handoffs: The Account Executive can fill in key information around the sales transition, the history of who key players are, why they purchased Tines, detailed information from the evaluation process, and have all of that information automatically populate the key elements of Vitally that are going to be important for CSMs to track moving forward.
  • Joint Account Planning: This internal account plan allows the AE and the CSM to collaborate around an overall adoption and expansion strategy for an account. This Doc also summarizes all the pertinent information relevant to a customer in a single place.
  • Customer Onboarding: This customer-facing Doc surfaces the steps in Tines’s onboarding journey with the customer – giving them visibility into their own onboarding success. It also includes all the internal tasks for the success manager and the steps they must take to prepare for a customer’s onboarding.
“We've been able to surface information out of Vitally with Docs, but more importantly, bidirectionally push that information so that no one is swivel chairing across the organization. Now, we all have visibility to the same set of data.”

Vicki Sorensen

Global Head of Customer Success

Invaluable Reporting for CSMs and CS Leadership

Using Vitally, Tines can create customizable dashboards and reports with ease, including:

  • A Red Accounts Report to manage accounts that are at risk of churn and discuss how to mitigate them as a team.
  • A Customer Success ‘State of the Union’ Dashboard, which provides leadership with insights into overall customer health and activity, total ARR for accounts at risk, expansion opportunities, and more.
  • A Renewals Dashboard that is broken down by quarter, giving the team full visibility into renewals on any given quarter where they need to shore up risk or where the team might need help getting renewals in the door.
“As a Customer Success leader, when you look at the top line (helping to drive expansion) and the bottom line (mitigating churn and risk in these accounts), Vitally allows us to have insights into the portfolio in ways that we would not otherwise have.”

Vicki Sorensen

Global Head of Customer Success

Business Outcomes

Since implementing Vitally, Tines has experienced significant improvements across different areas of the business:

  • Effective Onboarding: The Tines’ CS team can stay on track with onboarding and ensure timely onboarding completions at scale.
  • Collaborative Expansions: The success manager and the account teams can collaborate on an overall strategy for growth and adoption in certain land and expand accounts using Docs. With Vitally, the Tines team receives the right information at the right time and can take action accordingly.
  • Streamlined Operational Processes: Tines has operationalized many of the processes they had in place that were originally disjointed across different systems, resulting in decreased manual efforts and increased productivity.
  • Standardized Risk Mitigation: Tines implemented a ‘Red Accounts Process’ using Vitally that has helped the team become more proactive with identifying and mitigating churn as their business grows.
“From an expansion standpoint, Vitally has been extraordinarily helpful. Vitally’s also been instrumental in surfacing the right information and ensuring that we are in lockstep with the customer in their journey with Tines.”

Vicki Sorensen

Global Head of Customer Success

Why Tines Recommends Vitally: Ease of Use, Quick Time to Value, and Innovation

Vicki highly recommends Vitally to other Customer Success leaders, stating, “...just from the standpoint of ease of use, quick time-to-value, and their ability to innovate, Vitally has been an outstanding partner on all those fronts.”

Vitally's platform has supercharged how Tines manages its book of business, providing full visibility into their customer base and streamlining processes. Learn how Vitally can help your Customer Success team become more productive and efficient by scheduling a demo today.

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