A Flexible, Powerful, Scalable Solution
A Flexible, Powerful, Scalable Solution
A Flexible, Powerful, Scalable Solution
Director of Customer Success at large-scale solutions integrator, Wachter, shares why he chose to build with Planhat and how the platform has empowered his team.
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Mike Hurd — Wachter is a 95-year-old large scale solutions integrator. We're now an 1,800 person company with over 14 offices across the United States and servicing all of North America for IT services.
I already had a great team started, but there wasn't really a game plan. I'm like, well, we need some tools. We need some ways to measure our success. How can we do that? So I went out and I started doing research and I looked around the industry for customer success applications to see what was out there—and saw there was way more than I realized.
And so I created a very rigorous, request for proposal process. I put it out to the top players in the industry and Planhat was by far the clear winner of that RFP process. They had all the things that I was looking for.
“And so I created a very rigorous, request for proposal process. I put it out to the top players in the industry and Planhat was by far the clear winner of that RFP process. They had all the things that I was looking for.”
Mike Hurd — Wachter is a 95-year-old large scale solutions integrator. We're now an 1,800 person company with over 14 offices across the United States and servicing all of North America for IT services.
I already had a great team started, but there wasn't really a game plan. I'm like, well, we need some tools. We need some ways to measure our success. How can we do that? So I went out and I started doing research and I looked around the industry for customer success applications to see what was out there—and saw there was way more than I realized.
And so I created a very rigorous, request for proposal process. I put it out to the top players in the industry and Planhat was by far the clear winner of that RFP process. They had all the things that I was looking for.
“And so I created a very rigorous, request for proposal process. I put it out to the top players in the industry and Planhat was by far the clear winner of that RFP process. They had all the things that I was looking for.”
Mike Hurd — Wachter is a 95-year-old large scale solutions integrator. We're now an 1,800 person company with over 14 offices across the United States and servicing all of North America for IT services.
I already had a great team started, but there wasn't really a game plan. I'm like, well, we need some tools. We need some ways to measure our success. How can we do that? So I went out and I started doing research and I looked around the industry for customer success applications to see what was out there—and saw there was way more than I realized.
And so I created a very rigorous, request for proposal process. I put it out to the top players in the industry and Planhat was by far the clear winner of that RFP process. They had all the things that I was looking for.
“And so I created a very rigorous, request for proposal process. I put it out to the top players in the industry and Planhat was by far the clear winner of that RFP process. They had all the things that I was looking for.”
As a technologist myself I look for five things out of any solution that I offer my clients.
It has to be Flexible, it has to be Affordable. It has to be Reliable. It has to be Manageable. And it has to be Scalable.
FARMS. I grew up in a rural community, so farms make sense to me, and when I looked at Planhat, I'm like, this meets my criteria.
It is a flexible, powerful solution that I know we can grow with. And actually, I underestimated it by a lot. I didn't realize how different we were as an integration company versus a SaaS company. I knew it viscerally, but I didn't understand how that translated into the customer success platforms.
“It is a flexible, powerful solution that I know we can grow with. And actually, I underestimated it by a lot.”
As a technologist myself I look for five things out of any solution that I offer my clients.
It has to be Flexible, it has to be Affordable. It has to be Reliable. It has to be Manageable. And it has to be Scalable.
FARMS. I grew up in a rural community, so farms make sense to me, and when I looked at Planhat, I'm like, this meets my criteria.
It is a flexible, powerful solution that I know we can grow with. And actually, I underestimated it by a lot. I didn't realize how different we were as an integration company versus a SaaS company. I knew it viscerally, but I didn't understand how that translated into the customer success platforms.
“It is a flexible, powerful solution that I know we can grow with. And actually, I underestimated it by a lot.”
As a technologist myself I look for five things out of any solution that I offer my clients.
It has to be Flexible, it has to be Affordable. It has to be Reliable. It has to be Manageable. And it has to be Scalable.
FARMS. I grew up in a rural community, so farms make sense to me, and when I looked at Planhat, I'm like, this meets my criteria.
It is a flexible, powerful solution that I know we can grow with. And actually, I underestimated it by a lot. I didn't realize how different we were as an integration company versus a SaaS company. I knew it viscerally, but I didn't understand how that translated into the customer success platforms.
“It is a flexible, powerful solution that I know we can grow with. And actually, I underestimated it by a lot.”
And so we started working and getting integrated. We onboarded in January of 2024 and went live in March of 2024: pretty fast go live.
What's been great is no matter what odd situation I've thrown at Planhat they've had to solve for that—they've addressed my needs, whether it was tracking, job financials or just turning the model a little bit from the license model and calling it jobs, which is what we are focused on. We're focused on projects, on jobs, and they were able to do all of that whenever I asked.
“We onboarded in January of 2024 and went live in March of 2024: pretty fast go live.”
And so we started working and getting integrated. We onboarded in January of 2024 and went live in March of 2024: pretty fast go live.
What's been great is no matter what odd situation I've thrown at Planhat they've had to solve for that—they've addressed my needs, whether it was tracking, job financials or just turning the model a little bit from the license model and calling it jobs, which is what we are focused on. We're focused on projects, on jobs, and they were able to do all of that whenever I asked.
“We onboarded in January of 2024 and went live in March of 2024: pretty fast go live.”
And so we started working and getting integrated. We onboarded in January of 2024 and went live in March of 2024: pretty fast go live.
What's been great is no matter what odd situation I've thrown at Planhat they've had to solve for that—they've addressed my needs, whether it was tracking, job financials or just turning the model a little bit from the license model and calling it jobs, which is what we are focused on. We're focused on projects, on jobs, and they were able to do all of that whenever I asked.
“We onboarded in January of 2024 and went live in March of 2024: pretty fast go live.”
So it was never a “no”, it was “Okay, Mike, I hear you. What about this?” There was always a solve, there was always some way that they could approach and meet my needs, where I was, or meet my team's needs, right where we were.
And that's been refreshing actually. And every time that Planhat comes up I talk to my CS ops person and I tell her we made the right decision.
So it was never a “no”, it was “Okay, Mike, I hear you. What about this?” There was always a solve, there was always some way that they could approach and meet my needs, where I was, or meet my team's needs, right where we were.
And that's been refreshing actually. And every time that Planhat comes up I talk to my CS ops person and I tell her we made the right decision.
Mike Hurd
Director of Customer Success
Wachter
Mike is a seasoned technology and customer success leader with over 20 years of experience driving customer retention and large-scale infrastructure solutions. As Director of Customer Success and Opportunity Engagement at Wachter, Inc., he oversees a team dedicated to enhancing satisfaction and delivering strategic customer success initiatives. Over his 17-year tenure with Wachter, Mike previously served as Director of Technology Services, leading enterprise technology architecture and consulting engagements for Fortune 500 clients. Earlier in his career, he held senior leadership roles including CTO at Emporos and Director of Operations at Harbor Technologies. Mike is recognized for aligning technical expertise with customer-focused business outcomes.
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