Challenge

It was almost impossible to get a good sense of our customers' health. We had no idea which parts of Pexip they were using, and no real gauge of whether we were helping them solve the pain points they had when they started out. We needed a platform that would allow us to consolidate all our customer data, from billing and communications to customer health and product usage, in one place.

Solution

Planhat allowed us to wrap analytics on customer usage, customer data from our CRM and our stakeholder mapping into a consolidated 360-degree overview. CSMs could now answer a whole suite of questions that previously required manually reviewing different data sources. For example: Which renewals are coming up? Which are big, and which ones are small? And how are they using Pexip? Planhat's Workflows have also provided our growing team with a clear guide on what they need to do when onboarding new customers and how to take care of existing customers. This allows us not only to run our processes more efficiently, but ensure that everyone gets the same high-quality experience.

Impact

Planhat has been a powerful tool for mitigating churn. It helps us handle churn and expansion proactively: deciding where we need to focus to ensure our customers keep getting value, and identify upsell opportunities to grow our existing customer base. I’m especially impressed by Planhat's revenue module. Previously we spent a lot of time extracting reports using complex custom spreadsheets because Salesforce wasn’t able to net out the revenue. But with Planhat, we get NRR, gross churn and much more, out of the box. That’s been huge: by surfacing the business metrics that really matter and allowing us to act on them at a glance, Planhat is making us a better company.