How Recruitee increased customer retention by 10% in 12 months

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"Planhat has not only become our one source of truth when it comes to customer communication, but also the repository of all company touchpoints for our customers. Over the last 12 months, we have increased customer retention by 10%, finally achieving net positive retention."

Recruitee is a modern Talent Acquisition Platform, designed for recruiters and hiring managers alike. With Recruitee, you can address the needs of your hiring team at any stage of organizational growth. Whether you're a hiring first-timer or have been leading a robust hiring strategy for years, Recruitee has the tools to make your job easier. Recruitee is designed to help you launch your hiring, scale your strategies, and lead your hiring team.

The easy-to-use software means you can spend less time training and more time hiring. Recruitee's award-winning software is used by high-growth companies such as Toyota, VICE, Dunkin' Donuts, Hotjar, African Wildlife Foundation, and Karl Lagerfeld.

| The Challenges

  • Scattered customer information

  • Manual processes with no automation

  • Non-standardized customer journey

  • Inability to measure customer health and churn risk

  • Customer success was mainly onboarding

With scattered customer information, Recruitee had no overview of their customer data. Gathering and segregating customer information was done manually by searching specific account metrics, making it time-consuming and inefficient. Recruitee also struggled with highly manual processes without automation, meaning the team had to spend most of their time carrying out time-intensive, repetitive tasks. The dated processes also meant that it was difficult to manage the customer journey, resulting in missed opportunities and difficulties in delivering the right touchpoints at the right time.

With scattered data and inefficient processes, it was difficult to identify and measure customer health and churn risk. They also faced the problem that customer success mainly focused on onboarding. The CS team was built from the ground up, which meant that onboarding was not only manual but resulted in CSMs spending much of their time chasing clients or fielding replies. A solution was needed to combat all their challenges.

| The Solution

  • Enabling the team to track and visualize customer data in one place (and in real-time)

  • Streamlining customer processes by automating key activities such as onboarding, renewals and business reviews

  • Managing and designing customer journeys across customer segments

  • Improving risk management and churn prevention by defining health profiles and customer health scores

With Planhat, Recruitee has a unified view of their customer data and a clear overview of each account. Planhat has enabled Recruitee to track and visualize customer usage data, in one place and in real-time, which enables them to focus on driving customer experience and success throughout the customer journey. The benefit of having automations as part of key activities, such as onboarding, renewals and business reviews, enables them to streamline their customer processes. The use of Planhat’s automation capabilities drives engagement and defines milestones to track overall activity.

"We love the ability to automate actions and tasks based on customer behavior. It is very user-friendly and easy to set-up, including integrations. The number of native integrations ensures that we can set up the system within our CS team without depending on other internal resources."

Planhat has also enabled Recruitee to design and manage their customer journey by customer segment, allowing for much more tailored and personalized processes. The design and implementation of customer health profiles and health scores helps improve risk management and churn prevention, enabling the team to drive proactive actions at the right time. For example, changes in health scores now alert CSMs of risks or opportunities.

| The Impact

Planhat has not only become the one source of truth when it comes to customer communication, but also the repository of all company touchpoints for customers. By being able to combine usage and financial data with human interactions, like support tickets, customer calls or NPS, Planhat enables Recruitee to be relevant and proactive with each customer. Recruitee developed the customer journey beyond onboarding to maximize adoption and retention with great success. Planhat has helped find and activate ambassadors, which has led to more customer content, constructive chats and a very exciting journey ahead for the team.

"Planhat has enabled us to increase customer retention and finally achieve net positive retention."

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

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