How 1upHealth Combined Human Instinct with AI Analysis to Increase its GRR to +90%
How 1upHealth Combined Human Instinct with AI Analysis to Increase its GRR to +90%
How 1upHealth Combined Human Instinct with AI Analysis to Increase its GRR to +90%
Before Planhat, the team did not have a purpose-built customer platform, and service delivery ran on TaskRay, which the team did not get value from. Additionally leaders had no way to spot risk early or to plan the team’s capacity with precision.
“We basically in general lacked a single source of truth for both customer sentiment and project execution, and that made it really difficult for me as the customer success leader to be able to spot risk early.”
Before Planhat, the team did not have a purpose-built customer platform, and service delivery ran on TaskRay, which the team did not get value from. Additionally leaders had no way to spot risk early or to plan the team’s capacity with precision.
“We basically in general lacked a single source of truth for both customer sentiment and project execution, and that made it really difficult for me as the customer success leader to be able to spot risk early.”
Before Planhat, the team did not have a purpose-built customer platform, and service delivery ran on TaskRay, which the team did not get value from. Additionally leaders had no way to spot risk early or to plan the team’s capacity with precision.
“We basically in general lacked a single source of truth for both customer sentiment and project execution, and that made it really difficult for me as the customer success leader to be able to spot risk early.”
Struggling to spot risk early, understand usage, and plan the team’s capacity with precision, 1upHealth needed a system that would not only give it visibility, but take action to improve retention and delivery.
Initially using Planhat only as a customer platform, the team configured a composite, multi-factor health score incorporating usage, very quickly, reducing the ‘gut-feel’, subjective element. The Planhat team built this out, ‘operating as an extension of [their] team’.
Then, 1upHealth adopted Planhat’s PSA capabilities.
“I was looking for not just a project management tool, but the connective tissue to link presales, delivery, and ongoing success. And that’s exactly what we got with Planhat.”
Struggling to spot risk early, understand usage, and plan the team’s capacity with precision, 1upHealth needed a system that would not only give it visibility, but take action to improve retention and delivery.
Initially using Planhat only as a customer platform, the team configured a composite, multi-factor health score incorporating usage, very quickly, reducing the ‘gut-feel’, subjective element. The Planhat team built this out, ‘operating as an extension of [their] team’.
Then, 1upHealth adopted Planhat’s PSA capabilities.
“I was looking for not just a project management tool, but the connective tissue to link presales, delivery, and ongoing success. And that’s exactly what we got with Planhat.”
Struggling to spot risk early, understand usage, and plan the team’s capacity with precision, 1upHealth needed a system that would not only give it visibility, but take action to improve retention and delivery.
Initially using Planhat only as a customer platform, the team configured a composite, multi-factor health score incorporating usage, very quickly, reducing the ‘gut-feel’, subjective element. The Planhat team built this out, ‘operating as an extension of [their] team’.
Then, 1upHealth adopted Planhat’s PSA capabilities.
“I was looking for not just a project management tool, but the connective tissue to link presales, delivery, and ongoing success. And that’s exactly what we got with Planhat.”
Now delivering to their customer with one system, the team have an unprecedented visibility into delivery execution an commercial outcomes. Planhat’s AI sentiment feeds the numbers that the board analyses, and Claude MCP allows the team to answer ad-hoc questions, combining additional information with the rich customer context in Planhat.
“Everything is powered by Planhat, from implementation kickoff through steady state health monitoring. We no longer have a disconnect between customer projects and customer relationships—instead we see everything in one glance.”
Now delivering to their customer with one system, the team have an unprecedented visibility into delivery execution an commercial outcomes. Planhat’s AI sentiment feeds the numbers that the board analyses, and Claude MCP allows the team to answer ad-hoc questions, combining additional information with the rich customer context in Planhat.
“Everything is powered by Planhat, from implementation kickoff through steady state health monitoring. We no longer have a disconnect between customer projects and customer relationships—instead we see everything in one glance.”
Now delivering to their customer with one system, the team have an unprecedented visibility into delivery execution an commercial outcomes. Planhat’s AI sentiment feeds the numbers that the board analyses, and Claude MCP allows the team to answer ad-hoc questions, combining additional information with the rich customer context in Planhat.
“Everything is powered by Planhat, from implementation kickoff through steady state health monitoring. We no longer have a disconnect between customer projects and customer relationships—instead we see everything in one glance.”
proj management
Project-level tracking runs across every active implementation, with delivery milestones sitting in the same environment as the health score. Consequently, project status now feeds the renewal picture, allowing the team to fully understand whether they were executing what they had promised and how that tied back to the customer relationship.
