How Acoustic Grew its Digital Book of Business 7x with Planhat
7
7
x
x
Install Base in Year 1
Install Base in Year 1
Acoustic
Acoustic
501-1000 Employees
Enterprise
501-1000 Employees
Enterprise
Headquarters
Conway, AR
Headquarters
Conway, AR
Switched to Planhat
2023
Switched to Planhat
2023
Acoustic, IBM’s former Customer Engagement Platform, offers a platform for email marketing, campaign automation, customer journey analytics, and personalization aimed mainly at enterprise B2C brands. In the middle of a major growth push, the team needed customer usage and cross-functional collaboration to become visible.
Acoustic, IBM’s former Customer Engagement Platform, offers a platform for email marketing, campaign automation, customer journey analytics, and personalization aimed mainly at enterprise B2C brands. In the middle of a major growth push, the team needed customer usage and cross-functional collaboration to become visible.
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Challenge
When Acoustic adopted Planhat, it was in the middle of a major growth initiative and infrastructure migration. Two things were holding the CS team back: CSMs working across multiple platforms, and a real lack of visibility into how customers were using the product.
We lacked visibility into how our customers were utilising our solutions in terms of what features were they utilising and how that correlates to adoption, but also the number of logins they had, usage, so on and so forth.”
“
Share
When Acoustic adopted Planhat, it was in the middle of a major growth initiative and infrastructure migration. Two things were holding the CS team back: CSMs working across multiple platforms, and a real lack of visibility into how customers were using the product.
We lacked visibility into how our customers were utilising our solutions in terms of what features were they utilising and how that correlates to adoption, but also the number of logins they had, usage, so on and so forth.”
“
When Acoustic adopted Planhat, it was in the middle of a major growth initiative and infrastructure migration. Two things were holding the CS team back: CSMs working across multiple platforms, and a real lack of visibility into how customers were using the product.
“We lacked visibility into how our customers were utilising our solutions in terms of what features were they utilising and how that correlates to adoption, but also the number of logins they had, usage, so on and so forth.”
Share
Solution
Solution
The integration timeline alone tells the story. With a previous vendor, getting integrated took six to eight months. With Planhat, it took a weekend. That speed translated immediately into operational visibility.
This is all then piping into a dashboard that provides a central location for our team to view this information, to understand where they need to start their days and where they need to interact with our clients, or have some type of escalation to bring in other key stakeholders to help progress these projects.”
“
Share
The integration timeline alone tells the story. With a previous vendor, getting integrated took six to eight months. With Planhat, it took a weekend. That speed translated immediately into operational visibility.
This is all then piping into a dashboard that provides a central location for our team to view this information, to understand where they need to start their days and where they need to interact with our clients, or have some type of escalation to bring in other key stakeholders to help progress these projects.”
“
The integration timeline alone tells the story. With a previous vendor, getting integrated took six to eight months. With Planhat, it took a weekend. That speed translated immediately into operational visibility.
“This is all then piping into a dashboard that provides a central location for our team to view this information, to understand where they need to start their days and where they need to interact with our clients, or have some type of escalation to bring in other key stakeholders to help progress these projects.”
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
Outcomes
Outcomes
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The digital function went from 40 clients to north of 280 in a year. The unlock was consolidated, centralised data, which led to better signals, more frequency, and an accurately calculated health score.
Planhat is allowing us to scale not just from a CS perspective, but allowing us to bring in other teams and other departments, whether it's product onboarding services and so on and so forth.”
“
The digital function went from 40 clients to north of 280 in a year. The unlock was consolidated, centralised data, which led to better signals, more frequency, and an accurately calculated health score.
Planhat is allowing us to scale not just from a CS perspective, but allowing us to bring in other teams and other departments, whether it's product onboarding services and so on and so forth.”
“
The digital function went from 40 clients to north of 280 in a year. The unlock was consolidated, centralised data, which led to better signals, more frequency, and an accurately calculated health score.
Planhat is allowing us to scale not just from a CS perspective, but allowing us to bring in other teams and other departments, whether it's product onboarding services and so on and so forth.”
“
Acoustic deliberately set out to make Planhat a cross-functional system. CS, Product, Services, Onboarding, and Support are all in the platform, allowing all teams to access shared context and truly understand their customers.
Planhat is allowing the team to easily click in and drill into our engagement from not only from a CS perspective, but support services as well. So it's providing a lot more cross-functional synergy.”
“
Acoustic deliberately set out to make Planhat a cross-functional system. CS, Product, Services, Onboarding, and Support are all in the platform, allowing all teams to access shared context and truly understand their customers.
Planhat is allowing the team to easily click in and drill into our engagement from not only from a CS perspective, but support services as well. So it's providing a lot more cross-functional synergy.”
“
Acoustic deliberately set out to make Planhat a cross-functional system. CS, Product, Services, Onboarding, and Support are all in the platform, allowing all teams to access shared context and truly understand their customers.
Planhat is allowing the team to easily click in and drill into our engagement from not only from a CS perspective, but support services as well. So it's providing a lot more cross-functional synergy.”
“
Acoustic was scaling fast, but CSMs were stuck across multiple platforms with limited product-usage visibility. Planhat integrated over a weekend and became the shared customer system that helped grow the digital book from 40 clients to more than 280 in a year.
Share
Acoustic was scaling fast, but CSMs were stuck across multiple platforms with limited product-usage visibility. Planhat integrated over a weekend and became the shared customer system that helped grow the digital book from 40 clients to more than 280 in a year.
Share
Acoustic was scaling fast, but CSMs were stuck across multiple platforms with limited product-usage visibility. Planhat integrated over a weekend and became the shared customer system that helped grow the digital book from 40 clients to more than 280 in a year.
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.