Vainu, the most comprehensive company and contact data software in the Nordics, faced a challenge with fragmented usage data, limited visibility into feature adoption, and reactive account management. They needed a more proactive solution to keep their customers satisfied.

To solve this, Vainu started using Userlens to bring better data, structure and automation into customer usage monitoring.

Impact TL;DR

• 10+ features tracked daily

• Meeting prep time down by 30%

• Timely Slack alerts

• Hygienic HubSpot data

• 1,000+ accounts managed predictively with AI health score

• 15 HubSpot fields synced automatically

High level view of activity for every CSM

With Userlens, every single CSM from Vainu is equipped with an intuitive overview of all their accounts. This allows them to see the accounts' activity and spot potential risks at a glance.

Each account's status can be quickly seen with the AI Health Score, but it's also possible to take a deeper look into feature usage as well as user activity. This means CSMs are not bombarded with too much unnecessary data, but if they want more information, it's easily available.

Vainu CSMs can also set up Slack alerts for changed activity they don't want to miss. Even with thousands of accounts to manage, Userlens will make sure the important opportunities to be proactive won't be missed.

Prepping for every meeting

When a customer meeting is coming up, CSMs come to Userlens to quickly understand:

1. How active have key stakeholders been on Vainu and when?

2. What is the ratio of power users vs. dormant users?

3. Which features are being used the most?

Vainu teams get quality product data faster than ever before. The average preparation time for customer meetings has gone down by 30%. This has allowed CSMs to focus their energy on more productive things than filtering through an unnecessary amount of confusing numbers.

"We've been able to mention much more concrete examples in customer meetings about their product usage. It's then easier to do upsell or suggest how they can use the platform better."

— Zacharias, Partnership & RevOps Lead

Closing the feedback loop on new feature launches

Userlens shows how a new feature is getting adopted across all accounts.

Based on the level of adoption, Vainu CSMs can reach out to their customers to ask relevant questions. For example:

• Active adopters: Which aspects of the feature deliver the most value? What use cases is it solving? How might it be expanded even further?

• Non-adopters or churned users: Was the onboarding unclear? Did the feature not address their core needs? Or did they encounter friction that caused them to stop using it?

“We used to rely heavily on anecdotal feedback after a feature launch. Now we see in real time who’s using it and who isn’t, and we can ask the right questions to both groups.”

— Carolina, Account Director

Upsell based on usage

Product usage signals are among the strongest indicators of upsell opportunities. Vainu’s CSMs no longer have to guess when an account is ready to expand; immediate Slack alerts notify them as soon as engagement patterns suggest potential for growth.

“There’s a big difference between pitching an upgrade and showing why it makes sense. When we reach out with data that proves how much value a customer is already getting, the upsell conversation becomes much more natural.”

— Rasmus, Customer Success Manager

HubSpot sync

Vainu’s HubSpot has never been more hygienic and complete with usage data. 15 HubSpot fields are pushed and synced from Userlens automatically with user and company level analytics.

This gives sales, customer success, and RevOps teams a shared, up-to-date view of how customers are engaging on their platform.

Userlens' Impact

Userlens transformed overwhelming and disorganized product usage data into intuitive analytics that various teams in Vainu can easily use and interpret.

Every CSM enters meetings prepared with concrete examples. Every feature launch becomes an opportunity to learn. Every renewal or upsell conversation is supported by evidence. All while spending less time reading the data.

“We have more data now, but more imporantly, we know exactly what it means and what to do with it. We've gone from reacting to problems to anticipating them."

— Zacharias, Partnership & RevOps Lead