How 8x8 Transformed Their Retention with Planhat
1
1
%
%
Higher NRR in Year 1
Higher NRR in Year 1
8x8
8x8
1001-5000 Employees
Enterprise
1001-5000 Employees
Enterprise
Headquarters
Campbell, CA
Headquarters
Campbell, CA
Switched to Planhat
2023
Switched to Planhat
2023
8x8 is a cloud communications company that provides business phone, video, chat, contact center, and messaging tools. For a young CS function inside a mature business, the challenge was turning years of customer history into a retention forecast the team could trust.
8x8 is a cloud communications company that provides business phone, video, chat, contact center, and messaging tools. For a young CS function inside a mature business, the challenge was turning years of customer history into a retention forecast the team could trust.
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Challenge
The company serves around 60,000 customers, and its Customer Success function in its current form is young—just entering its third year. That newness came with a specific handicap: twenty years of accumulated tech debt, and no way to forecast retention.
With Customer Success being fairly new at 8x8, the biggest challenge that we had is we are coming from a company that is almost 20 years old and had a lot of tech debt, and we weren't able to do a retention forecast to understand our NRR and what was happening with our customers when they renew, and to understand what our churn forecast might look like.”
“
Share
The company serves around 60,000 customers, and its Customer Success function in its current form is young—just entering its third year. That newness came with a specific handicap: twenty years of accumulated tech debt, and no way to forecast retention.
With Customer Success being fairly new at 8x8, the biggest challenge that we had is we are coming from a company that is almost 20 years old and had a lot of tech debt, and we weren't able to do a retention forecast to understand our NRR and what was happening with our customers when they renew, and to understand what our churn forecast might look like.”
“
The company serves around 60,000 customers, and its Customer Success function in its current form is young—just entering its third year. That newness came with a specific handicap: twenty years of accumulated tech debt, and no way to forecast retention.
“With Customer Success being fairly new at 8x8, the biggest challenge that we had is we are coming from a company that is almost 20 years old and had a lot of tech debt, and we weren't able to do a retention forecast to understand our NRR and what was happening with our customers when they renew, and to understand what our churn forecast might look like.”
Share
Solution
Solution
The evaluation came down to whether anything could actually build the forecast 8x8 needed—connecting the renewal opportunity to everything happening around it, not just the opportunity record itself. That's where Planhat separated itself from competitors.
Planhat gave us a little bit more flexibility than even Salesforce did, because we can integrate not only the retention forecast with just an opportunity itself, but with the other aspects of what's going on within the customers.”
“
Share
The evaluation came down to whether anything could actually build the forecast 8x8 needed—connecting the renewal opportunity to everything happening around it, not just the opportunity record itself. That's where Planhat separated itself from competitors.
Planhat gave us a little bit more flexibility than even Salesforce did, because we can integrate not only the retention forecast with just an opportunity itself, but with the other aspects of what's going on within the customers.”
“
The evaluation came down to whether anything could actually build the forecast 8x8 needed—connecting the renewal opportunity to everything happening around it, not just the opportunity record itself. That's where Planhat separated itself from competitors.
“Planhat gave us a little bit more flexibility than even Salesforce did, because we can integrate not only the retention forecast with just an opportunity itself, but with the other aspects of what's going on within the customers.”
Share
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Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
Outcomes
Outcomes
Planhat was bought to solve one problem—the retention forecast. A year in, it had solved that and more.
What Planhat has done for us over the last year since we've implemented it is about one or two percent of retention. And a percent or two of retention is quite a bit of money for us over a year.”
“
Share
Planhat was bought to solve one problem—the retention forecast. A year in, it had solved that and more.
What Planhat has done for us over the last year since we've implemented it is about one or two percent of retention. And a percent or two of retention is quite a bit of money for us over a year.”
“
Planhat was bought to solve one problem—the retention forecast. A year in, it had solved that and more.
“What Planhat has done for us over the last year since we've implemented it is about one or two percent of retention. And a percent or two of retention is quite a bit of money for us over a year.”
The team built a full retention forecast and pipeline, then extended it backwards from the renewal event into everything leading up to it. The result was one to two points of retention over the year since implementation.
What Planhat has done for us over the last year since we've implemented it is about one or two percent of retention. And a percent or two of retention is quite a bit of money for us over a year. It might be a company's ARR at another company, because we're a larger company.”
“
The team built a full retention forecast and pipeline, then extended it backwards from the renewal event into everything leading up to it. The result was one to two points of retention over the year since implementation.
What Planhat has done for us over the last year since we've implemented it is about one or two percent of retention. And a percent or two of retention is quite a bit of money for us over a year. It might be a company's ARR at another company, because we're a larger company.”
“
The team built a full retention forecast and pipeline, then extended it backwards from the renewal event into everything leading up to it. The result was one to two points of retention over the year since implementation.
What Planhat has done for us over the last year since we've implemented it is about one or two percent of retention. And a percent or two of retention is quite a bit of money for us over a year. It might be a company's ARR at another company, because we're a larger company.”
“
8x8 runs 15 to 20 other tools. As they've integrated into Planhat, some have become redundant, allowing cost savings, and others turn out to work better inside Planhat than by themselves.
We got Planhat to solve a specific problem, and what we're finding is that Planhat is becoming the hub of all of our sorts of tech. Some of those tools work better within Planhat than within themselves.”
“
[
]
Elevating the Entire Techology Stack
Vice President of Customer Success at VoIP pioneer and Contact Center 8x8, shares how Planhat has not only solved a retention forecasting problem, but replaced and enhanced a suite of products across the existing CX technology stack.
8x8 runs 15 to 20 other tools. As they've integrated into Planhat, some have become redundant, allowing cost savings, and others turn out to work better inside Planhat than by themselves.
We got Planhat to solve a specific problem, and what we're finding is that Planhat is becoming the hub of all of our sorts of tech. Some of those tools work better within Planhat than within themselves.”
“
[
]
Elevating the Entire Techology Stack
Vice President of Customer Success at VoIP pioneer and Contact Center 8x8, shares how Planhat has not only solved a retention forecasting problem, but replaced and enhanced a suite of products across the existing CX technology stack.
8x8 runs 15 to 20 other tools. As they've integrated into Planhat, some have become redundant, allowing cost savings, and others turn out to work better inside Planhat than by themselves.
We got Planhat to solve a specific problem, and what we're finding is that Planhat is becoming the hub of all of our sorts of tech. Some of those tools work better within Planhat than within themselves.”
“
[
]
Elevating the Entire Techology Stack
Vice President of Customer Success at VoIP pioneer and Contact Center 8x8, shares how Planhat has not only solved a retention forecasting problem, but replaced and enhanced a suite of products across the existing CX technology stack.
8x8 needed to understand retention across 60,000 customers, but years of tech debt made forecasting impossible. Planhat connected renewals with the wider customer picture, improving retention by 1–2 points and becoming the hub for much of the post-sales tech stack.
Share
8x8 needed to understand retention across 60,000 customers, but years of tech debt made forecasting impossible. Planhat connected renewals with the wider customer picture, improving retention by 1–2 points and becoming the hub for much of the post-sales tech stack.
Share
8x8 needed to understand retention across 60,000 customers, but years of tech debt made forecasting impossible. Planhat connected renewals with the wider customer picture, improving retention by 1–2 points and becoming the hub for much of the post-sales tech stack.
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.