Velaris vs Custify: Main Overview
Let’s begin with an overview of the two platforms:
Velaris Overview
Velaris is a customer success platform designed to serve basic CS needs for mid-market SaaS with relatively simplistic setups. Their CSP provides account visibility, health scoring, automation, and some AI features for email writing, note-taking, and account summaries.
- Key advantages: good support integrations, workflows, success plans, automations
- Key complaints: difficult setup and rigid dashboards, long onboarding, and difficult automations
Custify’s Overview
Custify is a powerful customer success platform that adapts to the needs of companies large and small. While easy to use and implement, it can scale and handle advanced workflows, complex calculated metrics, sentiment and churn analytics, and advanced customer success automations.
- Key advantages: powerful automation, in-depth playbooks, concierge onboarding, customer-success-first platform
- Key complaints: occasional difficulties in implementation based on organizational complexity
Key Takeaways:
- Velaris is a decent customer success platform for companies with simple workflows and customer success requirements
- Custify is a good customer success software for companies requiring complex setups and guidance
- Velaris can be slow to implement, offers little guidance and support, and does not provide a demo account
- Custify allows customers to demo the platform and offers guidance and concierge (white-glove) onboarding
Comparison Matrix: Velaris vs Custify
Unified account-centric model with telemetry/event ingestion and identity resolution
Event-first accounts/users; custom fields; calculated metrics; lightweight setup
Dynamic 1-10 health scoring (signals + model predictions)
Weighted measures & segment‑level inputs; AI summaries
Drag-and-drop automations, workflow builders
Event‑based playbooks; AI‑generated playbooks;
Success plans
Custom and built‑in lifecycles (onboarding, adoption, renewal)
Customer portal capabilities, QBR reporting
Branded, shareable, customer portals & dashboards, customizable per client
AI features for summaries, emails, predictions
Advanced AI summaries, AI playbooks, AI agents, AI churn risk, sentiment scoring, conversational AI
Real-time KPI widgets, predictive analytics & sentiment analysis
Fully-customizable, shareable dashboards and reports, customer 360 analytics, and full customer experience monitoring
Shared success plans, team workflows, collaboration plus AI summaries
Task management in your CS dashboards, full collaboration capabilities, and automated task assignment
Custom onboarding; typical time to value is up to a few months depending on integration complexity.
~1-3 weeks from sign-up to full setup and value addition, with concierge onboarding
70+ integrations (approx)
45+ (+200 in Zapier)
Emerging AI leader in CSP space; strong focus on automation
Guided, concierge onboarding; fast time‑to‑value
Quote-based; white-glove onboarding often offered
Quote (tiered/account‑based)
CS teams wanting a AI-ready platform and faster insights
Startup → Mid‑market (scales to enterprise)
Feature Breakdowns: Velaris vs Custify
1. Which Platform Has the Best Automation: Velaris or Custify?
While Velaris provides some baseline automation features, implementation seems to be overly complex, and the resulting automations are not as deep as the ones in Custify.
Velaris automation features:
Workflow Automations. Velaris allows CSMs to create simple automations for their workflows, including steps such as creating tasks, sending emails, and assigning CSMs.
Drag-and-drop Flow Builder. The flow builder inside Velaris is a simple drag-and-drop tool that can be useful for building automated workflows quickly. However, some have complained that setting up everything for the automations to work can be difficult, confusing, and labor-intensive.
Custify automation features:
Advanced Automation Engine. In Custify, you can use playbooks to create complex, event-based flows that automate communication, surveys, note-taking, customer tasks, customer portals, CSM tasks, and more. You can even connect other automations.
Calculated Metrics. Custify’s automation allows you to include calculated metrics, which are custom metrics that you can develop inside Custify to measure highly-specific signals from your users.
AI-Generated Playbooks. A standout feature in Custify is the AI playbook generator, which allows CSMs to build flows quickly, with a simple prompt.
2. How Does Health Scoring Work in Velaris and Custify?
While Velaris does offer health scoring that can be quite useful and easy to set up, users have complained that they weren’t able to integrate Health Scores with Slack. Custify, on the other hand, provides a complex health scoring engine with very in-depth customization options.
Velaris health scoring features:
User activity. Velaris lets you build a customer health score for each account that’s an aggregate score on a 1 to 10 scale. These health scores can track user activity, product usage metrics, and support tickets.
Surveys. Health scores in Velaris can also be tied to surveys, indicating, for example, an account’s NPS rating.
Custify health scoring features:
Custify’s customer health feature works slightly differently. Let’s break it down:
- Multiple health scores per account, all on a 0-100 scale.
- Account-specific, customer-specific, or segmented.
- Advanced weighting of measurements.
- Custom distribution of green/yellow/red indicators.
- Signals, or automated health scores.
- Global health score for each account based on custom weighting.
- CSM rating can shed more light on account status.
- Customer surveys (CSAT, Promoter Score) are separate and produce their own scores.
3. How Do Shareable Customer Portals Work in Velaris and Custify?
Velaris has simple, no-fuss portals that allow CSMs to share visibility of tasks with their assigned clients. Custify features feature-rich, shareable customer portals that can be customized with the client’s branding, include objectives and KPIs, files, meetings, tasks, and any other relevant account details.
