Case Study: Pencil decreases time to value with Vitally

Pencil significantly decreases time to value for customers with Vitally

Pencil, a creative AI platform for direct-to-consumer brands, faced significant challenges in scaling its customer success operations. Their team was hindered by disconnected data spread across multiple Google Sheets, which prevented efficient communication, rigorous analysis, and effective onboarding of new members. This qualitative approach made the team feel ineffective compared to their data-driven peers elsewhere in the company, leading to inefficiencies and an inability to quickly understand customer health.

By implementing Vitally, Pencil's customer success team gained a unified platform to manage all customer data and analytics without requiring technical resources. Vitally's configurability and health scores provided a shared, quantitative language for the entire organization, enabling personalized customer engagement at scale. The solution significantly increased the team's efficiency, with Pencil reporting a 3x to 5x improvement in their ability to decrease time to value for customers and reduce churn.

Pencil

Chase Mohseni

Customer Success Lead