How Navattic Reduced Churn 20% & Onboarded 4x the Users in One Year

About Navattic

Navattic enables 900+ GTM teams to build, embed, and share no-code interactive demos. By empowering prospects to get hands-on experience with products earlier in the buying process, Navattic has become a leader in its field with over 10,000 users across all industries and company sizes.

Alisa Feng, Head of Customer Success at Navattic, shares how Vitally's Customer Success Platform (CSP) has helped the Customer Success team improve various business outcomes such as customer health, time-to-value, and churn.

Challenge: Efficiently Managing Customer Touchpoints and Milestones as a Growing CS Team

Before using Vitally, Navattic had trouble keeping track of customer touch points and key milestones. The team relied on email threads, Notion, and spreadsheets, which was disconnected and inefficient. “As we expanded the Customer Success team, we realized that having a place to reliably document customer touch points was super important,” Alisa says.

To address these issues, the Customer Success team needed a centralized platform to document interactions and scale communications effectively.

“As we went from one to two to six different CSMs working with customers, it was super important to have one place where all touch points would be documented - where we could look back and see a historical record of touch points and account health.”

Alisa Feng

Head of Customer Success

Solution: Centralized Platform to Organize Customer Data and Activities

In 2021, Navattic started to look for a way to solve this growing pain point. Very quickly, they landed on Vitally as the right fit for their growing Customer Success needs.

With Vitally, Navattic gained a centralized platform to manage and scale customer interactions. The team can now document touchpoints, track account health, and automate tasks in one place. “Vitally is a home base for all of our Customer Success team’s day-to-day workflows,” Alisa notes.

“Our average time to go live for customers decreased by 30% after implementing Vitally Playbooks.”

Alisa Feng

Head of Customer Success

Additionally, integrations with Salesforce, Stripe, Zapier, and product usage data enabled their Customer Success Managers to operate solely out of Vitally and reduce the need to switch to outside tools.

Some of the ways Navattic used Vitally to streamline operations and scale their efforts:

• Automated Welcome Emails for Customer Onboarding:‍
  • Before Vitally, Navattic CSMs were taking 4 to 6 hours each week per person to comb through their logs, figure out how many new users had signed up, and then send over a manual email welcoming them on board.
  • With Vitally Playbooks, the team can automate this portion of the customer journey with personalized communication including the relevant references to their accounts, plan types, and their main points of contact. Explore an interactive version of Navattic's Onboarding Playbook automation here.

• Dedicated CS, Sales, and Marketing Hubs for Internal Knowledge:‍
  • Using Hubs, Navattic provides their Customer Success, Sales, and Marketing teams with dedicated, tailored Hubs built specifically to each team’s needs.
  • For example, Sales has its own Hub of ‘Trial’ or ‘Subscribed’ account data, allowing them to create reports and tasks that are relevant to them.

• Standardized Notes for Sales to CS Handoffs:‍
  • Whenever a kickoff call appears on a Customer Success Manager’s calendar, a ‘Kickoff’ Note template gets automatically created in Vitally. This note includes all the relevant stakeholder, use case, and implementation timeline information and saves both the Sales and CS team time by eliminating the need for one-to-one handover meetings.

Business Outcomes

Navattic has seen significant improvements to their Customer Success and business operations since implementing Vitally. Key outcomes include:

• Reduced Churn Rates: Monthly churn rates decreased by 20% between the first and second halves of 2023. Vitally's automated renewal processes ensured timely touchpoints and proactive customer engagement.
• Improved Customer Health: The average health of their customer base increased by 10% in 2023.
• Decreased Time to Go Live: The average time to go live for customers decreased by 30%. Vitally Playbooks helped automate key onboarding tasks, ensuring faster implementation and activation.
• Significantly Scaled Onboarding: Navattic’s CS team was able to onboard 4x as many users in 2023 than in the previous year.

“Since we started managing our QBR and renewal processes through Vitally, we also noticed a 20% decrease in monthly churn between the first half and the second half of 2023.”

Alisa Feng

Head of Customer Success

Why Navattic Recommends Vitally: A Comprehensive Solution for Scaling Customer Success

Alisa highly recommends Vitally to other businesses looking to improve their Customer Success operations. She says, “I cannot imagine scaling our Customer Success team or our customer base without a tool like Vitally.” By providing a centralized platform to track customer health, document touchpoints, and automate workflows, Vitally has become an invaluable tool in Navattic's Customer Success toolkit. 

In addition to the platform itself, Alisa appreciates the amount of resources available stating, “Vitally onboarding and support teams have been awesome. I personally love how much content is available directly in the documentation or in Vitally Academy. It has helped our team scale and understand Vitally's most advanced features without having to rely on a lot of assistance."

If you’re interested in learning more about how Vitally can enhance your team, request a demo today.