Velaris customer portal features:
Project Management. Velaris allows you to share a project management dashboard with clients and allows members of their team to view and have assigned tasks.
Task Summary. Customers also get a task summary on their device of choice (including a mobile interface). This summary shows tasks that are planned, in progress, overdue, and completed.
Custify customer portal features:
Custify’s customer portals are feature-rich and focused on driving outcomes for customers and improving the relationship between the CSM and their accounts. Custify portals can include:
- Clients’ branding
- Objectives and KPIs
- Files
- Meetings
- Tasks
- Ongoing playbooks and progress reports
4. Which Platform Has the Best AI Implementation: Velaris or Custify?
Velaris has a relatively safe and basic AI implementation, while CusitfyAI stands out as a CSM-first, AI-assisted system that helps generate playbooks, analyzes churn risk, sentiment scoring, and provides suggestions for next steps based on account signals.
Velaris AI features:
AI Writing Assistant. Velaris provides an AI writing assistant that helps CSMs write emails directly inside the platform. However, some users have complained that this feature is relatively basic and that Google already has a similar feature directly in Gmail.
AI Sentiment Scoring. Velaris can gather data from multiple sources, including Slack, and generate a sentiment score. However, some complain that the setup is long and inefficient.
Account Summaries. Velaris provides account summaries based on tickets, transcripts, and other account signals and activity. Unfortunately, a few user accounts say these summaries did not deliver any actionable insights.
Custify AI Features
Custify features several AI features designed to augment, not replace, CSM work:
Advanced AI Summaries. CustifyAI can summarize your accounts and include bulleted key insights, an intuitive churn risk analysis, and a SWOT analysis.
AI Playbook Generator. CustifyAI can suggest an automation flow based on specific prompts.
AI Churn Risk and Sentiment Scoring. CustifyAI is also always aware of how your accounts are doing. It analyzes churn risk in real time, tracks sentiment trends, and provides proactive alerts about customer dissatisfaction. To help you act, it can also suggest follow-up tasks, summarize conversations, and recommend follow-ups.
Conversational AI Assistant. CustifyAI doesn’t just live inside our customer success software, it’s also directly integrated into the Slack channel you use to talk to your CSM. You can ask CustifyAI for MRR insights, customer data, and more!
5. Which Platform Has the Best Implementation and Services: Velaris or Custify?
While Velaris does offer a dedicated CSM and a decent number of good integrations, Custify is better positioned with concierge onboarding services, faster implementation and time-to-value, and more native integrations.
Velaris Implementation and Services
Dedicated CSM. Velaris assigns a dedicated CSM to every new account to help with implementation. However, some users have reported issues with personnel changes and sudden CSM replacements.
Good integrations. One of Velaris’ biggest strengths lies in its ability to integrate with other tools and data streams. However, many of these integrations are not native and are, in fact, handled on a case-by-case basis.
Custify Implementation and Services:
Fast, outcome-driven implementation. Implementing Custify generally takes between 1 and 3 weeks, but it can take longer depending on your specifics. However, companies see the first value as early as week three.
Concierge onboarding. The biggest advantage for implementing Custify is the concierge onboarding process. With Custify, you get a dedicated CSM who will help you with everything you need to complete your onboarding and configure everything in the CSP.
45+ native integrations. Custify continually adds new integrations, and can support over 200 through Zapier, making it a great way to centralize data.
Standout Features: Velaris vs Custify
1. Velaris | Best for low-complexity CS implementations
Velaris stands out as a great option for small teams with basic customer success needs, such as health scoring, clear dashboards, and good integrations. However, for more advanced CS use cases, the CSP seems to require significant setup time and effort.
2. Custify | Best for white-glove onboarding and assisted CS implementation
Concierge onboarding. Our most-sought-after service at Custify is our concierge onboarding. Each new customer gets assigned a CSM with extensive experience and knowledge in handling customer success. They then help customers implement the platform, work on best practices, and make progress towards their goals.
CustifyAI. One big advantage of Custify is the AI implementation and capabilities. With CustifyAI, CSMs are able to offload repetitive and time-consuming tasks and become more efficient and proactive. From discussing account statuses with the AI to generating quick playbooks, CustifyAI is designed with one goal in mind: to be a context-aware, top-level assistant for CSMs, not a replacement for their work.
Summary: When to Choose Velaris or Custify
Why up-and-coming CS teams pick Velaris
Need a modern CSP with good integrations and base-level CS features → Velaris
Velaris can be great if you want a quick solution for those at the start of their CS journeys. While more complex companies tend to have difficulties implementing Velaris, their platform can serve as a great stepping stone for more advanced CS efforts.
Why SMBs and non-traditional SaaS pick Custify
Need customizable dashboards, health scoring, and concierge services → Custify
Custify is a powerful CSP for SMBs due to its extensive integrations and data stream management options that allow companies that are just starting out to have a complete overview of their customers early on. Non-traditional SaaS often opt for Custify because of the guided onboarding process that helps with setup and implementation.
