Case Study: MonkeyLearn multiplies CSM bandwidth with Vitally

MonkeyLearn's Customer Success team uses Vitally to synchronize customer lifecycle information across systems.

MonkeyLearn, a text analysis platform, needed a better way to coordinate customer success efforts as it scaled. The team was relying on internal databases and a CRM built more for sales and marketing, which made it hard to share customer data across CS, BDRs, and support and left them without a full picture of the customer lifecycle.

Vitally’s CS platform gave MonkeyLearn a centralized home for customer data, helping the team unify information from multiple systems and act more independently from engineering and product. By using Vitally’s customizable views like Cards and Decks, MonkeyLearn improved visibility into each account, and after spinning out a Professional Services team, the company increased CSM bandwidth and output while creating more personalized customer experiences at scale.

MonkeyLearn

Diego ‘Colo’ Ventura

Customer Success Manager