Case Study: Clicktale achieves company-wide access to customer context and aligned customer success with Totango's Zoe

Clicktale Aligns around the Customer with Company Wide Access to Customer Context

Clicktale, a customer experience analytics provider, shifted from a professional services model to a customer-success–focused organization and needed a way to make consistent, real-time customer context available across the company. After adopting Totango’s Customer Success Center to standardize health scores and alerts, Clicktale became an early adopter of Zoe—the conversational, Slack-based interface—to put customer data directly into the tools teams already use.

Zoe quickly reached about 40% company adoption and enabled proactive, data-driven actions: CSMs used Early Warning alerts, sales uncovered upsell opportunities (one strategic account was already ~60% over allocation), and finance, product and support accessed account details without extra reports. The outcome was faster, aligned cross‑department decisions, clearer customer health visibility, and measurable improvements in renewals, upsell and operational efficiency.

Clicktale

Shai Rybak

VP of Customer Success