Why choose Custify over Velaris
Get a platform that adapts with you, with fully guided implementation, advanced AI agents, and outcome-focused customer portals.
FAQs about Velaris, Custify
What customers say about Custify
A better experience for your customers, fewer headaches for your team. You'll be set up in minutes.
Custify helps us to identify upsell opportunities and churn risks very quickly. We now have better retention and a higher customer lifetime value. If you're looking for a CS tool, this is an easy decision.
Custify helps our success team to strategically manage our customers' life cycle. We can now instantly identify churn risks and use a data driven approach to onboarding, product adoption and health scoring. Custify is a no brainer for subscription businesses.
We saw ourselves reflected in Custify. Two small companies trying to really disrupt an industry and try to do something different. We were just excited to work with a company like that.
Custify helped us integrate their customer success management solution within weeks. We've gained a 360 degree view of our clients & it has allowed us to improve our customer focus and further refine our CS strategy. Their solution is scalable, easy to deploy and very user friendly.
If you're going to integrate a brand new tool into your day-to-day operations, you want to make sure that the people behind the tool are the ones with whom you see yourself doing business for a number of years. We felt safe investing in Custify because we know that they care about the product and its functionality & performance.
We've watched NRR grow steadily a lot over the past year, as we've doubled down on our customer usage, without increasing headcount. 90% of what we built is either an automated sort of email connection or automated task reminders.
Our SaaS is quite complex and offers multiple integrated solutions. Even in this scenario, Custify has proven to be a great tool. Our CSMs get a holistic 360 view of each customer and their interactions. On top of this, their support exceeded all our expectations.
Since using Custify we could manage more customers per CSM and we could identify customers that needed our attention. It allowed us to be more proactive on a daily basis and automate manual tasks. The process became really streamlined and it helped us become better for our customers.
Custify freed up more time for our team to focus on the parts of the job that they enjoy and remove the manual tasks and the things that they don't particularly like doing quite as much.
We use Custify to reduce unwanted customer churn. The setup was fast and easy for our tech team. Now our Customer Success Team can't live without Custify anymore.
We feared that the integration would wind up taking a lot of developer time, but we finished in less than half a day thanks to Custify's concierge onboarding.
The most important aspect of working with Custify is that they are very keen to hear and act on customer feedback. Dialogue is key - new product releases often have features that are useful to us. Their CSMs, proactively reach out once feedback that was important for us, has been implemented.
Custify's easy integration and native compatibility with platforms like Intercom and Hubspot streamlined our data centralization. Segmenting customers for targeted automated communications has been a game-changer.
Custify transformed our approach, consolidating information from scattered sheets to one efficient hub with insightful dashboards and dynamic health scores. Thanks to its integration capabilities, our team is now faster, more productive, and closely connected with our clients.
Custify's standout features, the flexible calculated metrics and the visual playbook builder, enable our data-driven company to extract meaningful insights from our customer data. It provides a comprehensive view of our Customer Success impact, from broad overviews to detailed individual customer analyses. With real-time notifications on upsell opportunities and actionable insights for both our Sales and Product teams, Custify is an essential tool for informed decision-making.
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Utilizing Custify, we've seen a significant increase in tool adoption, underscoring the value of health scores. The ability to instantly assess a company's performance and track user engagement trends has greatly empowered our customer success team. This has shifted their focus towards enhancing customer experiences, leading to higher engagement and referrals. Essentially, health scores have been pivotal in our strategy to understand and support our customers more effectively.
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Since integrating Custify, we've consistently exceeded our core KPIs, improved our retention rate and boosted our upsell revenue by 25 to 35% monthly. Coming into this role after Custify was onboarded, I've seen firsthand how much easier it is to manage these critical metrics. It's a game changer that supports my growth as a customer success manager, allowing me to focus effectively on our clients and drive our company's success forward.
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Before Custify, I juggled multiple platforms and tasks, struggling to keep track of everything. Now, everything is centralized, and I can focus on our customers without getting lost in mundane work. We've become more efficient, and our ability to engage and support our customers has greatly improved.
Without Custify, we would be completely blind-sided. It has brought all our customer data into one platform and automated key processes, allowing us to focus on what really matters—driving customer success. Thanks to the real-time alerts and insights, we increased our expansion MRR by 43% and reduced churn significantly. The time savings alone have been invaluable for our lean team.
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When we started with Custify, we had been using another platform that was too complex and required a lot of technical effort to maintain. Custify made everything simpler—centralizing our data, improving our NPS by 20%, and automating workflows, which saved us about 15 hours each month. With Custify it's easy to streamline your processes and focus more on customers.
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Custify has been a game-changer for us. Before, we were duct-taping solutions together, but now, with real-time insights and a holistic approach to customer data, we've significantly boosted customer satisfaction and made well-informed, data-driven decisions. This shift to proactive management has helped us reduce churn and better support our customers' success.
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Custify helped us shift from firefighters to a consultative team, without needing to hire more people.
The creation of our global health score process was definitely a milestone. We see Custify as a partnership rather than something we were sold and had to figure out on our own. That support has been what's made this successful for us.
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