How Cognigy Freed up 4 Hours per CSM Each Week with Planhat
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4
4
Weekly CSM Hours Saved
Weekly CSM Hours Saved
Cognigy
Cognigy
201-500 Employees
Scale-up
201-500 Employees
Scale-up
Headquarters
Germany
Headquarters
Germany
Switched to Planhat
2022
Switched to Planhat
2022
Cognigy is a conversational-AI company whose platform powers AI voice and chat agents for enterprise customer service. As the organisation grew, post-sale data needed to become more than a record of activity—it had to become a way to anticipate risk, renewals and growth.
Cognigy is a conversational-AI company whose platform powers AI voice and chat agents for enterprise customer service. As the organisation grew, post-sale data needed to become more than a record of activity—it had to become a way to anticipate risk, renewals and growth.
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Challenge
As Cognigy moved from a small team to a larger workforce, post-sale visibility became critical. It struggled to track contract cycles, read renewal phases and see where customers were in their journey—with real risk of missing renewals, upsell and cross-sell.
We struggled to track contract cycles, accurately assess renewal phases, and gain insights into where customers were in their journey.”
“
Matthew Greenslade
Director of Customer Success
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As Cognigy moved from a small team to a larger workforce, post-sale visibility became critical. It struggled to track contract cycles, read renewal phases and see where customers were in their journey—with real risk of missing renewals, upsell and cross-sell.
We struggled to track contract cycles, accurately assess renewal phases, and gain insights into where customers were in their journey.”
“
Matthew Greenslade
Director of Customer Success
As Cognigy moved from a small team to a larger workforce, post-sale visibility became critical. It struggled to track contract cycles, read renewal phases and see where customers were in their journey—with real risk of missing renewals, upsell and cross-sell.
“We struggled to track contract cycles, accurately assess renewal phases, and gain insights into where customers were in their journey.”
Matthew Greenslade
Director of Customer Success
Share
Solution
Solution
Planhat covered more than the original brief. The NPS module surfaced feedback, analytics gave the team real-time data to act on, and tight integration with the existing stack kept management current on risk.
This level of integration also facilitated proactive communication for our management team, keeping everyone up to date on risks within our customer base.”
“
Share
Planhat covered more than the original brief. The NPS module surfaced feedback, analytics gave the team real-time data to act on, and tight integration with the existing stack kept management current on risk.
This level of integration also facilitated proactive communication for our management team, keeping everyone up to date on risks within our customer base.”
“
Planhat covered more than the original brief. The NPS module surfaced feedback, analytics gave the team real-time data to act on, and tight integration with the existing stack kept management current on risk.
“This level of integration also facilitated proactive communication for our management team, keeping everyone up to date on risks within our customer base.”
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
Post-sale visibility touched several parts of the operation at once: renewals, feedback, the data itself, and the ability to hold NRR steady while growing.
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Post-sale visibility touched several parts of the operation at once: renewals, feedback, the data itself, and the ability to hold NRR steady while growing.
Post-sale visibility touched several parts of the operation at once: renewals, feedback, the data itself, and the ability to hold NRR steady while growing.
Contract cycles and renewal phases became legible, so the team could address issues in time rather than discovering them at the point of renewal.
Contract cycles and renewal phases became legible, so the team could address issues in time rather than discovering them at the point of renewal.
Contract cycles and renewal phases became legible, so the team could address issues in time rather than discovering them at the point of renewal.
The NPS module turned customer feedback into something structured: a read on satisfaction and on where to improve.
The NPS module turned customer feedback into something structured: a read on satisfaction and on where to improve.
The NPS module turned customer feedback into something structured: a read on satisfaction and on where to improve.
Integrating the existing stack gave management one coherent view, and kept everyone current on risk across the base.
Planhat's extensive integration with our existing tech stack streamlined our processes and enhanced the overall efficiency of our customer success operations”
“
Integrating the existing stack gave management one coherent view, and kept everyone current on risk across the base.
Planhat's extensive integration with our existing tech stack streamlined our processes and enhanced the overall efficiency of our customer success operations”
“
Integrating the existing stack gave management one coherent view, and kept everyone current on risk across the base.
Planhat's extensive integration with our existing tech stack streamlined our processes and enhanced the overall efficiency of our customer success operations”
“
Cognigy was scaling from a small team into a larger post-sale organisation and needed sharper visibility across contracts, renewals and customer journeys. Planhat gave the team real-time reporting, integrations and risk visibility, saving each CSM an estimated 2–4 hours every week.
Share
Cognigy was scaling from a small team into a larger post-sale organisation and needed sharper visibility across contracts, renewals and customer journeys. Planhat gave the team real-time reporting, integrations and risk visibility, saving each CSM an estimated 2–4 hours every week.
Share
Cognigy was scaling from a small team into a larger post-sale organisation and needed sharper visibility across contracts, renewals and customer journeys. Planhat gave the team real-time reporting, integrations and risk visibility, saving each CSM an estimated 2–4 hours every week.
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.