Find out how we helped grow Tovuti's net ARR by 43% within one year
Who is Tovuti ?
Founded in 2017, Tovuti LMS is an adaptive, people-first learning platform that integrates technology, data, and content to foster an environment that promotes growth, agility, and higher performance. Tovuti has more than 500 customers across the globe. For more information, please visit www.tovutilms.com.
Leaving money on the table
Tovuti was experiencing rapid growth and was augmenting its CSM team to service its growing customer base. This came with its own challenges though. The CS team especially needed help with proactive identification of renewal risks and was seeking actionable insights for potential upsell opportunities.
Tovuti was utilizing HubSpot effectively for its sales, and it tried using a CS platform which claimed zero churn for similar success in account management. But the non-intuitive design of the CS platform and need for manual generation of reports meant poor CS team adoption and CS leaders’ time wasted on admin and reporting, rather than working with clients.
Tovuti needed an intuitive and easy-to-use solution which was cost-effective, easy to use, and proactively identifies and guides customer success teams to be on top of their game.
Change the game – Proactive insights and not reactive reports
Intelo.AI unified data from disparate sources like HubSpot, Pendo, Zendesk, JIRA within a couple of weeks and used its AI to immediately start delivering insights on potential renewal risks and upsell opportunities to users.
For a product-led growth company like Tovuti, conversion from trial to contract is crucial – Based on usage analysis, Intelo was able to quickly identify which customers were at risk of conversion. It also identified patterns which indicated upsell opportunities and nudged CSM teams to take action on those.
What got Tovuti hooked on to Intelo was that CS teams didn’t even need to log on to a platform to know what to track and what action to take as they were all available on Slack. Tasks like entering customer pulse information, triggering surveys and action reminders on Slack, greatly increased ease and adoption.
The high-quality insights and the increase in user adoption by CSM’s led to this growth.
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