Procurify Switches CSPs to Increase Efficiency & CSM Adoption

About

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.

Discover why Tomas Williams, Customer Experience Insights & Enablement Manager, chose Vitally as Procurify's new Customer Success Platform (CSP).

Challenge: Inefficient Customer Success Platform with Low Adoption

Before implementing Vitally, Procurify faced significant challenges with their previous Customer Success Platform (Gainsight). The platform was clunky and difficult to use, leading to low user adoption and significant data logging and visibility gaps. Tomas explains, “the main problem that I was trying to solve was that we had a Customer Success Platform, and it wasn't great, so we really needed a platform that our CSMs actually wanted to go into and use.”

Procurify’s Customer Success team is very agile, so they needed a platform where they could test and scale automations quickly, while also providing a great user experience for the CSMs.

“People just didn't want to use the CS platform we had before Vitally. Our team was also primarily managing tasks in Google Sheets, Google Docs, Slack conversations, notes on the side of their desk… We didn't have a single consolidated platform.”

Tomas Williams

Customer Experience Insights & Enablement Manager

Solution: Enhanced Flexibility, Visibility, and Automation with Vitally

Vitally offered Procurify a user-friendly, scalable, and flexible solution that integrated seamlessly with their existing tech stack, including Salesforce, Pendo, and Segment. Vitally's Hubs, Playbook automation, and Dashboard features were particularly impactful, with their intuitive interface and powerful capabilities.

“The automation builder in Vitally was definitely the best one that we saw when we were looking at competitors.”

Tomas Williams

Customer Experience Insights & Enablement Manager

Tomas highlights, “It was simple, clean, and the visual builder was a game-changer and something that other competitors hadn't really shown us. [Vitally’s Playbook automation builder] would enable us to act quickly, pivot when we needed to, and really change as we were moving.”

With Vitally, Procurify was able to:

• Enhance Data Visibility: Vitally’s Hubs allowed Procurify to centralize customer data, making it easier for the team to access and utilize information for decision-making.
  • For example, they set up a ‘Strategic CSM Hub’ that contains all the reports and dashboards Customer Success Managers need for their day-to-day activities, providing a single, easily accessible location for crucial information.
  • Using Vitally Docs, Tomas can document internal information and store it within a Hub, eliminating the need for CSMs to search outside Vitally for process or workflow information.

• Streamline Processes: Automations within Vitally reduced the need for manual and repetitive tasks, enabling CSMs to focus on more strategic activities.
  • Procurify uses Vitally's automation builder to create and manage Renewal Projects, which are automatically dispatched ahead of time to ensure timely follow-ups without manual intervention.
  • Check out the "Would You Renew Today?" automation workflow Tomas has built!

• Improve Customer Insights: Dashboards provided real-time insights into customer health, enabling proactive management of potential churn and expansion opportunities.
  • Tomas has created specific Dashboards for renewals, sales references, and referrals, allowing both CSMs and Customer Success leadership to quickly access and analyze key metrics and customer data.

Business Outcomes

Since implementing Vitally, Procurify has seen significant improvements in its Customer Success operations. Key outcomes include:

• Improved Visibility: Dashboards and real-time visibility into customer data have enabled the team to make informed decisions quickly and at scale.
  • For example, the CS team can identify specific features within Procurify that create stickiness with customers and use this data in Vitally to help improve customer retention rates.‍
• Operational Savings: Vitally's centralized source of truth for customer data has reduced the time and effort CSMs require to locate customer information. Tomas notes, "We have saved minutes a day for each CSM, which adds up to significant time savings over a month."‍
• Increased Productivity: The Customer Success team has access to centralized data and automated processes, leading to greater efficiency and productivity.

“We have a better idea about what features our customers are using and how that relates to churn and retention.”

Tomas Williams

Customer Experience Insights & Enablement Manager

Why Procurify Recommends Vitally: Easy to Pivot with Vitally's Flexible, Powerful, and User-Friendly Interface

Tomas Williams highly recommends Vitally to other Customer Success leaders, stating, “[Vitally] is easy to use, but is still powerful. It's robust enough that it's going to deliver the things that you need it to do, but simple enough that it's going to make doing those things easy and allows you to pivot quickly, which is super important for any organization.”

Vitally's Customer Success Platform has provided Procurify with complete visibility into their customer base and helped streamline their Customer Success processes. Learn how Vitally can enhance your Customer Success by scheduling a demo or exploring an interactive platform tour.