How Trustpilot Saved over 100 Hours in Its First Month of Planhat
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100
100
Hours Saved in First Month
Hours Saved in First Month
Trustpilot
Trustpilot
1001-5000 Employees
Enterprise
1001-5000 Employees
Enterprise
Headquarters
Denmark
Headquarters
Denmark
Switched to Planhat
2023
Switched to Planhat
2023
Trustpilot is a global review platform, hosting reviews across more than 980,000 business domains. At that scale, customer communication had to become repeatable and trusted without making the team feel removed from the customer.
Trustpilot is a global review platform, hosting reviews across more than 980,000 business domains. At that scale, customer communication had to become repeatable and trusted without making the team feel removed from the customer.
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Challenge
Its previous customer-management tool never took hold—adoption stalled, and there was no agreement on how to standardise processes across the journey. Customer communications leaned on Outlook, with CSMs losing time hunting down and forwarding emails.
We desperately needed a customer success platform that would be easy for the team to get onboarded onto and adopt, and would allow us to scale our customer management operations efficiently.”
“
Share
Its previous customer-management tool never took hold—adoption stalled, and there was no agreement on how to standardise processes across the journey. Customer communications leaned on Outlook, with CSMs losing time hunting down and forwarding emails.
We desperately needed a customer success platform that would be easy for the team to get onboarded onto and adopt, and would allow us to scale our customer management operations efficiently.”
“
Its previous customer-management tool never took hold—adoption stalled, and there was no agreement on how to standardise processes across the journey. Customer communications leaned on Outlook, with CSMs losing time hunting down and forwarding emails.
“We desperately needed a customer success platform that would be easy for the team to get onboarded onto and adopt, and would allow us to scale our customer management operations efficiently.”
Share
Solution
Solution
Planhat was easy enough that the team adopted it fast, without a heavy training programme. Its automation and data-transformation capabilities let Trustpilot move customer-facing email off manual sending and onto personalised, automated sequences.
Planhat's sophisticated customer success automation and data transformation capabilities have also allowed us to optimize our end user facing email communication workflows.”
“
Share
Planhat was easy enough that the team adopted it fast, without a heavy training programme. Its automation and data-transformation capabilities let Trustpilot move customer-facing email off manual sending and onto personalised, automated sequences.
Planhat's sophisticated customer success automation and data transformation capabilities have also allowed us to optimize our end user facing email communication workflows.”
“
Planhat was easy enough that the team adopted it fast, without a heavy training programme. Its automation and data-transformation capabilities let Trustpilot move customer-facing email off manual sending and onto personalised, automated sequences.
“Planhat's sophisticated customer success automation and data transformation capabilities have also allowed us to optimize our end user facing email communication workflows.”
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
The gains clustered around one shift: moving customer email off manual work and onto automation, which freed time and widened the team’s reach into at-risk accounts.
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The gains clustered around one shift: moving customer email off manual work and onto automation, which freed time and widened the team’s reach into at-risk accounts.
The gains clustered around one shift: moving customer email off manual work and onto automation, which freed time and widened the team’s reach into at-risk accounts.
The team took to Planhat without a training programme, making data-driven decisions almost from the start—where the previous tool had stalled on adoption.
Planhat’s intuitive UI has enabled customer success managers to get up and running quickly, making data-driven decisions without comprehensive training in the app and driving swift team adoption.”
“
The team took to Planhat without a training programme, making data-driven decisions almost from the start—where the previous tool had stalled on adoption.
Planhat’s intuitive UI has enabled customer success managers to get up and running quickly, making data-driven decisions without comprehensive training in the app and driving swift team adoption.”
“
The team took to Planhat without a training programme, making data-driven decisions almost from the start—where the previous tool had stalled on adoption.
Planhat’s intuitive UI has enabled customer success managers to get up and running quickly, making data-driven decisions without comprehensive training in the app and driving swift team adoption.”
“
Thousands of pricing notifications and campaign emails that used to go out by hand now run as automated sequences. In the first month alone, that saved more than 100 hours.
This data-driven engagement model has saved our customer teams enormous amounts of time.”
“
Thousands of pricing notifications and campaign emails that used to go out by hand now run as automated sequences. In the first month alone, that saved more than 100 hours.
This data-driven engagement model has saved our customer teams enormous amounts of time.”
“
Thousands of pricing notifications and campaign emails that used to go out by hand now run as automated sequences. In the first month alone, that saved more than 100 hours.
This data-driven engagement model has saved our customer teams enormous amounts of time.”
“
The same automation widened outreach into at-risk accounts—between 5 and 20% more across every geographical segment. It’s early for churn numbers, but the engagement is more proactive than before.
Planhat is clearly empowering us to engage with our customers more proactively than ever before.”
“
The same automation widened outreach into at-risk accounts—between 5 and 20% more across every geographical segment. It’s early for churn numbers, but the engagement is more proactive than before.
Planhat is clearly empowering us to engage with our customers more proactively than ever before.”
“
The same automation widened outreach into at-risk accounts—between 5 and 20% more across every geographical segment. It’s early for churn numbers, but the engagement is more proactive than before.
Planhat is clearly empowering us to engage with our customers more proactively than ever before.”
“
Trustpilot’s previous customer-management tool never stuck, leaving CSMs to chase emails in Outlook and struggle to standardise the journey. Planhat changed that quickly: the team adopted it without heavy training, automated thousands of customer emails and saved more than 100 hours in the first month.
Share
Trustpilot’s previous customer-management tool never stuck, leaving CSMs to chase emails in Outlook and struggle to standardise the journey. Planhat changed that quickly: the team adopted it without heavy training, automated thousands of customer emails and saved more than 100 hours in the first month.
Share
Trustpilot’s previous customer-management tool never stuck, leaving CSMs to chase emails in Outlook and struggle to standardise the journey. Planhat changed that quickly: the team adopted it without heavy training, automated thousands of customer emails and saved more than 100 hours in the first month.
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.