How Qulture.Rocks achieved an NPS of 78 with Planhat

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

• Inefficient use of customer data

• 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

• Enabling collaboration with the Customer Portal

• Streamlining processes by creating Playbooks

• 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.

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.

Learn more about Planhat and how we can help you solve your customer success needs.