Challenge

As a fast-growing scale up, it's essential for us to serve an increasing number of small customers while keeping our headcount relatively stable. To date, one of our key barriers to achieving this has been a lack of information on which customers we should be contacting and when. Without a deep understanding of our customer health, we had to settle for inefficient and reactive engagement with at-risk customers that should have been caught sooner.

Solution

With Planhat, we gained a level of visibility over our customers' health that we've never had before. Using Planhat's automations and metrics, we've been able to proactively identify at-risk customers based on product usage and flag customers not meeting our onboarding milestones within a certain time period. Planhat's workflows have also allowed us to deploy a standardised process for flagging and engaging with customers whose onboarding health score drops to red. These capabilities have been invaluable for retaining and growing our long-tail of smaller customers who, due to their large numbers, have historically been difficult for the team to manage proactively.

Impact

Most notably, Planhat has helped us to increase the speed and the accuracy at which we can identify at risk-customers. As a result, its been a key factor in allowing us to save close to 70% of our at-risk SME customers in onboarding, before they would have churned. And since the team no longer need to dig through numerous reports to surface health data during onboarding or decide who to engage with next, they've each saved close to 20 minutes a day since adopting Planhat.