How Qulture.Rocks achieved an NPS of 78 with Planhat
"Customer Portals, Playbook and Dashboards working together increased our onboarding NPS from 74 to 78 and response rate from 38% to 54% in 3 months."
Qulture.Rocks is a fully customizable performance management solution that helps growing companies manage and track goals, build development plans for employees, and more. It is a platform that suits your culture, not the other way around.
| The Challenges
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Inefficient use of customer data
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Inconsistent processes for customer management
Qulture.Rocks realized that they were inefficiently using and sharing their data. Important meeting notes and to-do lists were sent as long emails to their customers. These emails were generally not read, and the teams had to revisit the same topics in the next meeting, making them unproductive and inefficient.
They also struggled with inconsistencies within the company and they needed a solution to improve their ISMs’ and CSMs’ processes and workflow. They were looking for a platform that would enable them to standardize processes, create email templates, build automations, and ultimately reduce churn and drive upsales.
| The Solution
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Enabling collaboration with the Customer Portal
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Streamlining processes by creating Playbooks
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Centralized communication across teams
Planhat provides a shared space for the team with the Customer Portal, enabling Qulture.Rocks to align the customer journey with their customers. The success team can now share success plans, playbooks, dashboards, goals, documents and more with their customers. The Qulture.Rocks branded Customer Portal provides a great solution to unproductive long emails and meeting calls.
Qulture.Rocks streamlined their customer success processes by creating Playbooks and custom tasks for different parts of the customer journey, enabling them to focus on customers who need attention. As part of this, Qulture.Rocks was also able to streamline the onboarding process, by using a step by step guide and enabling a more fluid process which improved the customer experience.
"We used to spend around 2 hours for each customer handover (1h analyzing customer data and history and 1h on a meeting with the new CSM). Today, using the Customer Portal, we have access to all critical information of the customer and we are able to summarize all important information in 20 minutes. We save 80% of the time!"
Finally, Planhat has centralised their customer communications, process updates and customer data in an easy and effective way, using intuitive UI’s and dashboards.
| The Impact
With Planhat, Qulture.Rocks has been able to centralize all customer data. This has been vital in maintaining a real-time pulse on their customer health and it has improved the onboarding customer experience.
There has been an increase in efficiency as standardized processes and triggers help ISMs and CSMs take full control of accounts and focus on customers that need attention.
"Planhat is the perfect platform to register crucial information about the customer and to manage accounts. The best part is that we can share solutions, goals, files, meeting notes and dashboards to sustain the perfect success plan for them. Customer Portal is what really makes the difference when comparing Planhat with any other player."
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