How Fluxx Unlocks their Team’s Capacity through Agentic Collaboration
How Fluxx Unlocks their Team’s Capacity through Agentic Collaboration
How Fluxx Unlocks their Team’s Capacity through Agentic Collaboration
“The expedited proactiveness Planhat has brought in eight weeks has been an absolute game changer.”
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The Challenge
Fluxx is a leading grants management platform trusted by more than 450 foundations, government agencies, nonprofits, and corporate funders across the globe, supporting over $39 billion in grants annually. Built specifically for grant-makers, Fluxx helps organizations streamline the entire funding lifecycle from application intake and review to budgeting, payments, compliance, reporting, and impact measurement.
With each CSM serving over 100 customers, and a rapidly growing customer base, it was essential to re-evaluate current systems and ensure Fluxx had the right solution to allow the company to scale without hitting obstacles.
“With our previous system, some motions felt more reactive. With Planhat, the team is already feeling proactive.”
The Challenge
Fluxx is a leading grants management platform trusted by more than 450 foundations, government agencies, nonprofits, and corporate funders across the globe, supporting over $39 billion in grants annually. Built specifically for grant-makers, Fluxx helps organizations streamline the entire funding lifecycle from application intake and review to budgeting, payments, compliance, reporting, and impact measurement.
With each CSM serving over 100 customers, and a rapidly growing customer base, it was essential to re-evaluate current systems and ensure Fluxx had the right solution to allow the company to scale without hitting obstacles.
“With our previous system, some motions felt more reactive. With Planhat, the team is already feeling proactive.”
The Challenge
Fluxx is a leading grants management platform trusted by more than 450 foundations, government agencies, nonprofits, and corporate funders across the globe, supporting over $39 billion in grants annually. Built specifically for grant-makers, Fluxx helps organizations streamline the entire funding lifecycle from application intake and review to budgeting, payments, compliance, reporting, and impact measurement.
With each CSM serving over 100 customers, and a rapidly growing customer base, it was essential to re-evaluate current systems and ensure Fluxx had the right solution to allow the company to scale without hitting obstacles.
“With our previous system, some motions felt more reactive. With Planhat, the team is already feeling proactive.”
The Solution
In the initial demo, the simplicity of configuration stood out to the team—a basic set-up that required admin involvement in our previous system could be done in Planhat within minutes, by anyone on the team.
During the onboarding process, Fluxx appreciated Planhat's outcomes-oriented Technical Deployment Team. Their emphasis was on helping the Fluxx team understand how everything connected conceptually, not just on how to operate individual features.
“I truly appreciated the effort to teach us how to fish and not just answer my questions by creating the final outcome. They really did a fantastic job enabling us.”
The Solution
In the initial demo, the simplicity of configuration stood out to the team—a basic set-up that required admin involvement in our previous system could be done in Planhat within minutes, by anyone on the team.
During the onboarding process, Fluxx appreciated Planhat's outcomes-oriented Technical Deployment Team. Their emphasis was on helping the Fluxx team understand how everything connected conceptually, not just on how to operate individual features.
“I truly appreciated the effort to teach us how to fish and not just answer my questions by creating the final outcome. They really did a fantastic job enabling us.”
The Solution
In the initial demo, the simplicity of configuration stood out to the team—a basic set-up that required admin involvement in our previous system could be done in Planhat within minutes, by anyone on the team.
During the onboarding process, Fluxx appreciated Planhat's outcomes-oriented Technical Deployment Team. Their emphasis was on helping the Fluxx team understand how everything connected conceptually, not just on how to operate individual features.
“I truly appreciated the effort to teach us how to fish and not just answer my questions by creating the final outcome. They really did a fantastic job enabling us.”
But it was the platform's agentic capabilities that proved most significant for Fluxx, revolutionizing the level of engagement they could provide to their customers.
But it was the platform's agentic capabilities that proved most significant for Fluxx, revolutionizing the level of engagement they could provide to their customers.
Outcomes
Just 1 month after the onboarding period, Fluxx already has a fleet of agents at work, removing the lowest-value tasks from the CSM workflow and freeing up time for the human-to-human interaction that produces real impact.
“With Planhat, the human controls the AI rather than the other way around.”
Outcomes
Just 1 month after the onboarding period, Fluxx already has a fleet of agents at work, removing the lowest-value tasks from the CSM workflow and freeing up time for the human-to-human interaction that produces real impact.
“With Planhat, the human controls the AI rather than the other way around.”
Outcomes
Just 1 month after the onboarding period, Fluxx already has a fleet of agents at work, removing the lowest-value tasks from the CSM workflow and freeing up time for the human-to-human interaction that produces real impact.
“With Planhat, the human controls the AI rather than the other way around.”
Scaled Outreach
Fluxx immediately started to utilize Planhat’s one-to-many email capability: the ability to send personalized outreach at scale, addressed from each individual CSM. Building an equivalent required admin involvement in the past and they are now moving 10x faster. Individual team members have full control over this simple yet powerful feature in Planhat.
