In a series of interviews, Customer Success Leaders from advertising automation giant Basis Technologies share how Planhat has impacted on the business.

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The power of consolidating data

Kelly Poydence — We are working towards integrating our product workflow into Planhat, which is a really, really powerful integration because as customer success managers, we hear from customers using the customer success platform every single day on things that they like, things that they'd like to see done differently, like things that they would want us to incorporate into the platform.

And just being able to have those ideas and those comments and all of the different things that we're hearing integrated into Planhat, and then tracked at the customer level, or even at a higher level, being able to see how many customers want that certain feature or how many people are talking about this has been really, really helpful for not only our team, but how we work and interact with our product team to ultimately at the end of the day, make Basis a better platform as well.

“Being able to see how many customers want that certain feature or how many people are talking about this has been really, really helpful.”

Kelly Poydence

Director, Customer Success

Basis Technologies

The power of consolidating data

Kelly Poydence — We are working towards integrating our product workflow into Planhat, which is a really, really powerful integration because as customer success managers, we hear from customers using the customer success platform every single day on things that they like, things that they'd like to see done differently, like things that they would want us to incorporate into the platform.

And just being able to have those ideas and those comments and all of the different things that we're hearing integrated into Planhat, and then tracked at the customer level, or even at a higher level, being able to see how many customers want that certain feature or how many people are talking about this has been really, really helpful for not only our team, but how we work and interact with our product team to ultimately at the end of the day, make Basis a better platform as well.

“Being able to see how many customers want that certain feature or how many people are talking about this has been really, really helpful.”

Kelly Poydence

Director, Customer Success

Basis Technologies

The power of consolidating data

Kelly Poydence — We are working towards integrating our product workflow into Planhat, which is a really, really powerful integration because as customer success managers, we hear from customers using the customer success platform every single day on things that they like, things that they'd like to see done differently, like things that they would want us to incorporate into the platform.

And just being able to have those ideas and those comments and all of the different things that we're hearing integrated into Planhat, and then tracked at the customer level, or even at a higher level, being able to see how many customers want that certain feature or how many people are talking about this has been really, really helpful for not only our team, but how we work and interact with our product team to ultimately at the end of the day, make Basis a better platform as well.

“Being able to see how many customers want that certain feature or how many people are talking about this has been really, really helpful.”

Kelly Poydence

Director, Customer Success

Basis Technologies

Kelly Poydence

Director, Customer Success

Basis Technologies

Kelly is a customer success leader with deep roots in digital advertising and over 8 years of experience across media and SaaS. At Basis Technologies, she serves as Director of Customer Success, partnering with clients to drive platform adoption, expand multichannel strategy, and deliver measurable business outcomes. She previously held success and delivery roles at Centro and Epsilon, building a strong foundation in campaign execution and client growth. With an MBA in Marketing from the University of Dayton, Kelly combines platform fluency and strategic insight to help teams exceed their goals.

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