Challenge

We know that unlocking our product’s value requires us to understand our customers deeply. In practice, this means we need to understand how customers are using our product and which segments are adopting which functionalities, and optimize our engagement model to ensure we’re speaking to the right stakeholders about the right things, at the right time. Before Planhat, we had to settle for a pretty surface-level understanding of our customers, which was harming adoption and the efficiency of our customer engagement. Our customer data, from usage to ticketing and everything in between, was scattered across multiple systems, and engagement data was stuck in Google Calendar and Gmail. We were lacking consolidated, actionable and usable data views, forcing our team to switch constantly between multiple systems to get a sufficiently deep customer understanding. Combined with our lack of structured and automated processes for onboarding, handoffs and renewals, we had become inefficient and unable to create a consistently high quality experience across the customer journey.

Solution

If you know math, you can run the world. We quickly felt that the Planhat team understood our ambition to justify every decision we make with data and offered the toolbox we needed to drive that - it was a great fit from the get-go. Through the platform’s flexible API and rich suite of integrations, we quickly consolidated our entire customer tech stack into a single view for the first time ever. At a glance, we could now see customers’ usage trends across our different products, read up on summaries of past interactions, and keep track of open tickets - a true 360 view of all our customers. Planhat’s automations have also enabled us to offload a significant portion of our repetitive manual tasks to bespoke, data-driven workflows running in the background: allowing our teams to stay focused on managing customers, not admin.

Impact

Ever since centralizing our teams, processes and tech stack in Planhat we have unlocked a much deeper understanding of our customers’ demands, which accordingly has driven the performance of our customer organization. With automated workflows and notifications in place we’ve not only boosted upsells, but also effectively reduced churn, since we now can quickly identify patterns in the underlying data and act before these signals become problems. Bespoke-built Planhat workflows have also allowed us to deliver value in a much more consistent and efficient way than before. This proactive approach to customer management, powered by Planhat, has transformed our teams’ operating performance.