Case Study: Foleon increases retention and expansion with Vitally

Foleon saw +25% retention and +50% expansion

Foleon, a content creation platform, struggled with multiple disconnected tools that left its Customer Success team without a single source of truth. This forced their CSMs to spend excessive time on research and fire-fighting instead of proactive customer engagement. Foleon initially used their CRM, HubSpot, as a makeshift solution but ran into significant limitations, prompting their search for a dedicated Customer Success platform.

Foleon implemented Vitally, a Customer Success platform, which provided an easy-to-set-up, centralized source of truth. The solution enabled CSMs to prioritize their days effectively and gain deep insights into customer health. Using Vitally led to substantial improvements: a 25% increase in customer retention, a 50% increase in expansions, and significant rises in NPS and customer health scores. Critically, Vitally allowed Foleon to scale its customer base without needing to scale its CSM headcount, delivering major efficiency gains.

Foleon

Sam Brown

Vice President