Case Study: Grata operationalizes customer data and improves customer success with Vitally

Grata Increases Monthly Active Users and Power Users with Vitally Automation

Grata, a leading company intelligence engine, needed a better way to track customer engagement, operationalize customer data, and gain visibility into customer health over time. The Customer Success team had been managing this information in a Google Sheet, which made it difficult to build customer relationships and support GTM strategy. Grata turned to Vitally, a Customer Success Platform, to solve these challenges.

With Vitally, Grata automated CS processes, expanded visibility into customer data, and used features like Playbooks, reporting, and Slack integrations to support decision-making and onboarding. The company exceeded its NPS goal, gained company-wide visibility into NPS responses, and improved its ability to track important metrics like single-user seats and customer evangelists. Vitally helped Grata build institutional knowledge and strengthen its Customer Success operations.

Grata

Domila McFarlane

Customer Success Director