Case Study: Thycotic achieves company-wide customer engagement and actionable customer insights with Influitive

Your CS Department Learns from Your Customers, But Why Are They the Only Ones

Thycotic, a provider of Privileged Access Management (PAM) solutions, faced a common problem: customer-facing insights lived in siloed teams, so the company lacked a holistic view of customer needs, onboarding was manual and inefficient, and scaling engagement and reference programs was time-consuming. Customer Success wanted the whole organization — Product, Marketing, Sales, UX and Professional Services — to have access to richer, actionable customer data.

Thycotic launched a company-wide customer engagement portal on Influitive to automate onboarding, segment customers, run challenges for references and beta testers, and reward participation with tangible swag. Within months the portal centralized feedback for product roadmaps and marketing, reduced manual outreach (one CSM used to send 1,400 reference emails annually), improved onboarding and support scalability, and helped break down silos so insights drive product improvements and growth.

Thycotic

Angie Hohensee

Senior Director of Customer Success and Programs