Workato is an Enterprise Automation platform that integrates anything and automates everything. Their no-code platform enables both business and IT to drive business outcomes by listening out for business events and taking action on them. The end goal? So enterprises can achieve faster digital transformation.
No onboarding process for customers - it was critical for Workato to create streamlined and standardised onboarding processes, especially for customers.
Difficult to identify churn risk - being able to identify churn risk and set alerts was also a priority in order to work in a timely manner.
Difficult to track customer interactions - Workato also struggled to maintain a regular cadence with customers through scheduled email interactions.
Standardising customer processes
Playbooks created a standardised process for various types of customers but also enabled further customisations for specific customers through tasks.
Visual representation of customer usage
Calculated metrics enabled visual representation of customer usage trends and identified churn risks. Using a Workato recipe* Snowflake and Planhat were integrated so raw product usage metrics are automatically synced from Snowflake. Planhat then creates easy to digest, graphical visualisations for Workato with their calculated metrics tool.
*A recipe is a set of steps Workato follows to get work down between apps.
Filters and segmentation means cross-company consistency
The Workato team is able to work on the same page internally through the company view, with easily filtered task types, as well as through the Kanban view for the customers’ lifecycle phases. Being able to filter task types is especially useful for Workato since it can sync tasks from different sources aside from just Salesforce tasks and emails.
Customer information all in one place
Helped Workato to have a single source of truth for customer information, from product usage to meeting notes, instead of having to gather information from multiple sources.
Real-time automated customer lifecycle updates
When using Workato and Planhat’s API, it also easily connects with apps used by other teams, such as Salesforce, Freshdesk, and Intercom, and automatically updates a customer’s lifecycle phase with close to real-time updates of what stage each customer is in.
Concise NPS scores
Planhats NPS module made sending surveys, calculating, and recording NPS scores easy without having to create complicated marketing campaigns.
Planhat has enabled Workato to establish better relationships with customers. Customer correspondence is now synchronized and always up-to-date, and less time is spent recording notes and creating reports, it has enabled the team to be dedicated to the customers. Since using Planhat, all customer information is consolidated in a single place, enabling everyone to work faster and get new team members up to speed quicker.
Learn more about Planhat and how they can help your customer success needs.
We are excited to launch new metrics, including two data objects, Assets and Projects!
Next generation automation for Customer Teams to move, access and update data in Planhat
Our host Anika Zubair chats with Kellie Lucas, author and CS coach, about how to turn customer feedback into insights.
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