Simple Poll

Challenge

Before using Planhat, managing our customer data was a time-consuming and cumbersome task. With a lean CS team, we had to manually gather data from multiple sources - including Stripe, Mixpanel, HelpScout and our internal database to get an understanding of our customers. This occupied hours of our week, leaving little time for actually engaging with customers. We also lacked automated processes for driving customer journeys, all the way from Onboarding to Upsell. Effective onboarding became almost impossible as our customer base scaled, and it took more than 30 minutes to draft and distribute each onboarding email sequence by hand. The same is true for our upsells: lacking visibility, structure and know-how, we missed out on potential revenue expansion as we couldn't effectively identify clients who had outgrown their current plan.

Solution

Planhat has been a game-changer for our business, allowing us to manage our customers efficiently and at scale. Planhat quickly ingests all our data in one centralized place, making it easy for us to access and analyze our customer data. With advanced filtering and notifications, now we can easily identify and act on expansion opportunities, allowing us to tap into thousands of dollars of otherwise missed MRR. Using Planhat’s automated email Sequences, I've also managed to streamline our entire onboarding experience. Instead of spending hours manually sending hundreds of individual emails to customers, which often resulted in missed comms and duplication, we can trust Planhat is rolling out campaigns in a timely & consistent way. This allows us to allocate more time towards higher-value activities like engaging personally with customers, rather than repetitive comms.

Impact

By consolidating our data into one single source of truth and automating the majority of our onboarding processes, I’ve personally saved roughly 5 hours every week since starting with Planhat. The ability to automate and execute large-scale email campaigns within a matter of clicks has also saved me more than 40 hours of manual labor. This has allowed me to focus much more on direct one-on-one conversations, create a richer customer experience and tap into more expansion opportunities. The ability Planhat has given us to immediately identify customers that are due for an upgrade and execute on it right away boosted our expansion by an incredible 500% in just one month.