Case Study

Wunderkind is an AI-powered performance marketing engine designed to help brands recognize and engage more of their website traffic. By sending personalized one-to-one messages like emails and text messages, Wunderkind drives significant performance improvements for its clients. But it's not just about the technology—Wunderkind also offers each client a dedicated customer success manager (CSM) who works directly with them to build and optimize comprehensive marketing strategies.

Natalie, the Director of Customer Success Operations at Wunderkind, oversees the international business and plays a crucial role in enhancing transparency and efficiency within the CSM team. Her efforts are focused on understanding where the team spends their time and how to optimize their operations for better results.
"The feedback has been that it's simple and intuitive to use. The reporting aspect helps CSMs visualize to their managers where their time is spent and where they might need support. This has been beneficial for both CSMs and managers during their reviews."

Natalie

Director of Customer Success Operations

"If you feel blind to areas of improvement or need support in driving operational efficiencies, this tool provides the insights needed to optimize your business."

Natalie

Director of Customer Success Operations

The Solution

That’s when Wunderkind found Timely. After initial one-on-one calls with their CSM Elizabeth and some enablement sessions with their leadership team, they rolled out Timely at the start of the year. The implementation process was quick and straightforward, with the CSMs able to record time immediately after a few sessions.

Timely offered a seamless way to automate the tedious task of submitting hours, track where time was spent, and visualize and report on it. Unlike other tools tailored towards project management, Timely checked all the boxes for Wunderkind's needs.

"The enablement process was efficient, with two initial sessions and one training session. After that, our team could easily download the memory and start recording time in the background. The feedback from our CSMs was positive, noting it was easier to submit time compared to other tools," said Natalie, Director of Customer Success Operations at Wunderkind.

The Result

Since adopting Timely, Wunderkind has gained valuable insights that have already led to operational changes. For instance, they reduced time spent on particular tasks based on the data collected. Timely's memory calendar feature, which automatically pulls in time data from various applications, has been indispensable in reducing manual submissions.

From an oversight perspective, Natalie uses the reporting tab to create teams and analyze time spent at a team level, by client, and by task or tag. This helps identify areas for improvement and understand where resources are being allocated.

Timely integrates well with Wunderkind's frequently used tools like calendars, Zoom, and Jira, making time blocking and tracking seamless and reducing the time spent on manual submissions. The feedback from CSMs has been overwhelmingly positive, with many appreciating the simplicity and intuitiveness of the tool.

Transparency has been a significant benefit, enabling Wunderkind to use data to justify operational requests and optimizations. Timely has provided a data-backed understanding of their team's workload, informing sustainable growth and capacity planning.

"The enablement process was efficient, with two initial sessions and one training session. After that, our team could easily download the memory and start recording time in the background. The feedback from our CSMs was positive, noting it was easier to submit time compared to other tools."

Natalie

Director of Customer Success Operations

"We’re still using it for data collection, but we've already seen insights leading to operational changes. For example, we've reduced time spent on particular tasks based on data feedback."

Natalie

Director of Customer Success Operations

Effortlessly track your time and boost your efficiency with Timely!
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