Challenge

Unclear task ownership and a lack of customer-specific onboarding processes led to delays in new client projects and poor Time to Value (TTV). alongside capacity planning being challenging in the absence of metrics for identifying bottlenecks and areas for improvement.

Solution

Planhat has enabled us to establish tailored workflows for various onboarding scenarios, assigning tasks to respective stakeholders to instil accountability and facilitate measurement of key performance indicators. This structured approach has enabled us to strategically identify areas for improvement and pinpoint delayed workflows, allowing us to capacity plan in a comprehensive, data driven way. We have also automated the majority of our repetitive manual tasks and, by creating a transparent dashboard accessible to all members of the Customer Success team, established clear, measurable objectives. Our ability to seamlessly share key documents and project plans with our customers through Planhat's customer-facing portal has also enabled us to drive greater engagement and improve our TTV.

Impact

Our TTV has improved by over 30% as a result of our ability to run a more streamlined, structured, and transparent onboarding process. By minimising our reliance on multiple tools for project creation and tracking, Planhat has empowered our onboarding team to adopt a transparent, consistent and data-driven implementation approach. This has not only allowed us to optimise our customer onboarding journey, but empowered our customers to take an active role in steering their own onboarding and adoption.