Challenge

Before implementing Planhat, our team faced several customer management related challenges as we were growing our customer base. Our data was stuck in numerous different systems and we lacked a comprehensive view of our customers that was accessible to the wider company. This limited our ability to understand how customers were using our platform, how to meet their needs efficiently and how our teams were actually driving value for the business. Furthermore, we weren’t optimizing for operational efficiency and cost - we needed to employ an additional full-time CSM due to our team being overburdened with manual tasks. Also, we had maximized the use of all the costly seats in our CRM system, which make it clear we needed a more scalable customer management solution. These challenges combined to have a profound negative impact on our efficiency and profitability, and limited our ability to scale business operations.

Solution

Since consolidating and organizing our tech stack in Planhat, we have been able to quickly access a holistic view of our entire customer base. Through rich usage dashboards and flexible automations, we’re much more efficient than before and are able to drive action based on changes in underlying data, streamlining our customer management processes. As people managers, we can now also clearly evaluate the performance of our customer organization, carefully optimize our CSMs' capacity and support them proactively throughout the customer journey, with all the necessary context to hand. As a result, our customer management teams have become more efficient, performant and profitable than ever.

Impact

During our first year with Planhat, we built out a more cost-efficient customer management organization. Since Planhat allowed us to get a consolidated view of our customer data and supports unlimited users, we removed a dozen expensive seats in our CRM that simply went unused. Increased operational efficiency and process alignment also removed the need for an additional full-time CSM monitoring operations, further reducing our operational costs even as we grew our customer base substantially. As a result, Planhat has generated substantial ROI for us in year 1. We’re excited to see how it can allow us to continue scaling our business without scaling headcount, catalyzing our growth strategy over the coming years.