How DrFirst Drove $750K in Cross-Sell Revenue in 9 Months
DrFirst
DrFirst
201-500 Employees
Enterprise
201-500 Employees
Enterprise
Headquarters
Rockville, MD
Headquarters
Rockville, MD
Switched to Planhat
2023
Switched to Planhat
2023
HighlightED Processes
DrFirst is a healthcare IT company that has spent 26 years embedding itself into medication management workflows: e-prescribing, prior auth, adherence, care collaboration, and more across over 2,000 hospitals. The business had the customer activity, the data and the revenue opportunity—what they needed was a way to make all three work together after the sale.
DrFirst is a healthcare IT company that has spent 26 years embedding itself into medication management workflows: e-prescribing, prior auth, adherence, care collaboration, and more across over 2,000 hospitals. The business had the customer activity, the data and the revenue opportunity—what they needed was a way to make all three work together after the sale.
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Challenge
DrFirst was running its customer organisation the way a lot of growth-stage businesses do: customer engagement was disorganised, and the data required to make sense of it sat across spreadsheets, sales records, and various unconsolidated documents. QBRs happened on an ad-hoc basis, somewhere around 50 a quarter, with no consistent cadence.
The program management team was working in spreadsheets and sales had no view into customers' activity or sentiment post-close. Across the business, customer context was recorded in too many places; there was no shared model of reality that teams could act on effectively.
We have Planhat and Salesforce fully connected and integrated so that we can share the data between sales, post-sales and services teams.”
“
Share
DrFirst was running its customer organisation the way a lot of growth-stage businesses do: customer engagement was disorganised, and the data required to make sense of it sat across spreadsheets, sales records, and various unconsolidated documents. QBRs happened on an ad-hoc basis, somewhere around 50 a quarter, with no consistent cadence.
The program management team was working in spreadsheets and sales had no view into customers' activity or sentiment post-close. Across the business, customer context was recorded in too many places; there was no shared model of reality that teams could act on effectively.
We have Planhat and Salesforce fully connected and integrated so that we can share the data between sales, post-sales and services teams.”
“
DrFirst was running its customer organisation the way a lot of growth-stage businesses do: customer engagement was disorganised, and the data required to make sense of it sat across spreadsheets, sales records, and various unconsolidated documents. QBRs happened on an ad-hoc basis, somewhere around 50 a quarter, with no consistent cadence.
The program management team was working in spreadsheets and sales had no view into customers' activity or sentiment post-close. Across the business, customer context was recorded in too many places; there was no shared model of reality that teams could act on effectively.
“We have Planhat and Salesforce fully connected and integrated so that we can share the data between sales, post-sales and services teams.”
Share
Solution
Solution
With Planhat, the business now has the systems in place to not only run in an organised manner, with consolidated data and high visibility, but also to proactively capitalise on opportunities. The cycle for solving issues has become significantly more efficient, now that the team wields a single source of consolidated, enriched data.
Data hygiene was the first improvement the team noticed: “the consistency and quality of our data has improved incredibly.” Last quarter, before launching any AI agents, the team systematically updated all their SOPs, guides, and team processes. Planhat allowed them to rapidly create a consolidated source of data and procedures, so that the agents now point at clean documentation, enabling teams to act with confidence.
Across teams, we now have visibility into what's going on with our customer projects that we just did not have before.”
“
Share
With Planhat, the business now has the systems in place to not only run in an organised manner, with consolidated data and high visibility, but also to proactively capitalise on opportunities. The cycle for solving issues has become significantly more efficient, now that the team wields a single source of consolidated, enriched data.
Data hygiene was the first improvement the team noticed: “the consistency and quality of our data has improved incredibly.” Last quarter, before launching any AI agents, the team systematically updated all their SOPs, guides, and team processes. Planhat allowed them to rapidly create a consolidated source of data and procedures, so that the agents now point at clean documentation, enabling teams to act with confidence.
Across teams, we now have visibility into what's going on with our customer projects that we just did not have before.”
“
With Planhat, the business now has the systems in place to not only run in an organised manner, with consolidated data and high visibility, but also to proactively capitalise on opportunities. The cycle for solving issues has become significantly more efficient, now that the team wields a single source of consolidated, enriched data.
Data hygiene was the first improvement the team noticed: “the consistency and quality of our data has improved incredibly.” Last quarter, before launching any AI agents, the team systematically updated all their SOPs, guides, and team processes. Planhat allowed them to rapidly create a consolidated source of data and procedures, so that the agents now point at clean documentation, enabling teams to act with confidence.
“Across teams, we now have visibility into what's going on with our customer projects that we just did not have before.”
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
Before Planhat, DrFirst did not generate revenue through cross-selling; using Planhat, it has driven over $750,000 in cross-sell revenue in roughly 9 months. The reason is clear: “we're engaging customers more, so they're seeing the value, and as a result we're getting them on board with new solutions. That's where the cross-sell is coming in. And because of that, we can deliver even more value to them.” Their new way of working is modelled on the sales process, with the team pulling up the opportunities for the quarter and running through each of them once a week to understand the status.
This improved level of engagement with customers is really changing the whole dynamic of how we run our business.”
“
Share
Before Planhat, DrFirst did not generate revenue through cross-selling; using Planhat, it has driven over $750,000 in cross-sell revenue in roughly 9 months. The reason is clear: “we're engaging customers more, so they're seeing the value, and as a result we're getting them on board with new solutions. That's where the cross-sell is coming in. And because of that, we can deliver even more value to them.” Their new way of working is modelled on the sales process, with the team pulling up the opportunities for the quarter and running through each of them once a week to understand the status.
This improved level of engagement with customers is really changing the whole dynamic of how we run our business.”
