Mitigating churn by integrating Planhat with Salesforce

7 min read

Video communications, as it should be. A phrase that implies a lot - who hasn’t been in that miserable video meeting? - and promises even more.

But Pexip seems to deliver on that promise.

Their core technology provides simplified collaboration for connected spaces, privacy and business continuity for secure spaces, and customized connections for innovative applications of video.

Today, Pexip offer both self-hosted and as-a-service deployment options for enterprise video conferencing. Their products are sold and deployed through a network of channel partners, to customers ranging from small and medium-sized businesses within healthcare, finance, legal, education, and retail to global giants like Spotify, Vodafone, and Paypal - all the way to government.

All with the same goal: to create better, more secure, and more effective video meetings.

| The Challenges

  • Customer data is stuck in many different data silos.

  • Difficulty getting an overview of customers and their health.

  • Short implementation time is needed to accomplish a low time to value.

  • The lack of playbooks meant onboarding new customers was time-consuming.

With a broad spectrum of customers, varying in size and industry, and both a service solution and a self-hosted solution, the team at Pexip realized they needed a tool that could bring all their customers under one umbrella.

With the pandemic came a boost in requests with companies all over the world suddenly being aware of the importance of a professional video solution.

It was time to move away from all the buggy features, lagging video, and poor user experience, and go all-in for crisp video and a professional communications platform.

But while a suddenly increased interest is great for the business, it means a lot more to handle in the backend.

The team at Pexip, under the leadership of Heidi Islann, Vice president of Customer Success, and Kirstin Buttle-Ulvin, Global Director of Customer Experience, soon found themselves managing the team and their customers in several different systems, from Salesforce and Zendesk to Hubspot, Slack, Microsoft Excel, and Dropbox. But despite - or perhaps because of - all these systems, getting an overview of the customers was difficult:

"It was difficult to get a sense of the health of the customer. What parts of Pexip are they using? And why? Are we helping them solve the pain points they had when we first got in touch?"

It was clear that something needed to be done to help the team get a pulse on their customers and to avoid churn.

"We needed a platform where we could put all our customer data, from billing to communications to customer health and product usage, in one single place."

After solid research of the various Customer Success tools in the market, the choice was made to build Pexip's Customer Success-business on Planhat.

"Planhat had by far the shortest implementation time, and thereby the shortest time to value."

The licensing model with unlimited extra users was also a huge factor. And, the cultural fit.

"Planhat’s culture is similar to ours. We are both young, tech-driven companies that want to create a great experience for our users."

| The Solution

  • Integrations with Salesforce were a key driver for success.

  • Different departments all share the same customer data.

  • Identifying data gaps and areas for improvement.

  • Helping CSMs manage time and handle their growing customer portfolios.

With too many systems and silos being a pain point, it became clear that Planhats integration with Salesforce was a key driver for success. Pexip created a data warehouse so all systems were talking to the same data point, and even involved a data scientist to be responsible for the integrity of the data. For the first time and with the help of Planhat, Pexip now had one platform that ingests information from multiple datasets.

"Planhat could get analytics on our customer's usage, we could service customers' data from our CRM platform, do stakeholder mapping and get a really good 360 overview. It gave us a sense of what we have, and also what we don’t have!"

Once the integrations were in place, and the data became a trustful tool instead of a source of annoyance, it was time to implement Planhat into the organization. On top of the list was to make sure their Customer Success department would make full use of the platform.

"Planhat gave our team a really good overview of all their customers in terms of size and revenue. Which renewals are coming up? Which are big, and which ones are small? And how are they using Pexip? All key questions, that the CSMs now knew an answer to."

Today there are many departments within Pexip that use the information that is gathered within Planhat: sales ops, business ops, managers, marketing, and of course - the Customer Success department.

The CSMs use Planhat to organize their customer portfolio, create filters, keep track of upcoming renewals and get a 360 overview of their customers. Also, to help the CSMs make the most out of their time, Pexip and Planhat put a lot of effort into defining the onboarding process and creating playbooks.

"Our team is growing, and they need a guide on what they need to do when onboarding new customers and how to take care of existing customers. We want to create an efficient process, and also make sure that all customers get the same high-quality customer experience."

| The Results

  • Complete customer overview mitigates churn.

  • The revenue module saves time and money.

  • NPS-score provides new customers insights.

  • Strong partnership increases value over time.

A platform where you get a holistic overview of all your customers, with a great tech team behind them, and awesome support. It might sound a bit too much, but that is Heidi Islann and Kirstin Buttle-Ulvin's own words when asked to describe what Planhat is. And, if asked to get a bit more detailed, a platform that creates results early on for their Customer Success- department

"Customer Success is about managing your existing base of customers, and we use Planhat very much to mitigate churn. It helps us prioritize where we need to focus to keep our customers from churning and to identify upsell opportunities to grow our existing customer base."

The most significant benefit for Kirstin Buttle-Ulvin being the Global Director of Customer Experience is connected to revenue.

"– I’m super impressed by the revenue module. Previously we spent a lot of time extracting reports using spreadsheets because Salesforce wasn’t able to net out the revenue. Now we are able to get NRR, gross churn, full churn all in one place… that’s huge."

Also, Planhats Pages make life easier.

"– It’s so easy to import different graphs into the pages. Now I can spend time extracting different graphs, comparing data, and deep-dive around customer intelligence."

Another feature creating value is the NPS score. Having previously run them via the marketing department's tools, making use of Planhat’s NPS module gave an even clearer picture of how the customers feel.

"This gave us insight into what our customers are saying about us, and that feedback gave us some golden nuggets that we hadn’t before."

Although Planhat has been in place for over a year, the platform's depth, flexibility, and pricing model with unlimited seats mean that new use cases keep showing up. So although the partnership proved its value very early on, this is just the beginning.

"The team at Planhat is innovative and the platform is evolving in an impressive way. After every meeting we have together, we say that we should start using it even more. In the long run, we know Planhat will improve Pexip as a company."

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