Challenge

We wanted our CSMs to have great personal relationships with our clients, and scalable playbooks that would enable us to hit our targets. Working predominantly with smaller businesses via a monthly subscription model, the rules for churn are different: we're running more of a numbers game.

Solution

Planhat has really helped the onboarding team know when to activate certain steps, and which emails to send. For example, Planhat's automated alerts help us notice depreciating NRR and act in a timely manner. This kind of data-driven automation has proven especially valuable during our new product launches, allowing us to be proactive and avoiding loss of traction with customers.

Impact

Planhat has encouraged us to become more data driven, aiding our overall proactiveness and business transparency. Also, the fact that Planhat has enabled and encouraged more departments to make good use of our existing data has been gold for internal buy-in.