“
Before Planhat, DrFirst did not generate revenue through cross-selling; using Planhat, it has driven over $750,000 in cross-sell revenue in roughly 9 months. The reason is clear: “we're engaging customers more, so they're seeing the value, and as a result we're getting them on board with new solutions. That's where the cross-sell is coming in. And because of that, we can deliver even more value to them.” Their new way of working is modelled on the sales process, with the team pulling up the opportunities for the quarter and running through each of them once a week to understand the status.
“This improved level of engagement with customers is really changing the whole dynamic of how we run our business.”
The program management team moved its full workflow into Planhat, driving increased awareness, data quality, and alignment with Customer Success. With Planhat data seamlessly integrating into DrFirst’s Enterprise Data Warehouse, finance can see program activity in real time, where previously it was updated monthly and required 4-6 hours per month to prepare. This has vastly increased the efficiency and accuracy of revenue forecasts.
We’re seeing hundreds of hours saved by using agents in Planhat. It's really the first truly democratized delivery of AI within the business.”
“
[
]
Unifying Around the Customer
Vice President of Customer Transformation at healthcare operations leader Dr First, shares how Planhat has impacted on the business.
The program management team moved its full workflow into Planhat, driving increased awareness, data quality, and alignment with Customer Success. With Planhat data seamlessly integrating into DrFirst’s Enterprise Data Warehouse, finance can see program activity in real time, where previously it was updated monthly and required 4-6 hours per month to prepare. This has vastly increased the efficiency and accuracy of revenue forecasts.
We’re seeing hundreds of hours saved by using agents in Planhat. It's really the first truly democratized delivery of AI within the business.”
“
[
]
Unifying Around the Customer
Vice President of Customer Transformation at healthcare operations leader Dr First, shares how Planhat has impacted on the business.
The program management team moved its full workflow into Planhat, driving increased awareness, data quality, and alignment with Customer Success. With Planhat data seamlessly integrating into DrFirst’s Enterprise Data Warehouse, finance can see program activity in real time, where previously it was updated monthly and required 4-6 hours per month to prepare. This has vastly increased the efficiency and accuracy of revenue forecasts.
We’re seeing hundreds of hours saved by using agents in Planhat. It's really the first truly democratized delivery of AI within the business.”
“
[
]
Unifying Around the Customer
Vice President of Customer Transformation at healthcare operations leader Dr First, shares how Planhat has impacted on the business.
DrFirst went from running around 50 QBRs a quarter to 150+. With three times the engagement, their customers benefit from a considerably higher-touch experience. Seth notes that this is because Planhat has created a more consistent approach to the process of engaging with customers and a tighter coupling between the Success and Program Management teams, allowing a unified effort.
Agents that prepare the team for the QBRs allow these meetings to focus on strategic conversations, and the company plans to further increase QBR numbers.
DrFirst went from running around 50 QBRs a quarter to 150+. With three times the engagement, their customers benefit from a considerably higher-touch experience. Seth notes that this is because Planhat has created a more consistent approach to the process of engaging with customers and a tighter coupling between the Success and Program Management teams, allowing a unified effort.
Agents that prepare the team for the QBRs allow these meetings to focus on strategic conversations, and the company plans to further increase QBR numbers.
DrFirst went from running around 50 QBRs a quarter to 150+. With three times the engagement, their customers benefit from a considerably higher-touch experience. Seth notes that this is because Planhat has created a more consistent approach to the process of engaging with customers and a tighter coupling between the Success and Program Management teams, allowing a unified effort.
Agents that prepare the team for the QBRs allow these meetings to focus on strategic conversations, and the company plans to further increase QBR numbers.
The first agent DrFirst rolled out was automated account summaries. As a result, the team is now expecting over 2,000 hours of time savings this fiscal year alone. They can oversee the process of support escalation, which happens through automated emails, but they do not have to be involved in the go-between work and can instead focus on speaking with customers and doing more strategic work.
[
]
A Platform Built for Scale
Vice President of Customer Transformation at healthcare operations leader Dr First, shares how Planhat has impacted on the business.
The first agent DrFirst rolled out was automated account summaries. As a result, the team is now expecting over 2,000 hours of time savings this fiscal year alone. They can oversee the process of support escalation, which happens through automated emails, but they do not have to be involved in the go-between work and can instead focus on speaking with customers and doing more strategic work.
[
]
A Platform Built for Scale
Vice President of Customer Transformation at healthcare operations leader Dr First, shares how Planhat has impacted on the business.
The first agent DrFirst rolled out was automated account summaries. As a result, the team is now expecting over 2,000 hours of time savings this fiscal year alone. They can oversee the process of support escalation, which happens through automated emails, but they do not have to be involved in the go-between work and can instead focus on speaking with customers and doing more strategic work.
[
]
A Platform Built for Scale
Vice President of Customer Transformation at healthcare operations leader Dr First, shares how Planhat has impacted on the business.
DrFirst’s customer work was spread across spreadsheets, sales records and disconnected documents. In Planhat, clean data, AI agents and a tighter QBR motion turned that scattered model into a revenue engine—helping the team drive $750K in cross-sell revenue in 9 months.
Share
DrFirst’s customer work was spread across spreadsheets, sales records and disconnected documents. In Planhat, clean data, AI agents and a tighter QBR motion turned that scattered model into a revenue engine—helping the team drive $750K in cross-sell revenue in 9 months.
Share
DrFirst’s customer work was spread across spreadsheets, sales records and disconnected documents. In Planhat, clean data, AI agents and a tighter QBR motion turned that scattered model into a revenue engine—helping the team drive $750K in cross-sell revenue in 9 months.
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.