How Toon Boom turned customers from the risk of churn to expanding

Enhanced revenue reporting

Increased customer expansion

Reduced costs

Improved CS capacity

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Marie-Ève Chartrand

Marie-Ève Chartrand

Director of Customer Success

Planhat was love at first sight. I really felt that it was made by CS-professionals, for CS-professionals.
Background
Challenges
Solutions
Results

Toon Boom animations software is used by everyone from students and freelancers to companies and organizations to the very best animation studios. This – a global company working within the animation industry, in multiple markets, and with even more buyer personas – makes up for an extensive product offering.

In 2015, the company made a shift moving away from being only an on-prem solution to also offering a subscription model. This gave them new possibilities and some new challenges. Therefore, they searched for a customer platform to ensure their customers got the value they wanted.

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"We have customers within B2B, B2C, and B2G, and they all have different needs. It's complex, but we needed to track it to offer our customers the best experience possible."

Toon Boom was searching for a flexible software that could make their customers happy - no matter what part of the customer journey they were on, their role, what market they operated in, or even what animation dream they had. They were handling many customers with a small team, and getting the right tool onboard would be like adding a new team member.

  • A broad mix of customers makes it difficult to standardize solutions.

  • The customer success department looked for an optimized way to handle all their tasks.

  • Finding the best way to analyze and take the correct actions based on all the available data.

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"To get a full 360-view of every customer and all the revenue reporting in the same place. When I saw it for the first time… my brain exploded."

Planhat was the best solution with its flexibility, its integrations with SalesForce to track NRR and MRR, the simplicity of creating playbooks, triggers, and automations, as well as the flexibility of aggregating data to create segmented health scores and forecast revenue. Also, Planhats pricing model with unlimited seating was a big deal since it meant a fast time to value.

  • Planhat's flexible tool makes it easy to create unique solutions.

  • Revenue reporting provides crucial business insights.

  • The intuitive interface creates fast time to value.

  • No need for extra developers - it's all done by the team.

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"The revenue tracking is fantastic. I can track our growing revenue and show our executive team what impact customer success has on our business."

Today, Planhat is the foundation of Toon Boom's day-to-day operations, and the improved financial results are already in. With Planhat, the team can work smarter and more efficiently, and now the customer success department can handle more customers with less.

  • Revenue tracking facilitates focus on key indicators.

  • Customers turn from the risk of churn to expanding.

  • Reduced cost of operational management.

  • No additional cost for developers thanks to flexible UI.

  • Improved CS capacity means the team creates more with less.

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