Product Tips & Updates

New in Vitally: A bidirectional Salesforce integration, filter users by product events, and more πŸŽ‰

Jamie DavidsonJan 21 2020
Salesforce + Vitally

TL;DR

Here's what's new in our most recent release:

  • Bidirectional Salesforce integration - Auto-sync your accounts, contacts, notes, and tasks between Vitally and Salesforce
  • User event analysis - Run reports & automated workflows using events performed by a user
  • Trait permissions & labels - Better control how traits display in Vitally and define readonly vs writable traits
  • Intercom chat support - Send Intercom in-app chats from Vitally
  • Coalesce revenue across systems - Track revenue across multiple tools (e.g. Salesforce, Stripe)

Bidirectional Salesforce integration now in beta

Vitally's new Salesforce integration helps ensure your Customer Success and Sales teams have shared access to your customers' health and activities. With this integration, you can sync the following data between Salesforce and Vitally:

  • Accounts - Vitally can import your Salesforce accounts (or custom objects) into Vitally as accounts. You'll be able to whitelist the Salesforce fields to add to your Vitally account profiles, make changes to those fields in Vitally, and push Vitally's customer analytics (e.g. health scores, indicators) back to your Salesforce records.
  • Contacts - Vitally can import your Salesforce contacts (or custom objects) into Vitally as users. You'll be able to whitelist the Salesforce fields to add to your Vitally user profiles and make changes to those fields in Vitally,
  • Notes - Sync your Salesforce notes into Vitally and push Vitally's notes back to Salesforce.
  • Tasks - Sync your Salesforce tasks into Vitally and push Vitally's tasks back to Salesforce.

If you'd like to immediately dig into the capabilities of this integration, head on over to our help center. For now though, let's run through a real-life scenario.

Importing & editing your Salesforce data in Vitally

Let's say you've already plugged Segment and Stripe into Vitally and now want to do the same with Salesforce. Leveraging Vitally's Salesforce integration, you can select which Salesforce fields you want to add to your existing Vitally account profiles, effectively joining your account data between Segment, Stripe, and Salesforce.

You can even edit these Salesforce fields in Vitally, with updates applied back to Salesforce in real-time.

Pushing Vitally's data back to Salesforce

Want your Vitally data, like an account's health score, in Salesforce? We've got you covered πŸ˜‰

Vitally push to Salesforce

Some of the fields Vitally can push back to Salesforce include:

  • Health score
  • Subscription details like renewal date and MRR
  • NPS data like overall NPS score + # of promoters, passives, and detractors
  • Active indicators and segments
  • Success Metric values
  • and more!

Syncing activity between Salesforce & Vitally

Vitally's new Salesforce integration comes with a complete, bidirectional sync of your tasks and notes between the two tools as well. You can push notes & tasks from Vitally to Salesforce, import notes & tasks from Salesforce into Vitally, and even complete Salesforce-linked tasks in Vitally.

Want to learn more about our bidirectional Salesforce integration? Be sure to check out our help doc!

User event analysis

In Vitally, there are now 2 new columns & filters available on your users for each product event they send - one for an all-time event count for the event and another for the last date the event was sent by the user.

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Naturally, you can also use these columns when building automated playbooks, giving you new abilities to auto-engage specific users based on their product activity!

Trait permissions & labels

There are 2 new options added to traits in Vitally:

  1. A field that specifies whether a trait is readonly or editable in Vitally. Users will only be able to edit an account's trait value if it is editable.
  2. A new 'Label' field that defines how a trait is displayed to your users.

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Intercom chat support

If you use Intercom, when starting manual or automated conversations from Vitally, you can now toggle between the conversation being an Intercom email vs an in-app message.

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Coalesce revenue across systems

Finally, Vitally now supports tracking revenue across multiple systems. For example, if some of your revenue is billed via Stripe but another portion is manually tracked in Salesforce, you can now select multiple revenue traits to update a customer's revenue details in Vitally. Whichever trait the customer has a value for will be the one that updates their Vitally revenue.

CleanShot 2020-01-23 at 12.47.28@2x


That's it for this release! Have feedback or ideas on other things we can tackle? Hit us up on Twitter!

Tags

Customer Lifecycle ManagementCustomer SuccessProduct Insights