Challenge

Since we offer both software solutions and strategic services, we managed our customers with a high-touch model, with each Customer Success Manager (CSM) managing roughly 25 accounts. Revenue varied greatly across CSMs and we weren’t operating efficiently: our team spent hours and hours on repetitive and time-consuming tasks just to get an overview of their customers, leaving them overwhelmed. This was only made worse by the fact our customer data was distributed across numerous systems, making holistic customer views almost impossible. This limited our ability to truly understand our customers, find patterns in the underlying data and respond in a timely way to customer signals.

Solution

Since starting with Planhat we’ve been able to scale a tech-touch model, which has allowed us to realize some impressive time-savings for our teams. Through highly custom usage tracking and out-of-the-box dashboard templates, we’ve managed to be more strategic and work seamlessly in partnership with sales ahead of business reviews with customers. We’ve also eliminated numerous manual workflows, including data entry, regular account analyses and follow-ups, using Planhat’s flexible metrics and automations. For the first time, we also have all our relevant customer information in one place, providing us with an end-to-end understanding of our customer lifecycles and deep insight into each account’s product usage through dashboards that we can easily act on. In addition to feeling closer to our customers, we’ve also managed to become more efficient in how we handoff internally during the customer lifecycle. Since every stakeholder now has all the information they need at their fingertips, we can provide a seamless experience for our customers, where all stakeholders come ready and prepared to engagements.

Impact

We’ve made significant efficiency gains: maintaining our headcount while rapidly growing our customer base thanks to the scaled strategy we’ve deployed with Planhat. High touch CSMs have been able to more efficiently manage their day, which has unlocked substantial cost savings during the year. We also save more than 30 hours per week automating and streamlining partner review preparations, lifecycle handoffs and time tracking administration - hours that can now be spent on driving value for our customers.