Case Study: Navattic cuts monthly churn 20% and onboards 4x more users with Vitally
Key results
The challenge
As Navattic grew from one to six CSMs serving 900+ customers, the team needed a single place to document every customer touchpoint. Head of Customer Success Alisa Feng noted it was difficult to keep onboarding and renewal processes consistent as the team expanded.
The solution
Navattic adopted Vitally as a home base for day-to-day Customer Success workflows, using Vitally Playbooks to standardize onboarding and managing its QBR and renewal processes in the platform.
“Our average time to go live for customers decreased by 30% after implementing Vitally Playbooks.”
AFAlisa FengHead of Customer Success, Navattic
The results, in context
Navattic reported a 20% decrease in monthly churn between the first and second halves of 2023, a 30% reduction in average time to go live after implementing Playbooks, a 10% increase in average customer health, and a 4x increase in onboarded users year over year. Figures are quoted from Vitally's published Navattic story and dated to that source.