“Planhat has been a gamechanger in allowing us to see at a glance project statuses and customer relationships. ”
proj management
Project-level tracking runs across every active implementation, with delivery milestones sitting in the same environment as the health score. Consequently, project status now feeds the renewal picture, allowing the team to fully understand whether they were executing what they had promised and how that tied back to the customer relationship.
“Planhat has been a gamechanger in allowing us to see at a glance project statuses and customer relationships. ”
proj management
Project-level tracking runs across every active implementation, with delivery milestones sitting in the same environment as the health score. Consequently, project status now feeds the renewal picture, allowing the team to fully understand whether they were executing what they had promised and how that tied back to the customer relationship.
“Planhat has been a gamechanger in allowing us to see at a glance project statuses and customer relationships. ”
resource management
Because time is tracked where the work happens, not in a separate tool, utilisation is visible per project and going forward. When a project slips, leaders can see the effect on the availability of the people on it and re-plan the next engagement accordingly. AI resource allocation enables leaders to easily understand skills and capacity across the whole team and quickly allocate the best person for each engagement.
“Because we're tracking time in the system, we understand utilisation in a way that really informs our margin profiles. All our decisions are now backed by real numbers.”
resource management
Because time is tracked where the work happens, not in a separate tool, utilisation is visible per project and going forward. When a project slips, leaders can see the effect on the availability of the people on it and re-plan the next engagement accordingly. AI resource allocation enables leaders to easily understand skills and capacity across the whole team and quickly allocate the best person for each engagement.
“Because we're tracking time in the system, we understand utilisation in a way that really informs our margin profiles. All our decisions are now backed by real numbers.”
resource management
Because time is tracked where the work happens, not in a separate tool, utilisation is visible per project and going forward. When a project slips, leaders can see the effect on the availability of the people on it and re-plan the next engagement accordingly. AI resource allocation enables leaders to easily understand skills and capacity across the whole team and quickly allocate the best person for each engagement.
“Because we're tracking time in the system, we understand utilisation in a way that really informs our margin profiles. All our decisions are now backed by real numbers.”
exec board reporting
One dashboard connecting delivery execution to renewal, expansion, and churn risk replaces an exercise that previously involved assembling figures from several systems by hand. Planhat takes in context such as all Gong meeting summaries, which feed into AI sentiment analysis. This allows leaders to validate CSMs opinions on the status of customer relationships, balancing gut instinct with empirical data. Now, the board of directors is given numbers that are backed by a defensible multi-factor health score methodology.
“Planhat enables us to connect delivery execution to commercial outcomes. I can now say to our board of directors: here is a defensible multi-factor health score methodology.”
exec board reporting
One dashboard connecting delivery execution to renewal, expansion, and churn risk replaces an exercise that previously involved assembling figures from several systems by hand. Planhat takes in context such as all Gong meeting summaries, which feed into AI sentiment analysis. This allows leaders to validate CSMs opinions on the status of customer relationships, balancing gut instinct with empirical data. Now, the board of directors is given numbers that are backed by a defensible multi-factor health score methodology.
“Planhat enables us to connect delivery execution to commercial outcomes. I can now say to our board of directors: here is a defensible multi-factor health score methodology.”
exec board reporting
One dashboard connecting delivery execution to renewal, expansion, and churn risk replaces an exercise that previously involved assembling figures from several systems by hand. Planhat takes in context such as all Gong meeting summaries, which feed into AI sentiment analysis. This allows leaders to validate CSMs opinions on the status of customer relationships, balancing gut instinct with empirical data. Now, the board of directors is given numbers that are backed by a defensible multi-factor health score methodology.
“Planhat enables us to connect delivery execution to commercial outcomes. I can now say to our board of directors: here is a defensible multi-factor health score methodology.”
Before Planhat, the customer health picture was subjective and resource allocation was a messy task. Now, with a multi-factor health score, AI sentiment analysis drawn from every meeting summary, and time tracked exactly where the work happens, leadership have a full understanding of project statuses and customer relationships.
Before Planhat, the customer health picture was subjective and resource allocation was a messy task. Now, with a multi-factor health score, AI sentiment analysis drawn from every meeting summary, and time tracked exactly where the work happens, leadership have a full understanding of project statuses and customer relationships.