Virtuous × Nitro Signals

I'm Eric Joestaff. I'm our senior manager for customer implementation here at Virtuous. So my team works with customers directly post sale. Prior to Virtuous, I was a nonprofit fundraiser myself, and so I have a background that resonates heavily with our customers.

They were healthy. They were meeting all of our calls. They were checking all the boxes in Rocketlane. But then when we got to the end of onboarding, and we sent them sort of our post post onboarding CSAT score, the result was a little bit different than what they had what our team had anticipated.

And so we went back and we checked. But some of these customers were saying keywords like, oh, this is a little overwhelming or, you know, hey. We're a little confused about what's gonna happen after we go live with these certain things. You know?

Not really escalated terminology. Kind of little things that showed that they maybe weren't as comfortable through the process. All of our processes for addressing risk and addressing customer escalations were manual. Right?

So we had to be on a call with the customer. We had to take in their escalation or take in their risk. We had to document that manually. We had to make sure it was in the right spot, and then we had to, importantly, act on that.

One escalation can take tremendous amount of time from an implementation manager, that they could be, you know, delivering value to their book of business. It's surfaced. It's documented by AI. It's served up in a way that's helpful.

And then our awesome team can take that, move it forward, and do what they do best, which is solve that customer problem. We'd set up our first couple risk signals.

They ran, and then they populated the risks that our team already knew was were in flight. But it was an immediate validation of, hey. This tool is surfacing the right information for us, which is, you know, you have to trust the data that AI models or any tooling is populating for you and real life helpful, and and true with what we were facing on a day to day basis, solving customer risk really efficiently impacts the customer sentiment really heavily. We all know that onboarding is, in my biased opinion, the most important part of a customer journey, maybe short of of sales.

So if we can make their process even more efficient when they're having concerns, we can boost customer sentiment, and we can make sure they have a solid transition and really growth and expansion with the customer success team. Virtus has been using Rocketlane for several several years now. We were really, really, really eager to jump on signals when it was first released. It's just great to see, you know, the company moving into the AI space in a way that's not just AI for the sake of AI, but AI for professional services leaders.