Hubstaff Builds Customer Success Right Starting on Day-One with Vitally

Hubstaff is a productivity enhancement platform that aids businesses like Groupon, KellerWilliams, and Instacart in achieving new levels of efficiency through improved team, project, and time management. Used by over 10,000 teams globally, Hubstaff's time tracking software allows organizations to track work hours, pay team members, invoice clients, and gain in-depth insights through its web dashboard, desktop, and mobile apps.

Challenges Faced by Hubstaff

• Difficulty retaining customers.
• Lack of visibility into customer segments and product usage.
• Absence of a Customer Success team and tool.

Hubstaff, initially focusing on sales success, encountered challenges in customer retention and lacked tools to understand and segment their customer base. The absence of a dedicated Customer Success team prompted Syed, the VP of Sales, to recognize the need for a proactive approach to Customer Success.

"I just do not know how you can operate without a tool like Vitally. I just do not know how you could effectively run a Customer Success team without having a tool as robust as Vitally."

Syed Asad

VP of Sales and Success

Building Customer Success Right from Day-One: The Solution

• Raising awareness around renewals and shifting from a reactive to a proactive approach.
• Saving time and energy through automation and playbooks.
• Tracking custom metrics, risk indicators, and opportunities with Vitally.

Syed, with experience using Vitally at a previous company, chose it as the foundation for building Hubstaff's Customer Success team. Vitally's features, including automated workflows, traits, segments, and real-time notifications, played a pivotal role in setting up the team for success.

Vitally provides insights into product and feature usage, MRR changes, and risk and opportunity indicators. The platform's reporting and dashboards, particularly the Customer Reporting feature, empower the team to make informed decisions.

The business value of implementing Vitally is evident in Hubstaff's reduced churn and increased expansion. Syed emphasizes that Vitally has become vital in reaching out to customers, showcasing value, and driving growth.

"The fact that we are able to retain our customers. We are able to predict when they might be churning… to be able to have a better understanding of what our customers are doing and the value that they are able to get out of Hubstaff."

Syed Asad

VP of Sales and Success

Why Hubstaff Recommends Vitally

• Onboarding support and customer support are second to none.
• Overall ease-of-use.
• Customer Success could not operate effectively without it.

Syed highly recommends Vitally to any Customer Success team, describing it as a one-stop-shop for running an effective Customer Success operation. He highlights the responsiveness of Vitally's team and praises the onboarding process as the best he's experienced with SaaS tools.

In summary, Hubstaff's journey with Vitally transformed their approach to Customer Success, leading to reduced churn, increased expansion, and a proactive strategy. Syed's unequivocal recommendation underscores the indispensable role Vitally plays in Hubstaff's daily operations and its impact on customer retention and growth.

Key Takeaways

1. Proactive Approach: Vitally enabled Hubstaff to shift from a reactive to a proactive approach in customer success.
2. Real-time Insights: Vitally's real-time indicators and reporting features provided the team with valuable insights for decision-making.
3. Operational Necessity: According to Syed, operating a Customer Success team without a tool as robust as Vitally is inconceivable.