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Salesmsg is on a mission to help tens of thousands of businesses use SMS text messaging to connect, engage, and grow their businesses. Voted as one of Florida's Fastest Growing Companies, Salesmsg continues to disrupt the business messaging & calling industry.
In this case study, Ben Francis, Head of Customer Success at Salesmsg, describes how Vitally’s Customer Success Platform (CSP) has improved a variety of business outcomes, from expansion revenue to productivity gains and beyond.
Challenge: CRMs Provide an Incomplete Picture of Customers
Prior to implementing Vitally, Salesmsg faced challenges in effectively managing its growing customer base. It was difficult to understand where a customer was in their journey based on data scattered across their CRM, support tools, and the Salesmsg product. “I could get part of the story around the deal flow side from our CRM and part of the story from our support ecosystem about the types of questions my customers were asking, but I couldn't consolidate all of those touchpoints,” Ben states.
To understand whether customers were trending in the right or wrong direction, the Customer Success team needed to consolidate their customer data and touchpoints into a single source of truth.
“CRMs are not optimized to be a Customer Success Platform.”
Ben Francis
Head of Customer Success
Solution: Data-Centric Approach to Salesmsg’s Entire Customer Base
With Vitally, Salesmsg has top-down visibility into its customer base. Through Vitally's user-friendly interface, the team can quickly understand customer behavior, health and activity levels, and spending.
Additionally, integrations with Salesmsg’s data (CRM, subscription, and product analytics) enabled the Customer Success team to take action on customer behavior. As Ben puts it, “If I were to put Power BI and HubSpot in a blender, Vitally would come out. It is this amazing tool to trigger a really in-depth automation engine, very similar to what we're all used to with HubSpot, but also give you a data-centric approach to your entire customer base.”
With Vitally’s Customer Success Platform, Salesmsg is able to:
- Streamline Onboarding Processes: Instead of disparate project management tools, Google Docs, and Slack channels for customer communication and onboarding, the CS team is able to centralize and templatize the full onboarding experience for customers in collaborative documents with Vitally Docs.
- Scale Communication & Save on Headcount: With Vitally’s Playbook Automation, the Salesmsg team can scale out the number of accounts that each Customer Success Manager can handle within their book of business without needing to invest directly in a one-to-one headcount-to-customer ratio.
- Automatically Identify Expansion Opportunities: Using Playbooks, the Customer Success team receives instant, automated alerts based on critical customer activity from their product analytics data - allowing Salesmsg to take advantage of expansion opportunities as soon as they arise.
“As a byproduct of using Docs and Projects for our onboarding phase, my CS team has been able to reduce our onboarding timeline from 33 days down to around 21 days, getting our customers to activation much faster and much smoother than ever before.”
Ben Francis
Head of Customer Success
Business Outcomes
Salesmsg has seen at least a 5x return on investment (ROI) from implementing Vitally. Key outcomes include:
- 100+% NRR: Salesmsg has achieved over 100% net revenue retention (NRR) for four straight quarters with the use of Vitally.
- Increased Expansion Revenue: Salesmsg’s expansion motion powered by Vitally Playbook automation has yielded huge returns. The Customer Success team holds the top four biggest deals in company history, all driven through expansion generating north of $250k annual recurring revenue (ARR).
- Cost Savings: Docs and Projects in Vitally have saved Salesmsg “thousands of dollars without having to buy another solution specifically for project management.”
- Accelerated Time to Value: The Salesmsg team reduced the time it takes to onboard new customers from 33 to 21 days by centralizing project management with Vitally Docs.
“Customer Success actually holds the top four biggest deals in company history, all driven through expansion generating north of $250k ARR.”
Ben Francis
Head of Customer Success
Why Salesmsg Recommends Vitally: A Force Multiplier for Your CS Team
Ben from Salesmsg highly recommends Vitally to other businesses seeking to optimize their Customer Success operations. He states, “The value in the right CSP with the right automation and the right data sources can prove to be such a valuable tool to supplement headcount and really exponentially grow the footprint of your customer success organization.”
By providing a centralized platform to track customer health, automate workflows, and drive expansion opportunities, Vitally has become an invaluable tool in Salesmsg's Customer Success toolkit. If you’re looking to learn more about how Vitally can be a force multiplier for your team, request a demo today.
