Case Study: Vertuoza scales customer success with automated journeys from Skalin

Liberate half a day per week for each CSM through the automation of the customer journey

Vertuoza, a hypergrowth SaaS company providing a construction site monitoring solution, faced significant challenges managing its rapidly expanding customer base of 2,500 clients. Their primary issue was a lack of a centralized view of customer interactions across numerous disjointed tools, forcing teams to waste time consolidating information and hindering their ability to proactively support customers. They turned to the vendor Skalin and implemented its Customer Success Platform to gain a 360° view and automate processes.

By implementing Skalin's platform with its native integrations, Vertuoza automated key customer journeys with playbooks for onboarding, adoption, and risk scenarios. This allowed their Customer Success Managers to work proactively instead of reactively, freeing up 4-5 hours per week per CSM for other projects. The solution from Skalin enabled the team to manage more customers while maintaining high-quality human interaction, effectively supporting their continued hypergrowth.

Vertuoza

Sam Vandervaeren

Customer Success Managers