Challenge

We needed to get our customer processes organized, and prepare to scale up our business. As a startup, we had customers and a Customer Success team but we did not have a central platform to manage the rapid growth we were experiencing in customer base and headcount. We were relying on a scattered suite of documents and spreadsheets, stored in various folders within a larger company shared drive. This made it impossible to establish uniform processes across the customer lifecycle, preventing us from creating exceptional relationships and sustaining growth.

Solution

Planhat allowed us, for the first time, to consolidate a list of all our customer relationships. I can now see our every customer datapoint across our entire portfolio and which CSM owns each relationship, instead of searching through dozens of documents. With Planhat Workflows, every team member knows the key steps they need to follow throughout the customer lifecycle, allowing us to onboard new team members seamlessly into our established processes. Planhat has also enabled us to create effective data-driven health score profiles for our different customer segments and measure progress towards specific customer goals. This has empowered us to strategize around and drive initiatives to realize these objectives and proactively identify at-risk relationships, especially approaching renewal.

Impact

Planhat has created immense value for us by serving as our single source of truth, consolidating all our customer information to keep our team focused on driving action. Since adopting Planhat, we’ve implemented a much more scalable approach to goal-setting and reporting, leveraging health scores and customer objectives to set and track team OKRs. Planhat has also enabled us to effortlessly track and report on metrics ranging from retention and ARR to time spent, allowing us to plan around capacity and hiring in a data-driven way: something which we could only ever manage reactively and inefficiently before. All-in-all, the impact is clear: over the past 11 months, Planhat has enabled us to improve the average health of our customer base by 43%.