At Vitally, we give Customer Success teams the flexibility to define the Traits they use to measure and understand their customers. With Custom Traits, Vitally users have been able to set data points that are not always captured by the tools they integrate into their Customer Success organization.

Today, we’re excited to announce the release of Calculated Traits, a new form of Custom Traits in Vitally that unlocks more ways for Customer Success teams to track and analyze customer data.

With Calculated Traits, Customer Success teams can now dynamically track the value of objects like Tasks, Conversations, and Custom Objects, and roll up these data insights to their Accounts and Organizations — all right inside Vitally. Now teams can track the number of tasks completed for a customer, amount of tickets opened over the last 30 days, and much more.

Custom Traits vs. Calculated Traits

Custom Traits are static traits, which are manually updated by the user or customer. Calculated Traits are dynamic traits, which automatically update based on activity objects (e.g. Tasks, Notes, Conversations) or custom objects attached to your Accounts and Organizations.  

How Calculated Traits Work

Just like Custom Traits, Calculated Traits are tailor-made to capture and surface the precise data your team needs. Calculated Traits (click here to take a tour) have the added layer of not just grabbing a snapshot of data at a given moment, but automatically calculating and updating it over time.

Let’s explore how it works: Start by choosing your data source, which can be any object in Vitally such as Tasks, Conversations, or Users, or any of your Custom Objects. Then, choose the metric value you want to see, whether it’s a sum, average value, unique value, and so on.

And that’s it! You can further define your Calculated Traits by adding filters and groups to your trait to obtain more detailed insights. Once set, you can also preview the trait's value for any specific account.

Calculated Traits seamlessly integrate with the rest of the Vitally platform. Leverage them in Health Scores, Playbooks, Dashboards, or anywhere else in Vitally where you would normally use Traits.

To give you a taste of the possibilities, here are some use cases for Calculated Traits:

• Sum of Annual Recurring Revenue (ARR) across closed/won opportunities: If you're syncing Opportunities from your CRM into Vitally as a custom object, create a Calculated Trait to monitor the total ARR across all Opportunities for each account.
• Count of Conversations from Intercom/Zendesk/etc. over the last X days: Use Vitally’s plug-and-play integration with a ticketing software like Intercom or Zendesk, and create a Calculated Trait that tracks the number of conversations per account over time.
• Sum of 'Hours Worked' from Tasks completed in the last X days: Keep track of team productivity by adding a Custom Trait for ‘Hours Worked’ to your Tasks to measure time spent, then sum the total hours across all completed Tasks in the last day, week, or month.
• Rollup Opportunity Value to Accounts: Consolidate data by creating a Calculated Trait to rollup a customer’s ARR value from an Opportunity object to the Account in Vitally.

With Calculated Traits, Customer Success teams can harness the full potential of their data to gain deeper insights, enhance automation, and report on business success.

Calculated Traits are available now. To get started, head over to the Traits section under Data Management in your Vitally settings. Click on Account Traits, where you’ll then see Create Calculated Trait as a button under Custom Traits.

Ready to Learn More?

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