zenloop improved net retention and efficiency with Planhat


"Planhat enables us to have a true understanding of our customers, providing data on the customer's ROI and helping us better understand their needs."

zenloop is an integrated experience management platform based on Net Promoter Score. The SaaS solution automatically collects customer feedback through various channels along the entire customer journey, analyzes and clusters it with the help of artificial intelligence and derives customized and personalized measures to retain satisfied customers and win back dissatisfied customers. The zenloop portfolio includes brands such as Momox, Douglas, Penta, ATU, Mister Spex, Foodspring, Carhartt & Jochen Schweizer.

| The Challenges

  • Inconsistent processes

  • Inability to measure customer health and churn risk

  • Mis-management of opportunities

  • No way of sharing data with customers

zenloop did not have a true understanding of their customers and no visibility on customer health and probability to renew. They worked with inconsistent processes, dated scripts and unstructured strategies in their customer journey, which made it difficult to scale the success team.

They needed a solution to identify and manage upsell opportunities, as there was lack of clarity in the team. They also needed a platform where they could share data with their clients and increase their transparency in order to maximize their customers’ ROI.

| The Solution

  • Providing clear usage data and persona data in one place

  • Enabling zenloop to structure the customer lifecycle thorough standardized Playbooks

  • Managing expansion opportunities to drive upsales

  • Sharing information with Customer Portals

The first stage for Planhat was to import all of zenloop’s user data into one place. This provides the team with real-time data from their customers, enabling zenloop to see which features are used, who is active and whether the right stakeholders are being managed. The new customer lifecycle process enables zenloop to standardize process and to reduce inconsistencies throughout the customer journey. The CSMs know what steps to take and how to move forward with customers through the onboarding, adoption, expansion and advocacy phases.

"Planhat is a powerful CRM that is very intuitive to use, I couldn't imagine running a CS team without it.”

With Opportunities, zenloop is able to drive expansion processes in order to increase upsales and ultimately net retention. Team leaders also benefit from the opportunity overviews and reporting capabilities that are part of Customer Intelligence.

Sharing information with customers via Customer Portal has enabled zenloop to collect all feature requests and manage them to ensure the customer is always heard. Being able to share Playbooks with customers in the Portal has enabled them to drive transparency and collaboration. The Planhat support and success teams continue to help with not only technical support but also strategic and practical advice, such as how to customize dashboards and set processes.

| The Impact

Planhat has given zenloop one source of truth for all their customer insights. With the intuitive platform, zenloop now has a streamlined process for how to manage customers. zenloop’s CSM team is now working as one, with consistent processes in place and real-time data to ensure everyone is kept up to date. Team leaders benefit from an overview of all their CSMs performance and they are able to stay on top of performance.

"Thanks to Planhat, we improved net retention and efficiency of our CS team.”

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