About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
Discover how Tomas Williams, Customer Experience Insights & Enablement Manager at Procurify, and his team use Vitally Playbook Automation to gauge customer renewal sentiment early and at scale.
“Vitally’s automation enables us to reach out to the correct person at the correct time with the relevant information to them.”
With Procurify’s "Would You Renew Today?" workflow, the Customer Success team collects important customer sentiment data, which in turn impacts health scores and provides a more accurate read on forecasting.
How this Blueprint works
Every Playbook automation in Vitally starts with a trigger, which can be based on your Accounts, Users, Notes, Conversations, and more. In this Renewal Sentiment automation, the trigger is a “Renew today?” custom trait, followed by a series of actions. Tomas has incorporated branching logic to tailor the workflow according to the customer's response. For example, if a customer answers “no” to the renewal question, the automation will trigger specific actions such as creating a risk indicator and assigning a task.
Asking customers if they would renew today often opens the door for them to share their reasons for loving your product or not. This question serves as a nice prompt at the end of a CSM call, and helps provide the Customer Success team with important context they might not have received otherwise.
Check out the interactive Blueprint to see Tomas's automation!
About Procurify
Procurify is an Intelligent Spend Management company on a mission to give all organizations unprecedented visibility and control over their business spend. Named the #1 Purchasing Leader by G2, Procurify is trusted by hundreds of customers worldwide to manage over $30 billion dollars of organizational spend.
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