Workato | Case Study

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"Planhat has enabled us to have a clearer understanding of our customers and therefore, helped us establish better relationships."

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.

| What challenges did they have?

  1. No onboarding process for customers - it was critical for Workato to create streamlined and standardised onboarding processes, especially for customers.

  2. 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.

  3. Difficult to track customer interactions - Workato also struggled to maintain a regular cadence with customers through scheduled email interactions.

| How did Planhat help?

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.

“Using Planhat, our team is able to spend less time on information gathering and work with greater efficiency. It has helped us gain a clearer understanding of our customers and establish better relationships.”

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.

| What was the impact?

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.

“Since using Planhat, all our customer information is consolidated in a single place. Overall, it has greatly improved user experience and efficiency of the team.”

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