An AI-powered Solution Enhanced the Efficiency of Customer Success Manager Operations

Summary:

With an AI-driven time tracking solution, a company reduced time spent on inefficient tasks, minimized manual submissions, and gained valuable insights into the team’s workload, enabling data-driven operational improvements and sustainable growth planning.

Client: 

Wunderkind, previously known as BounceX, is a company established in 2010 in New York. It helps brands improve their ability to identify customers online, offering personalized marketing on a large scale. Utilizing AI, Wunderkind’s performance marketing platform enables brands to recognize and engage a larger portion of their website visitors. 

Problem Statement: 

At Wunderkind, gaining insights into how the Customer Success Manager (CSM) team allocated their time and understanding their overall capacity was a significant challenge. 

Initially, the team relied on manual spreadsheets with predefined tasks to track time, but this approach quickly became unmanageable due to its time-consuming nature. They then transitioned to a project management tool, which was effective for managing projects but still required manual time tracking, and its reporting capabilities fell short.

Wunderkind sought a scalable solution that would provide better insights without adding administrative burdens to their CSMs.

Results:

• Decreased time spent on inefficient tasks.
• Minimized the need for manual submissions.
• Enabled data-driven justification for operational requests and optimizations.
• Offered a data-backed understanding of the team’s workload, supporting sustainable growth and effective capacity planning.

AI Solution Overview:

Wunderkind implemented Timely, an AI-driven time tracking solution that simplifies time entry. Timely’s AI platform enables Project Managers to better monitor and analyze time spent across various tasks, while its Memory calendar feature automatically gathers time data from multiple applications. 

The implementation process was smooth and efficient, allowing CSMs to start recording their time after just a few training sessions. 

With Timely, Wunderkind automated the time-consuming process of submitting hours, tracked time allocation more effectively, and gained the ability to visualize and report on time data seamlessly.

References: 

1. Case Study. Wunderkind. https://timelyapp.com/wunderkind-case-study

Industry: Marketing

Vendor: Timely

Client: Wunderkind 

Publication Date: 2024