Today, we’re excited to announce the latest features and enhancements to Vitally’s award-winning Customer Success Platform with the 2024 Fall Drop! 

Over the last year, Vitally has been recognized as one of the leaders in the Customer Success Platform space. Our customers rank us at the top in places like G2 for delivering the Best Results and having the most momentum among CSPs.

This newest update to the Vitally platform aims to give Customer Success teams and their organization greater access and control over how they measure, manage, and grow their book of business. 

Here is a quick breakdown of what’s being released:

• Flexible Customer 360s: With the newly redesigned Customer 360 profiles, tailor your experience with pinnable properties and Views to highlight precisely the data you need.
  
• Meetings: The new Meeting object efficiently logs every customer call, syncing your data from Google Calendar and Gong for seamless tracking of your events alongside your customer and business data.
  
• Formula Traits: Build custom formulas using simple math and advanced operators to enhance reporting on revenue, health, and more.
  
• Custom Survey and Doc Branding: Customize the look and feel of your Surveys and Docs by adding your company branding with colors, banners, and logos.
  
• Calendar Views: The new Calendar View provides quick and easy access to your customer Meetings, upcoming Playbook actions, conversations, and daily changes in Health Scores, traits, and metrics.
  
• Access Groups: Manage who can access sensitive customer data with user-level permissions, limiting visibility and access to specific accounts.

For current Vitally customers interested in learning more, contact your CSM or success@vitally.io. If you’re not yet a Vitally customer, book a demo to experience the power of these new features and the Vitally platform!

Keep reading to learn more about these new features.

Tailor Your Insights with Flexible Customer 360

The introduction of Hubs in Vitally revolutionized the way Customer Success teams navigate and personalize their Vitally experience. Now, we’re bringing that same power and flexibility to Customer 360s, enabling users to fully personalize how they manage their Account, Organization, and User 360 profiles.

Our redesigned Customer 360s now include pinnable Table, Board, and Dashboard Views that are completely customizable based on the data you’d like to see across your book of business. Views in the Customer 360s are also pre-filtered for each customer, making it easy to quickly analyze important data at a glance.

Benefits of the new Customer 360s experience:

• Pinnable Properties: Pin key customer data points (e.g., subscription data, renewal dates, product usage, etc.) to ensure the insights you care about the most are always front and center.
• Customer & User Dashboards: With Dashboards in 360 Profiles, any Vitally user has the ability to build custom reports and visualizations to display relevant customer or user data. Pull in key metrics like health, current activities, and usage all in one View.
• Pinnable Views: Surface the most important customer data with pinnable Table, Board, and Dashboard Views in 360 Profiles.some text
  • Your Views allows you to tailor each 360 Profile to your specific needs whether you’re a Customer Success Manager, Account Manager, or even a Marketer.
  • Recommended Views allow Customer Success leadership to set default Views to keep access to important customer data standardized across the entire team.
• Enhanced Property Search: Find what you need faster than ever with enhanced global search capabilities within Vitally Properties & Traits.

If you’re a current Vitally customer, head over to our October Release Notes to learn how to get started with the new 360 experience.

Efficiently Track Your Customer Calls with Vitally Meetings

With Vitally’s Meetings object, you can now sync Gong and Google Calendar events to Vitally so you can track customer calls with greater efficiency and leverage meeting data to drive your Customer Success strategies. 

Instantly access key meeting details under Customer 360s in Vitally—no need to ping other team members for updates. View essential information such as the date, time, attendees, and description of each meeting, all in one place.

With Google Calendar, customer meetings are automatically logged and synced into Vitally using customer emails from your calendar events. You can then take notes within a Vitally Meeting, ensuring that the full context of a customer call is always captured. You can also create custom Meeting Table Views, Widgets, and Traits to tailor how you track and report on meetings across your organization.

By connecting Gong, Customer Success teams can skip manual note-taking altogether. This integration automatically pulls in Gong call summaries, recording links, and next steps into a Vitally Meeting. Streamline your task management even further with the ability to convert Gong ‘Next Steps’ into Vitally Tasks with a single click.

Furthermore, you can tap into the data collected from your Meetings, such as attendance, to inform Health Scores, Playbook automations, and more.

Level Up Your Reporting with Formula Traits

With the new Formula Traits builder, you can now take your reporting to the next level by creating custom calculations using a variety of operators. For our customers familiar with Calculated Traits, Formula Traits gives you even more power and flexibility than before to query your data and report on success. Dig into revenue, build custom health scores and forecasting models, track time to value, and beyond.

These customizable formulas allow you to calculate any data you want to see, without the need for external tools or clunky integrations — it’s all inside Vitally, in one powerful yet easy-to-use formula builder. Leverage simple math formulas as well as operators like coalesce and ternary to build more complex formulas.

Built-in error handling and prevention provide real-time syntax feedback, so you never need to worry about writing a formula that fails.

Personalize Your Docs and Custom Surveys with Branding

Vitally Docs and Custom Surveys have enabled Customer Success teams to collaborate with their customers within Vitally seamlessly. Now, you can add your company’s personal touch to these assets through custom branding.

With new branding capabilities, you can make your Vitally Docs and Custom Surveys look and feel like your brand. Display your company logo, customize your brand color, and add a banner image to any Doc or Survey. 

With a few simple clicks, you can tailor the assets you send from Vitally to your brand — no design skills required. Streamline the process of building personalized Docs by adding branding to your Doc Templates, saving your team time and maintaining brand consistency.

Visualize Your Customers, Work, and Data with the Calendar View

The Calendar View is our newest addition to Vitally's wide range of Views for visualizing customer data, activities, engagement, and more.

Add the Calendar View to a Customer 360 profile to see everything happening with a single customer at a glance, or add it to a Hub to visualize data and activities across your entire book of business.

Unlike traditional calendars, Vitally’s Calendar View plots customer data alongside your meetings, conversations, and upcoming automations. For example, you can plot daily Health Scores to see how a customer’s health changes after important milestones or timely touchpoints occur.

You can also use the Calendar View to track upcoming renewals, new customer contracts, and anything else you need to better understand your customers and book of business.

Add an Extra Layer of Security with Access Groups

If you want greater control over your team’s access to specific customers and their data, Access Groups makes it easy.

Vitally administrators can quickly restrict access to a subset of your team based on your existing customer traits (e.g., Plan Type). Teams with customers who have higher data sensitivity needs can greatly benefit from this, as it reduces unnecessary access to sensitive or critical information.

Ready to Learn More?

If you’re new to Vitally, schedule a demo to learn how these new releases and all the other powerful features of Vitally can boost your Customer Success productivity. 

Not ready to schedule a demo just yet? Take an interactive tour of the Vitally platform today!