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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 oversees international business and enhances transparency and efficiency in the CSM team by analyzing time allocation and optimizing operations for better results.

Natalie,
Director of Customer Success Operations at Wunderkind

"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.
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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 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 at Wunderkind

The Result

Unmatched Data insights
Wunderkind has used Timely for data insights to push operational changes and reduce time spent on inefficient tasks.
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Reduced manual effort
Timely's Memory calendar feature, which automatically pulls in time data from various applications, has been “indispensable” for Wunderkind in reducing manual submissions.
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Easy Reporting
From an oversight perspective, Timely’s reporting has been invaluable to Wunderkind. 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.
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Foolproof integrations
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.
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Fantastic Feedback
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