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Triptease is a hospitality growth platform that brings together guest, pricing, and marketing data to power personalized, performance-driven campaigns — helping hotels increase direct bookings and take control of their distribution strategy.
Larry Hogan is the Global Vice President of Customer Success & Support at Triptease and shared how Vitally helps his team unify customer data, their shift from reactive to proactive Customer Success, and how they save hours each week with Vitally’s AI-powered workflows.
Customer Success Challenges
When Hogan stepped into leadership at Triptease, the Customer Success team was juggling multiple tools, products, and subscriptions for managing customer accounts, and visibility into churn and revenue risk was inconsistent. Key pain points soon emerged:
- Customer context spread across multiple systems, including spreadsheets, Salesforce, Notion, and a Customer Success Platform (CSP) that had become a notes repository
- Nuanced subscription structures that made revenue forecasting difficult to track
- Limited visibility into churn and renewal performance until late in the quarter
- Account planning happening outside of the CSP, adding to the time Customer Success Managers (CSMs) took to familiarize themselves with customer cases
“Before Vitally, if I asked a CSM, ‘What’s your churn rate this quarter?’, the answer was, ‘I don’t know, I’ll tell you at the end of the quarter. If your bonus is based on a number and you don’t know that number until the end of the quarter, how can someone maintain their sanity?”
Larry Hogan
Global Vice President of Customer Success & Support
Why Triptease Chose Vitally
Triptease evaluated multiple CSP options, including a newer hospitality-focused platform, then selected Vitally for the following reasons:
- A highly customizable Customer Success Platform: Triptease operates with a sophisticated, multi-layered subscription and revenue model. Vitally could map their hierarchy and reporting needs without forcing them into an out-of-the-box structure.
- Vitally AI built for Customer Success workflows: While Triptease uses multiple AI tools, including Claude, Gemini, and ChatGPT, Vitally AI stood out because it produced CS-ready outputs with minimal prompting. “We didn’t need to sit there and engineer prompts,” said Hogan. “Vitally AI already understands how a CSM thinks and what they need to see.”
- Best-in-class support: Hogan credits Vitally’s support team for helping Triptease move quickly, including creative solutions when a workflow wasn’t native. “I’ve literally been modeling our support functions after what Vitally’s team has already created,” said Hogan.
How Triptease Uses Vitally AI in Customer Success
- AI Customer Summaries for cleaner handoffs: Instead of long handoff meetings, Triptease uses custom AI summaries to capture what matters most, including direct customer quotes and recommended focus areas.
- AI-powered customer pulse updates: “Triptease uses AI to set a consistent “pulse,” or risk and sentiment factors, with 97% of Vitally AI-generated outputs used as is.
- AI product feedback extraction: Triptease replaced manual Canny entries with AI-generated product feedback that captures the real “why” behind customer requests. “One CSM had five product feature requests generated from one call, and they were all captured 100% accurately,” said Hogan.
- AI follow-up emails that sound human: Triptease built AI email templates for trial check-ins, performance reviews, and strategic alignment calls. Even without full product performance data in Vitally yet, AI pulls metrics mentioned in calls and correctly uses Triptease terminology correctly.
“The concept of being a truly strategic CSM was impossible before. With the AI features in Vitally, now they actually have the time and visibility to do the work they were hired to do.”
Larry Hogan
Global Vice President of Customer Success & Support
Results: Proactive Visibility & 2+ Hours Saved Per Week
With Vitally, Triptease’s CSMs have a clearer grasp on their book of business, especially around revenue tracking and Net Dollar Retention (NDR). Notable outcomes include:
- CSMs have reported saving 2+ hours per week from Vitally AI workflows
- ~30% CSM time savings from consolidating data into one platform
- More consistent customer pulse updates, which were previously missed due to manual effort
- Higher-quality product feedback flowing directly from CS to Product
- Daily usage of dashboards, especially NDR
“Before Vitally, there was no easy way for a CSM to see, ‘Here’s the revenue at risk this quarter.’ Now it’s right in front of them.”
Larry Hogan
Global Vice President of Customer Success & Support
Customer Success Platform Takeaways for CS Leaders
For CS teams with complex account hierarchies, multi-product subscriptions, and heavy context switching, Triptease’s experience highlights three practical wins:
- Consolidate customer context into one system of record
- Use AI inside the workflow, not as a separate tool
- Build dashboards that directly tie to how CS teams are measured (such as churn, NDR, and revenue at risk)
“Most Customer Success Platforms do similar things. What’s impressed me about Vitally is the level of customization, the intentional way AI has been rolled out, and the fact that it actually changes how our team works.”
Larry Hogan
Global Vice President of Customer Success & Support
