Akita

What do you like most?

We have a lot of customers but few Customer Success Managers to take care of them. The main benefit of Akita for me as a manager is that I can see status information for a specific customer at any time, in real time. For example, I can see movement in MMR, or recently added activities from our CSMs. At the same time, I can get an overall view of the customer segments through the Dashboard feature to see which segments are growing and which ones are struggling before doing a more in-depth analysis. Other features, such as Playbooks, have helped us automate many processes that we used to do manually. This has saved us time both on the process itself, but also on no longer having to follow up and ensure that it is carried out.

What do you like least?

I was able to connect my CRM system and support platform myself, but needed to involve the IT department to post logs and user statistics which delayed things by a couple of days.

What business-critical problems do you feel Akita solves?

Automation of processes, not only in our Customer Success department, but also other parts of the company. Control in the Customer Success department, 360-degree customer view, customer segmentation and an increased ability to be able to customise a process for each customer segment.