Challenge

Trustpilot is a global online review platform which hosts over 980,000 business domains, with consumers posting new reviews more than once every second. When we tried to implement our previous Customer Management solution, we faced significant adoption challenges and lacked general consensus on how to standardize processes across the customer journey. We were also heavily reliant on Outlook for customer communications, which was inefficient for our Customer Success Managers who spent too much time hunting for and forwarding email comms. We desperately needed a solution that would be easy for the team to get onboarded onto and adopt, and would allow us to scale our customer management operations efficiently.

Solution

Since rolling out Planhat we have seen clear operational improvements. The platform is extremely easy to use. Its intuitive UI has enabled CSMs to get up and running quickly, making data-driven decisions without comprehensive training in the app and driving swift team adoption. Planhat’s sophisticated automation and data transformation capabilities have also allowed us to optimize our end user facing email communication workflows. Each year, our customer teams were sending thousands of pricing notifications and campaign emails by hand: now, with Planhat’s automated sequences, they’ve successfully automated highly personalized, engaging campaigns at scale.

Impact

This data-driven engagement model has saved our customer teams enormous amounts of time. Just during our first month of using the platform we saved more than 100 hours by automating pricing notification, winback, CSM change and campaign emails. Additionally, email automation has allowed us to increase outreach to at-risk customers by between 5 and 20% across all our geographical segments. Though the impact is yet to reflect on our churn numbers, Planhat is clearly empowering us to engage with our customers more proactively than ever before.