Gives Us the Whole Picture
Gives Us the Whole Picture
Gives Us the Whole Picture
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Challenge
We used to spend around 2 hours for each customer handover — 1 hour analysing customer data and history and 1 hour on a meeting with the new Customer Success Manager (CSM). This process was time-consuming and took valuable time away from direct customer engagement.
“Together, Planhat's Customer Profiles, Workflows and Metrics have increased our onboarding NPS from 74 to 78 and survey response rate from 38% to 54% in just 3 months”
Challenge
We used to spend around 2 hours for each customer handover — 1 hour analysing customer data and history and 1 hour on a meeting with the new Customer Success Manager (CSM). This process was time-consuming and took valuable time away from direct customer engagement.
“Together, Planhat's Customer Profiles, Workflows and Metrics have increased our onboarding NPS from 74 to 78 and survey response rate from 38% to 54% in just 3 months”
Challenge
We used to spend around 2 hours for each customer handover — 1 hour analysing customer data and history and 1 hour on a meeting with the new Customer Success Manager (CSM). This process was time-consuming and took valuable time away from direct customer engagement.
“Together, Planhat's Customer Profiles, Workflows and Metrics have increased our onboarding NPS from 74 to 78 and survey response rate from 38% to 54% in just 3 months”
Solution
Planhat’s Customer Profile provides a consolidated overview giving access to all our customers' critical information at a glance. This has streamlined the handover process to just 20 minutes. Combined with Planhat’s Workflows and Metrics, it allows our CSMs to focus more on engaging with customers rather than admin.
Solution
Planhat’s Customer Profile provides a consolidated overview giving access to all our customers' critical information at a glance. This has streamlined the handover process to just 20 minutes. Combined with Planhat’s Workflows and Metrics, it allows our CSMs to focus more on engaging with customers rather than admin.
Impact
Thanks to these improvements, our onboarding NPS increased from 74 to 78, and our survey response rate rose from 38% to 54% in just 3 months.
Impact
Thanks to these improvements, our onboarding NPS increased from 74 to 78, and our survey response rate rose from 38% to 54% in just 3 months.
Fernanda Portes
Customer Success Coordinator
Qulture.Rocks
Fernanda is a customer success leader with nearly 10 years of experience helping technology companies build customer-centric teams and programs. At Qulture.Rocks, she has spent over three years advancing from Customer Success Manager to Lead and now Coordinator, where she drives adoption, deepens customer relationships, and leads high-impact initiatives to support growth and retention. Earlier in her career, she held roles in project management and people operations at Usina 82, Stone Pagamentos, and Itaú Unibanco. Fernanda brings a strategic mindset, a strong focus on team development, and a deep commitment to delivering exceptional customer outcomes.
