How Birdie Saved 70% of At-Risk SME Customers Using Planhat
70
70
%
%
At-Risk SME Customers Saved
At-Risk SME Customers Saved
Birdie
Birdie
51-200 Employees
Scale-up
51-200 Employees
Scale-up
Headquarters
United Kingdom
Headquarters
United Kingdom
Birdie is a UK home-healthcare technology company whose platform supports care providers looking after older people at home. The team’s long-tail customer base created a classic scale challenge: knowing where human attention would matter most before a customer slipped away.
Birdie is a UK home-healthcare technology company whose platform supports care providers looking after older people at home. The team’s long-tail customer base created a classic scale challenge: knowing where human attention would matter most before a customer slipped away.
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Challenge
Birdie needed to serve a growing number of small customers while keeping headcount flat. The blocker was knowing who to contact and when—without a real read on customer health, the team caught at-risk customers too late.
Without a deep understanding of our customer health, we had to settle for inefficient and reactive engagement with at-risk customers that should have been caught sooner.”
“
Share
Birdie needed to serve a growing number of small customers while keeping headcount flat. The blocker was knowing who to contact and when—without a real read on customer health, the team caught at-risk customers too late.
Without a deep understanding of our customer health, we had to settle for inefficient and reactive engagement with at-risk customers that should have been caught sooner.”
“
Birdie needed to serve a growing number of small customers while keeping headcount flat. The blocker was knowing who to contact and when—without a real read on customer health, the team caught at-risk customers too late.
“Without a deep understanding of our customer health, we had to settle for inefficient and reactive engagement with at-risk customers that should have been caught sooner.”
Share
Solution
Solution
Planhat gave Birdie a level of health visibility it hadn't had before. Automations flagged at-risk customers on product usage and onboarding milestones, and workflows standardised how the team responded when a health score dropped to red.
Planhat's workflows have also allowed us to deploy a standardised process for flagging and engaging with customers whose onboarding health score drops to red.”
“
Share
Planhat gave Birdie a level of health visibility it hadn't had before. Automations flagged at-risk customers on product usage and onboarding milestones, and workflows standardised how the team responded when a health score dropped to red.
Planhat's workflows have also allowed us to deploy a standardised process for flagging and engaging with customers whose onboarding health score drops to red.”
“
Planhat gave Birdie a level of health visibility it hadn't had before. Automations flagged at-risk customers on product usage and onboarding milestones, and workflows standardised how the team responded when a health score dropped to red.
“Planhat's workflows have also allowed us to deploy a standardised process for flagging and engaging with customers whose onboarding health score drops to red.”
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
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Health visibility Birdie had never had before means the team no longer digs through reports to work out who needs attention. That alone saved each person close to twenty minutes a day.
Health visibility Birdie had never had before means the team no longer digs through reports to work out who needs attention. That alone saved each person close to twenty minutes a day.
Health visibility Birdie had never had before means the team no longer digs through reports to work out who needs attention. That alone saved each person close to twenty minutes a day.
Speed and accuracy on at-risk customers improved enough to save close to 70% of at-risk SME accounts in onboarding before they would have churned.
Planhat has helped us to increase the speed and the accuracy at which we can identify at-risk customers.”
“
Speed and accuracy on at-risk customers improved enough to save close to 70% of at-risk SME accounts in onboarding before they would have churned.
Planhat has helped us to increase the speed and the accuracy at which we can identify at-risk customers.”
“
Speed and accuracy on at-risk customers improved enough to save close to 70% of at-risk SME accounts in onboarding before they would have churned.
Planhat has helped us to increase the speed and the accuracy at which we can identify at-risk customers.”
“
The long tail of smaller customers, historically the hardest to manage proactively because of sheer numbers, became something the team could actually keep on top of.
These capabilities have been invaluable for retaining and growing our long-tail of smaller customers who, due to their large numbers, have historically been difficult for the team to manage proactively.”
“
The long tail of smaller customers, historically the hardest to manage proactively because of sheer numbers, became something the team could actually keep on top of.
These capabilities have been invaluable for retaining and growing our long-tail of smaller customers who, due to their large numbers, have historically been difficult for the team to manage proactively.”
“
The long tail of smaller customers, historically the hardest to manage proactively because of sheer numbers, became something the team could actually keep on top of.
These capabilities have been invaluable for retaining and growing our long-tail of smaller customers who, due to their large numbers, have historically been difficult for the team to manage proactively.”
“
Birdie needed to serve more small customers without growing headcount, but the team lacked clear signals on who needed attention. Planhat turned product usage and onboarding milestones into health workflows, helping Birdie save close to 70% of at-risk SME customers in onboarding.
Share
Birdie needed to serve more small customers without growing headcount, but the team lacked clear signals on who needed attention. Planhat turned product usage and onboarding milestones into health workflows, helping Birdie save close to 70% of at-risk SME customers in onboarding.
Share
Birdie needed to serve more small customers without growing headcount, but the team lacked clear signals on who needed attention. Planhat turned product usage and onboarding milestones into health workflows, helping Birdie save close to 70% of at-risk SME customers in onboarding.
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.