How Intelerad Designed a Critical Care Team from the Ground up in Planhat
Intelerad
Intelerad
501-1,000 Employees
Enterprise
501-1,000 Employees
Enterprise
Headquarters
Montreal, QC
Headquarters
Montreal, QC
Switched to Planhat
2024
Switched to Planhat
2024
HighlightED Processes
Intelerad is an international software provider for the radiology industry, serving radiology technicians, radiologists, large practices, hospitals, and health systems. The team had strong individual post-sales practices, but needed a shared operating model that could support both the existing organisation and new teams being built from scratch.
Intelerad is an international software provider for the radiology industry, serving radiology technicians, radiologists, large practices, hospitals, and health systems. The team had strong individual post-sales practices, but needed a shared operating model that could support both the existing organisation and new teams being built from scratch.
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Challenge
Before Planhat, there was no unified approach to supporting clients, and no single place to even understand who those clients were. CSMs each ran their own systems, working in Salesforce, spreadsheets, ad-hoc notes in ServiceNow and note-taking apps. Individually, they were working well, but there was no consistent approach or methodology for spotting opportunities or issues.
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Before Planhat, there was no unified approach to supporting clients, and no single place to even understand who those clients were. CSMs each ran their own systems, working in Salesforce, spreadsheets, ad-hoc notes in ServiceNow and note-taking apps. Individually, they were working well, but there was no consistent approach or methodology for spotting opportunities or issues.
Before Planhat, there was no unified approach to supporting clients, and no single place to even understand who those clients were. CSMs each ran their own systems, working in Salesforce, spreadsheets, ad-hoc notes in ServiceNow and note-taking apps. Individually, they were working well, but there was no consistent approach or methodology for spotting opportunities or issues.
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Solution
Solution
With Planhat, the team immediately started working in the same place, with shared context and effortless collaboration. Leadership benefited too—they can now instantly see the state of any customer at any time.
The system has also changed the pace of the work. Tasks are now being completed faster, with fewer reminders, because the platform makes it easier for CSMs to follow through.
Planhat really just clearly made itself evident as a tool that was going to allow the CSMs to be in one place… You pull it up and you see the big picture, and then you can drill deeper anytime you want.”
“
Share
With Planhat, the team immediately started working in the same place, with shared context and effortless collaboration. Leadership benefited too—they can now instantly see the state of any customer at any time.
The system has also changed the pace of the work. Tasks are now being completed faster, with fewer reminders, because the platform makes it easier for CSMs to follow through.
Planhat really just clearly made itself evident as a tool that was going to allow the CSMs to be in one place… You pull it up and you see the big picture, and then you can drill deeper anytime you want.”
“
With Planhat, the team immediately started working in the same place, with shared context and effortless collaboration. Leadership benefited too—they can now instantly see the state of any customer at any time.
The system has also changed the pace of the work. Tasks are now being completed faster, with fewer reminders, because the platform makes it easier for CSMs to follow through.
“Planhat really just clearly made itself evident as a tool that was going to allow the CSMs to be in one place… You pull it up and you see the big picture, and then you can drill deeper anytime you want.”
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
A year in, Planhat is the system that Intelerad turns to whenever someone needs to understand what is happening with a customer—whether that is a CSM running their day, a leader pulling together an executive briefing, or a brand new team being built from scratch.
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A year in, Planhat is the system that Intelerad turns to whenever someone needs to understand what is happening with a customer—whether that is a CSM running their day, a leader pulling together an executive briefing, or a brand new team being built from scratch.
A year in, Planhat is the system that Intelerad turns to whenever someone needs to understand what is happening with a customer—whether that is a CSM running their day, a leader pulling together an executive briefing, or a brand new team being built from scratch.
Intelerad spun up a new Critical Care Team in January and built its system and process from the ground up inside Planhat. From day one, the tooling, reporting, the team's whole way of working, lived within Planhat. The results came quickly enough that leadership is now retrofitting the same approach back to the rest of the CS organisation.
Leaders can now scale the team while holding them to a clear standard. Monthly calls, business reviews, satisfaction conversations, product engagement on calls are all logged in Planhat.
Intelerad spun up a new Critical Care Team in January and built its system and process from the ground up inside Planhat. From day one, the tooling, reporting, the team's whole way of working, lived within Planhat. The results came quickly enough that leadership is now retrofitting the same approach back to the rest of the CS organisation.
Leaders can now scale the team while holding them to a clear standard. Monthly calls, business reviews, satisfaction conversations, product engagement on calls are all logged in Planhat.
Intelerad spun up a new Critical Care Team in January and built its system and process from the ground up inside Planhat. From day one, the tooling, reporting, the team's whole way of working, lived within Planhat. The results came quickly enough that leadership is now retrofitting the same approach back to the rest of the CS organisation.
Leaders can now scale the team while holding them to a clear standard. Monthly calls, business reviews, satisfaction conversations, product engagement on calls are all logged in Planhat.
When a member of the executive team asks Catherine about a client—ARR, geography, size—she can answer in seconds rather than running a request down through the CSMs.
The reporting on health scores and revenue change and all the rest of it is all in there for me to see as well. So it helps me stay on top of what we need to do and what the pulse is, of things going on.”
“
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Asked & Answered
Vice President of Global Client Success at medical cloud imaging pioneer, Intelerad, shares how Planhat has created a unified source of truth for the entire Go-To-Market team.
When a member of the executive team asks Catherine about a client—ARR, geography, size—she can answer in seconds rather than running a request down through the CSMs.
The reporting on health scores and revenue change and all the rest of it is all in there for me to see as well. So it helps me stay on top of what we need to do and what the pulse is, of things going on.”
“
[
]
Asked & Answered
Vice President of Global Client Success at medical cloud imaging pioneer, Intelerad, shares how Planhat has created a unified source of truth for the entire Go-To-Market team.
When a member of the executive team asks Catherine about a client—ARR, geography, size—she can answer in seconds rather than running a request down through the CSMs.
The reporting on health scores and revenue change and all the rest of it is all in there for me to see as well. So it helps me stay on top of what we need to do and what the pulse is, of things going on.”
“
[
]
Asked & Answered
Vice President of Global Client Success at medical cloud imaging pioneer, Intelerad, shares how Planhat has created a unified source of truth for the entire Go-To-Market team.
Intelerad’s CSMs were working well, but each in their own system. Planhat gave the business one place to see the customer picture, then became the foundation for building a new Critical Care Team from scratch with shared workflows, reporting and standards.
Share
Intelerad’s CSMs were working well, but each in their own system. Planhat gave the business one place to see the customer picture, then became the foundation for building a new Critical Care Team from scratch with shared workflows, reporting and standards.
Share
Intelerad’s CSMs were working well, but each in their own system. Planhat gave the business one place to see the customer picture, then became the foundation for building a new Critical Care Team from scratch with shared workflows, reporting and standards.
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.