How Customer.io Reorganised Its CS Team Using Planhat
10
10
%
%
Active accounts reassigned to new CSMs
Active accounts reassigned to new CSMs
Customer.io
Customer.io
201-500 Employees
Scale-up
201-500 Employees
Scale-up
Headquarters
Beaverton, OR
Headquarters
Beaverton, OR
Switched to Planhat
2023
Switched to Planhat
2023
Customer.io is a marketing-automation platform for data-driven email, push and in-app messaging triggered by customer behaviour. As the team’s post-sales model became more segmented and sophisticated, its operating system needed to reflect that complexity without slowing processes down.
Customer.io is a marketing-automation platform for data-driven email, push and in-app messaging triggered by customer behaviour. As the team’s post-sales model became more segmented and sophisticated, its operating system needed to reflect that complexity without slowing processes down.
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Challenge
Customer.io needed a platform that could keep pace as its business and CS model grew more complex. Its own attempts at flexible reporting kept running into stale data and views that lacked the granularity it needed, and CSMs wanted repeatable workflows tuned to each segment.
We were struggling to keep data up to date and build custom data views with sufficient granularity.”
“
Shannon Nishi
Director of Customer Success
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Customer.io needed a platform that could keep pace as its business and CS model grew more complex. Its own attempts at flexible reporting kept running into stale data and views that lacked the granularity it needed, and CSMs wanted repeatable workflows tuned to each segment.
We were struggling to keep data up to date and build custom data views with sufficient granularity.”
“
Shannon Nishi
Director of Customer Success
Customer.io needed a platform that could keep pace as its business and CS model grew more complex. Its own attempts at flexible reporting kept running into stale data and views that lacked the granularity it needed, and CSMs wanted repeatable workflows tuned to each segment.
“We were struggling to keep data up to date and build custom data views with sufficient granularity.”
Shannon Nishi
Director of Customer Success
Share
Solution
Solution
Planhat gave the team the flexibility to report on outcomes and track journeys—and, unlike past systems, to add data fields themselves without waiting on engineers. Automations held data hygiene in place; workflows kept CSMs on action rather than admin.
Planhat's automations have also allowed us to maintain data hygiene and reliability without constant data reviews or manual effort.”
“
Share
Planhat gave the team the flexibility to report on outcomes and track journeys—and, unlike past systems, to add data fields themselves without waiting on engineers. Automations held data hygiene in place; workflows kept CSMs on action rather than admin.
Planhat's automations have also allowed us to maintain data hygiene and reliability without constant data reviews or manual effort.”
“
Planhat gave the team the flexibility to report on outcomes and track journeys—and, unlike past systems, to add data fields themselves without waiting on engineers. Automations held data hygiene in place; workflows kept CSMs on action rather than admin.
“Planhat's automations have also allowed us to maintain data hygiene and reliability without constant data reviews or manual effort.”
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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Segment-specific reporting arrived for the first time: time-to-onboard, assignment volume, and how often key activities happen.
Segment-specific reporting arrived for the first time: time-to-onboard, assignment volume, and how often key activities happen.
Segment-specific reporting arrived for the first time: time-to-onboard, assignment volume, and how often key activities happen.
On the back of that reporting, Customer.io reorganised the CS team and moved more than 10% of active accounts to better-matched CSMs.
On the back of that reporting, Customer.io reorganised the CS team and moved more than 10% of active accounts to better-matched CSMs.
On the back of that reporting, Customer.io reorganised the CS team and moved more than 10% of active accounts to better-matched CSMs.
Customer.io needed CS reporting and workflows that could keep up with a more complex customer model. Planhat let the team create granular views, automate data hygiene and run segment-specific reporting, supporting a reorganisation that reassigned more than 10% of active accounts.
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Customer.io needed CS reporting and workflows that could keep up with a more complex customer model. Planhat let the team create granular views, automate data hygiene and run segment-specific reporting, supporting a reorganisation that reassigned more than 10% of active accounts.
Share
Customer.io needed CS reporting and workflows that could keep up with a more complex customer model. Planhat let the team create granular views, automate data hygiene and run segment-specific reporting, supporting a reorganisation that reassigned more than 10% of active accounts.
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.