Challenge

We needed a customer management platform that could keep up with us as our business grew and our customer success model became more complex. We tried to build more flexible reporting to capture our evolving processes and inform our decisions, but were struggling to keep data up to date and build custom data views with sufficient granularity. Our Customer Success Managers needed a way to build repeatable workflows tailored to different customer segments.

Solution

Planhat has given us the flexibility and visibility we needed to report on key outcomes and closely monitor progress across customer journeys. Importantly, unlike in previous systems, we can quickly implement new data fields to reflect key customer information without needing to rely on data engineers. Planhat's automations have also allowed us to maintain data hygiene and reliability without constant data reviews or manual effort, and Workflows let our CSMs focus on action, not administration, by surfacing customer activities and tasks in a timely, data-driven way.

Impact

Since we began using Planhat six months ago, we've implemented segment-specific customer reporting for the first time, including monitoring of time-to-end onboarding, customer assignment volume over time, and the frequency at which key activities are completed. Planhat's Workflows and team reporting capabilities also empowered us to undergo a large-scale reorganization of our customer success team, successfully reassigning more than 10% of our active accounts to new CSMs to better align with their capabilities and experience.