Cognigy

Challenge

Before integrating Planhat into our post-sale customer success operations, were in the process of transitioning from a small team to a larger workforce. The need for detailed data visibility in post-sale interactions became increasingly crucial as we aimed to efficiently handle a growing customer base. We struggled to track contract cycles, accurately assess renewal phases, and gain insights into where customers were in their journey. This limited visibility not only hindered effective engagement strategies and anticipation of customer needs but also posed a risk of oversight in contract renewals, upselling opportunities, and cross-selling initiatives.

Solution

Planhat has provided us with a comprehensive solution extending beyond our initial challenges. We've been able to benefit from an extensive range of features that played a pivotal role in our success. The NPS survey module allowed us to gather valuable customer feedback, providing insights into customer satisfaction and areas for improvement. Planhat's analytics and reporting capabilities empowered our team with real-time data, enabling us to make informed decisions and track key performance indicators. Additionally, Planhat's extensive integration with our existing tech stack streamlined our processes and enhanced the overall efficiency of our customer success operations, seamlessly integrating with our existing tools for a cohesive and holistic view of our customer data. This level of integration also facilitated proactive communication for our management team, keeping everyone up to date on risks within our customer base. This enhanced visibility strengthened our ability to address issues promptly and make informed strategic decisions.

Impact

Planhat's extensive feature set has yielded significant positive outcomes for Cognigy. We conservatively estimate that Planhat has allowed us to achieve time savings of around 2-4 hours per week per CSM. This allows our CSMs to redirect these hours towards more strategic and value-driving activities, contributing to overall operational productivity and effectiveness within our growing customer portfolio. Overall, the key business outcome Planhat has helped us to achieve so far is our ability to maintain the same high Net Revenue Retention (NRR) rates that we were used to as a startup while successfully scaling into a larger organization.