Saves Us Hundreds of Hours
Saves Us Hundreds of Hours
Saves Us Hundreds of Hours
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Challenge
Trustpilot is a global online review platform which hosts over 980,000 business domains, with consumers posting new reviews more than once every second. When we tried to implement our previous Customer Management solution, we faced significant adoption challenges and lacked general consensus on how to standardize processes across the customer journey. We were also heavily reliant on Outlook for customer communications, which was inefficient for our Customer Success Managers who spent too much time hunting for and forwarding email comms. We desperately needed a customer success platform that would be easy for the team to get onboarded onto and adopt, and would allow us to scale our customer management operations efficiently.
“Just during our first month of using the platform we saved more than 100 hours by automating pricing notification, winback, CSM change and campaign emails.”
Challenge
Trustpilot is a global online review platform which hosts over 980,000 business domains, with consumers posting new reviews more than once every second. When we tried to implement our previous Customer Management solution, we faced significant adoption challenges and lacked general consensus on how to standardize processes across the customer journey. We were also heavily reliant on Outlook for customer communications, which was inefficient for our Customer Success Managers who spent too much time hunting for and forwarding email comms. We desperately needed a customer success platform that would be easy for the team to get onboarded onto and adopt, and would allow us to scale our customer management operations efficiently.
“Just during our first month of using the platform we saved more than 100 hours by automating pricing notification, winback, CSM change and campaign emails.”
Challenge
Trustpilot is a global online review platform which hosts over 980,000 business domains, with consumers posting new reviews more than once every second. When we tried to implement our previous Customer Management solution, we faced significant adoption challenges and lacked general consensus on how to standardize processes across the customer journey. We were also heavily reliant on Outlook for customer communications, which was inefficient for our Customer Success Managers who spent too much time hunting for and forwarding email comms. We desperately needed a customer success platform that would be easy for the team to get onboarded onto and adopt, and would allow us to scale our customer management operations efficiently.
“Just during our first month of using the platform we saved more than 100 hours by automating pricing notification, winback, CSM change and campaign emails.”
Solution
Since rolling out Planhat we have seen clear operational improvements. The platform is extremely easy to use. Its intuitive UI has enabled customer success managers to get up and running quickly, making data-driven decisions without comprehensive training in the app and driving swift team adoption. Planhat’s sophisticated customer success automation and data transformation capabilities have also allowed us to optimize our end user facing email communication workflows. Each year, our customer teams were sending thousands of pricing notifications and campaign emails by hand: now, with Planhat’s automated sequences, they’ve successfully automated highly personalized, engaging campaigns at scale.
Solution
Since rolling out Planhat we have seen clear operational improvements. The platform is extremely easy to use. Its intuitive UI has enabled customer success managers to get up and running quickly, making data-driven decisions without comprehensive training in the app and driving swift team adoption. Planhat’s sophisticated customer success automation and data transformation capabilities have also allowed us to optimize our end user facing email communication workflows. Each year, our customer teams were sending thousands of pricing notifications and campaign emails by hand: now, with Planhat’s automated sequences, they’ve successfully automated highly personalized, engaging campaigns at scale.
Impact
This data-driven engagement model has saved our customer teams enormous amounts of time. Just during our first month of using the platform we saved more than 100 hours by automating pricing notification, winback, CSM change and campaign emails. Additionally, email automation has allowed us to increase outreach to at-risk customers by between 5 and 20% across all our geographical segments. Though the impact is yet to reflect on our churn numbers, Planhat is clearly empowering us to engage with our customers more proactively than ever before.
Impact
This data-driven engagement model has saved our customer teams enormous amounts of time. Just during our first month of using the platform we saved more than 100 hours by automating pricing notification, winback, CSM change and campaign emails. Additionally, email automation has allowed us to increase outreach to at-risk customers by between 5 and 20% across all our geographical segments. Though the impact is yet to reflect on our churn numbers, Planhat is clearly empowering us to engage with our customers more proactively than ever before.
Lasse Thomsen
Director of Commercial Operations
Trustpilot
Lasse is an experienced commercial operations and business systems leader with over a decade of expertise in scaling organizations, optimizing CRM and ERP systems, and driving transformation initiatives. He currently leads business systems at MapsPeople, and previously spent nearly three years at Trustpilot spearheading global commercial operations. Earlier roles at Labster, NTI, and Bellagroup saw him deliver large-scale improvements across processes, platforms, and team structures. With a Master’s in International Organisation and Development from Aalborg University, Lasse combines strategic thinking with a people-first approach to operational excellence.
