Halving the Headcount
Halving the Headcount
Halving the Headcount
Halving the Headcount
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
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Adam Cooney — When I first took the role, we had 15 customer success managers and the majority of our work was reactive. We were doing a lot of support work, billing and invoice work.
With Planhat, we took that off their plate, and of the 15 CSMs that we had, we actually were able to reduce the amount of headcount to 7.
“With Planhat, we took that off their plate, and of the 15 CSMs that we had, we actually were able to reduce the amount of headcount to 7. ”
Adam Cooney — When I first took the role, we had 15 customer success managers and the majority of our work was reactive. We were doing a lot of support work, billing and invoice work.
With Planhat, we took that off their plate, and of the 15 CSMs that we had, we actually were able to reduce the amount of headcount to 7.
“With Planhat, we took that off their plate, and of the 15 CSMs that we had, we actually were able to reduce the amount of headcount to 7. ”
Adam Cooney — When I first took the role, we had 15 customer success managers and the majority of our work was reactive. We were doing a lot of support work, billing and invoice work.
With Planhat, we took that off their plate, and of the 15 CSMs that we had, we actually were able to reduce the amount of headcount to 7.
“With Planhat, we took that off their plate, and of the 15 CSMs that we had, we actually were able to reduce the amount of headcount to 7. ”
And using Planhat, we're able to be more efficient in how we oversee our customer base from post-sale. So our onboarding team uses Planhat and they have a very systematic approach depending on the subscriptions that they buy.
We have 9 SKUs, so depending on the SKUs that they purchase—in anywhere from 30 to 60 days—they can be onboarded and then passed over to our customer success managers, which just take over from a phase change workflow.
And using Planhat, we're able to be more efficient in how we oversee our customer base from post-sale. So our onboarding team uses Planhat and they have a very systematic approach depending on the subscriptions that they buy.
We have 9 SKUs, so depending on the SKUs that they purchase—in anywhere from 30 to 60 days—they can be onboarded and then passed over to our customer success managers, which just take over from a phase change workflow.
And using Planhat, we're able to be more efficient in how we oversee our customer base from post-sale. So our onboarding team uses Planhat and they have a very systematic approach depending on the subscriptions that they buy.
We have 9 SKUs, so depending on the SKUs that they purchase—in anywhere from 30 to 60 days—they can be onboarded and then passed over to our customer success managers, which just take over from a phase change workflow.
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