Case Study: Triptease reclaims ~30% of CSM time with Vitally AI
Key results
The challenge
Before Vitally, Triptease's CSMs could not readily answer basic account-health questions such as quarterly churn or revenue at risk, according to Global VP of CS & Support Larry Hogan. Customer data was fragmented and Customer Success was largely reactive.
The solution
Triptease unified its customer data in Vitally and adopted the platform's AI features to generate customer pulse updates and automate CSM workflows.
“The concept of being a truly strategic CSM was impossible before. With the AI features in Vitally, now they actually have the time and visibility to do the work they were hired to do.”
LHLarry HoganGlobal Vice President of CS & Support, Triptease
The results, in context
Triptease reported reclaiming roughly 30% of CSM time, using 97% of Vitally AI-generated pulse updates unedited, and saving more than two hours per CSM each week through AI workflows. Figures are quoted from Vitally's published Triptease story and dated to that source.