Moving to Org-Account Structure Summary
✅ Prepare data and define org-account relationships
✅ Develop a Data Migration Strategy
✅ Set track rules at both levels
✅ Optimize the Use of Vitally Hierarchy
✅ Validate data and hierarchy before go-live
✅ Update Reporting and visualizations
✅ Train teams and share updates
✅ Monitor the live environment and troubleshoot issues
1. Prepare Your Data & Define the Hierarchy
Before restructuring your data, start by clearly defining how organizations and accounts should be grouped.
Identify Organizational Relationships: Determine which accounts should be grouped under an organization (i.e., parent-child relationship) and which accounts should remain standalone.
Group Accounts Properly: Ensure that multiple accounts belonging to the same parent entity are properly grouped under a single organization. Identify fields (e.g
organizationId,parentId, orultimateParentId) to map related accounts to a single organization.Define Custom Traits: Ensure your data source (e.g., BigQuery, Salesforce, etc) includes clearly defined fields representing the org-account relationship.
2. Develop a Data Migration Strategy
Minimize risk during migration by following a deliberate, staged approach:
Start Small: Test the migration process with non-critical accounts or, if you have access, sandbox data to uncover potential issues early.
Roll Out in Stages: Depending on the size of your data, break up your migration by region, product, or team to reduce risk and simplify troubleshooting.
Handle Duplicates: Account for duplicate users (e.g., same email, different
externalId). Use traits and API checks to filter them appropriately.
3. Define Organization & Account Lifecycle Tracking Rules
Ensure your system accurately tracks customer status across both organizational levels:
Organization Track Rules: Track organization-level lifecycle changes (Active, Churned, etc.). Note: organization status will affect linked accounts, but not vice versa.
Account Track Rules: Use logic to distinguish standalone accounts from those under organizations and keep status traits updated automatically
4. Optimize Use of the Org-Account Hierarchy
Use the hierarchy intentionally to reduce complexity and enhance visibility:
Keep It Simple: Only create organizations when needed. For accounts without organizations, retain them at the account level.
Leverage Rollups: Use built-in aggregation to surface metrics like MRR, NPS, and Active Projects at the organization level.
Plan for Feature Parity: Some features (e.g., NPS) exist only at the account level. Plan workflows to ensure NPS, projects, and docs are handled appropriately across both levels of the hierarchy.
5. Test & Validate the Setup
Avoid surprises by validating everything before going live:
Test in Sandbox: Set up the full hierarchy in a sandbox environment and simulate real usage.
Validate Data Integrity: Confirm that customer relationships are accurate and all data has been correctly migrated.
6. Update Dashboards & Reporting
Make sure your teams have visibility into both levels of your customer data:
Refresh Dashboards: Update all dashboards to reflect both organization and account metrics.
Use Aggregated Metrics: Surface calculated traits and aggregated metrics at the org level to track the overall health of multi-account customers.
7. Align Teams & Communicate the Change
Cross-functional collaboration is key to success:
Coordinate Cross-Functionally: Involve Customer Success, Data, and Technical teams to ensure everyone understands the changes and their impact.
Share Timelines: Communicate clear milestones and migration dates with all stakeholders.
Train CSMs: Ensure CSMs are trained to manage and navigate the new structure in Vitally.
8. Monitor & Troubleshoot After Launch
The work doesn’t end after going live:
Monitor Closely: Watch for misaligned accounts, incorrect metric rollups, or unusual behavior.
Act Quickly: Proactively resolve issues like data mismatches or duplicate records. Vitally Support is here to help if needed.