How Culture Amp Delivers Scaled CS for 6K+ Customers

About

Culture Amp is a globally operating employee experience platform revolutionizing workplace dynamics. With over 6,000 customers worldwide, Culture Amp offers engagement, performance, and development tools serving various market segments.

Cindy Lin, Customer Success Operations Lead, and Chris Schwass, Director of Customer Revenue Operations at Culture Amp, share how Vitally’s Customer Success Platform has driven higher CSM efficiency, better customer engagement, and improved business outcomes.

“We have every one of our CSMs using Vitally. It took us maybe a month or two to get up to speed where we had virtually everyone using it, but at this point, it is the core tool that our CS team uses to get their work done.”

Chris Schwass

Director of Customer Revenue Operations

Challenge: Unsustainable CS Processes and Disparate Data

Before implementing Vitally, Culture Amp faced challenges in managing projects and tasks efficiently. The Customer Success team had to search in multiple tools and places for customer data, and each team had varied approaches, creating disjointed processes. Meanwhile, manual tracking of customer activities resulted in decreased productivity and inefficiencies, which ultimately impacted customer-facing interactions. Something had to change.

Chris recalls, "We hit that breaking point where we couldn't really manage tasks, projects, notes, and communication seamlessly across those tools. So what we did next was we looked for a tool that could help us stitch that together."

Solution: A Customer Success Platform that Delivers on Seamless Integrations and more

Culture Amp needed a solution that seamlessly integrated with their existing tech stack and provided a centralized location for customer data and CS processes. Vitally emerged as the preferred choice due to its robust automation and integration capabilities, particularly with Redshift and Salesforce. By leveraging Vitally, Culture Amp could connect disparate tools, consolidate customer data, and automate tasks and projects efficiently.

Culture Amp Teams in Vitally: Customer Success, Account Management, People Science, Product

Vitally’s Playbook automation has been instrumental in managing Culture Amp’s growing customer base. Key use cases include:‍

• Customer Messaging for all Segments: Automated messaging for SMB clients in particular has resulted in huge efficiency gains. CSMs no longer need to think about the emails they need to send to customers. Personalized touch points are automated throughout the customer lifecycle - from implementation to adoption and renewals.‍
• Internal Data Tracking: Key time-based traits related to Culture Amp’s core metrics are automatically stamped - removing the need for CSMs to update those data points manually.‍
• Automated Risk Identification: CSMs receive risk indicators automatically, allowing them to be more proactive and strategic in mitigating churn.

“This end-to-end automation for customer messaging is significant for us because now it saves our CSMs time and allows them to spend more time on identifying risk proactively.”

Cindy Lin

Customer Success Operations Lead

Custom Dashboards in Vitally have also strengthened reporting and forecasting for the team – providing granular insights into key metrics such as quarterly business reviews (QBRs), product adoption, and customer health:

• QBR Tracking: The CS team at Culture Amp has set granular reports focused on QBR forecasting, helping to provide insight into questions such as:
  • How many QBRs should a CSM have at the beginning of the quarter?
  • How many QBRs have been scheduled throughout the quarter?
  • How many QBRs were actually held throughout the quarter?

Business Outcomes

The implementation of Vitally resulted in significant improvements in many areas of Culture Amp’s business: 

• Improved Retention Rates: Culture Amp has been able to proactively identify and address customer risks, contributing to improved retention rates. By automating risk identification based on customer behavior and milestones, CSMs are able to intervene early to prevent churn and drive customer success.

• Significant Time Savings: For one event, the Culture Amp team used Vitally to send 1,000+ customer invitation emails which saved CSMs over 30+ hours of manual effort.

• Increased Efficiency and Productivity: "We would say the biggest impact is on team efficiency and productivity... When you spend a lot of your time chasing information versus knowing where to go to get it, that's time that's not customer-facing and not adding customer value directly," says Chris Schwass. Overall, Vitally has helped streamline Culture Amp’s CS processes and operations.

Why Culture Amp Recommends Vitally: Powerful & User-Friendly CS Tool

Both Chris Schwass and Cindy Lin highly recommend Vitally for organizations with a data-centric approach or that want to become more data-driven. They emphasized Vitally's seamless integration capabilities, ease of use, and powerful automation features. Vitally not only serves as a Customer Success Platform, but also facilitates internal collaboration and enhances operational efficiency organization-wide.

“Integrations were literally hours on our side of work versus days or weeks. It was so fast to get up and running with Vitally and that was something that they promised upfront and really were able to deliver.”

Chris Schwass

Director of Customer Revenue Operations