Data Hygiene and Enrichment
Within days of going live, the team had completed a cleanup and audit of their entire customer contact list—work that was in progress, which was enhanced and expedited by the launch of Planhat. The executive sponsorship program, which the team had been working to get off the ground, moved from a Google Sheet to a fully operational AI workflow in Planhat almost immediately.
The contact evaluation agent scans existing data, identifies gaps in executive sponsorship, and automatically assigns the right contacts to the right roles. Sentiment analysis and company news monitoring mean the team rarely needs to leave Planhat to get a complete picture of where any customer stands.
Renewal Outreach Agent
The renewal outreach agent handles proactive communication across the book of business, sending outreach on the CSMs' behalves and immediately triggering tasks based on customer responses.
The result is that the team is now engaging with renewal conversations six to eight months out, in what feels like a natural extension of the ongoing relationship.
Meeting Preparation Agent
Fluxx found that Jira, Pendo, Salesforce, and Gong all integrated with ease. Fluxx’s conversation summary agent in Planhat now synthesizes Gong transcripts and other interaction data to surface the last twenty interactions with a customer, identify outstanding follow-ups, flag key call-outs, and generate a meeting agenda for the next call.
“Instead of downloading all our contact data out of Salesforce through a report, plugging that into a spreadsheet, assigning CSMs—Planhat automatically does this in minutes.”
Scaled Outreach
Fluxx immediately started to utilize Planhat’s one-to-many email capability: the ability to send personalized outreach at scale, addressed from each individual CSM. Building an equivalent required admin involvement in the past and they are now moving 10x faster. Individual team members have full control over this simple yet powerful feature in Planhat.
Data Hygiene and Enrichment
Within days of going live, the team had completed a cleanup and audit of their entire customer contact list—work that was in progress, which was enhanced and expedited by the launch of Planhat. The executive sponsorship program, which the team had been working to get off the ground, moved from a Google Sheet to a fully operational AI workflow in Planhat almost immediately.
The contact evaluation agent scans existing data, identifies gaps in executive sponsorship, and automatically assigns the right contacts to the right roles. Sentiment analysis and company news monitoring mean the team rarely needs to leave Planhat to get a complete picture of where any customer stands.
Renewal Outreach Agent
The renewal outreach agent handles proactive communication across the book of business, sending outreach on the CSMs' behalves and immediately triggering tasks based on customer responses.
The result is that the team is now engaging with renewal conversations six to eight months out, in what feels like a natural extension of the ongoing relationship.
Meeting Preparation Agent
Fluxx found that Jira, Pendo, Salesforce, and Gong all integrated with ease. Fluxx’s conversation summary agent in Planhat now synthesizes Gong transcripts and other interaction data to surface the last twenty interactions with a customer, identify outstanding follow-ups, flag key call-outs, and generate a meeting agenda for the next call.
“Instead of downloading all our contact data out of Salesforce through a report, plugging that into a spreadsheet, assigning CSMs—Planhat automatically does this in minutes.”
Scaled Outreach
Fluxx immediately started to utilize Planhat’s one-to-many email capability: the ability to send personalized outreach at scale, addressed from each individual CSM. Building an equivalent required admin involvement in the past and they are now moving 10x faster. Individual team members have full control over this simple yet powerful feature in Planhat.
Data Hygiene and Enrichment
Within days of going live, the team had completed a cleanup and audit of their entire customer contact list—work that was in progress, which was enhanced and expedited by the launch of Planhat. The executive sponsorship program, which the team had been working to get off the ground, moved from a Google Sheet to a fully operational AI workflow in Planhat almost immediately.
The contact evaluation agent scans existing data, identifies gaps in executive sponsorship, and automatically assigns the right contacts to the right roles. Sentiment analysis and company news monitoring mean the team rarely needs to leave Planhat to get a complete picture of where any customer stands.
Renewal Outreach Agent
The renewal outreach agent handles proactive communication across the book of business, sending outreach on the CSMs' behalves and immediately triggering tasks based on customer responses.
The result is that the team is now engaging with renewal conversations six to eight months out, in what feels like a natural extension of the ongoing relationship.
Meeting Preparation Agent
Fluxx found that Jira, Pendo, Salesforce, and Gong all integrated with ease. Fluxx’s conversation summary agent in Planhat now synthesizes Gong transcripts and other interaction data to surface the last twenty interactions with a customer, identify outstanding follow-ups, flag key call-outs, and generate a meeting agenda for the next call.
“Instead of downloading all our contact data out of Salesforce through a report, plugging that into a spreadsheet, assigning CSMs—Planhat automatically does this in minutes.”
Nichole Richards
Senior Director Customer Success
Fluxx
Nichole Richards is a senior Customer Success leader with 18 years of experience scaling post-sale organisations across SaaS, publishing, and enterprise software. She currently leads a 250-person Global Support organisation at Omnissa, overseeing multi-million-dollar operations across North America, EMEA, and APJ, while also serving as Founder and Managing Partner of CS Strategies. Previously, Nichole was Senior Director of Customer Success Management at Fluxx and Director of Customer Experience Operations and Insights at Wiley, where she built out the company's customer experience function. Nichole holds an MBA in Healthcare Administration Management from New England College and a Bachelor's degree in Health Policy and Administration from Penn State University.
