How the Compt Team Automates and Scales their Renewal Process

About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

“We no longer need to start each renewal from scratch and determine which steps we need to take, Vitally determines what needs to be done automatically and assigns the tasks to the right people accordingly.”

The process of getting customers to renew goes beyond just sending a check-in email 30 days before their renewal date. For many B2B SaaS teams, securing a successful renewal begins much earlier.

With Vitally’s Playbook automation, Customer Success teams can improve efficiency and productivity by automating manual, everyday tasks. This in turn allows teams to focus on higher-value tasks, such as nurturing customer relationships.

Mary Migiano, Senior Customer Success Manager - Team Lead at Compt, uses a Renewal Tasks Playbook to seamlessly move customers through a tailored journey. In the Blueprint below, you’ll see how Playbooks can help you automatically manage renewal tasks, update customer data, and communicate with customers at scale.

How this Blueprint works

Note: The Playbook template showcased here highlights one of Compt’s most common paths that a customer would take. The actual Playbook includes 65+ steps with various outcomes!

There are many variables involved in determining how Compt handles a renewal (i.e. customer size, the way customers make their payments, the health of an account, and the contract terms). Vitally’s Playbook automation allows the team to create custom workflows based on a customer’s specific situation. It also ensures they remain consistent with their customer experience, and helps remove the administrative burden of tracking things manually.

“Playbooks are hands down my favorite feature in Vitally. The automation within playbooks has made many of our processes so much easier.”

Every Playbook in Vitally begins with a trigger (this could be your Accounts, Users, Notes, Conversations, and much more). In this Renewal Tasks Playbook, you’ll see Accounts as the trigger, and a series of actions that follow. You’ll also see how the Compt team uses branching logic to guide customers down multiple tailored paths.

KPIs Impacted‍

• Net Revenue Retention (NRR) Rate
• Renewal Rate

What data points or information will you need to complete or add?

This Renewal Blueprint is meant to serve as a source of inspiration for your own renewal process. When creating your Playbook automation, you’ll need to pay attention to the types of filters you want to apply to target the appropriate accounts (such as customer segment, revenue data, product usage data, etc.).

There are currently 13 Playbook actions you can use to build automated workflows that fit your team’s needs from sending Conversations (emails) to updating Traits (customer data points) and much more. Learn how to build a Vitally Playbook from scratch here.

‍How can you customize this for other use cases?

“The Vitally software has been a great addition to our team and their support team is always so helpful when we reach out with questions or to brainstorm solutions for our use case.”

You can create Playbook automation for a wide range of scenarios. This Renewal Blueprint automates a number of actions including customer segmentation, creating tasks, updating account traits, and sending conversations. All of these elements are customizable and can be edited to fit your particular use case.

For example, you could build an automated workflow to identify expansion opportunities like how Ben Francis from Salesmsg has done. The possibilities are endless!

About Compt

Compt is the #1 employee lifestyle benefits reimbursement platform that gives your people the freedom to choose more meaningful and flexible perks.

Compt's employee stipend, rewards & recognition, and expense management software is fully customizable to your company's needs, IRS-compliant, and can support global teams.