How Jolt Halved its Headcount and Doubled Expansion ACV with Planhat
100
100
%
%
increase in average deal size
increase in average deal size
Jolt
Jolt
51-200 Employees
Scale-up
51-200 Employees
Scale-up
Headquarters
Lehi, UT
Headquarters
Lehi, UT
Switched to Planhat
2023
Switched to Planhat
2023
HighlightED Processes
Jolt produces operations execution software for smartphones and tablets that helps restaurants, retail, hospitality, and other multi-location businesses. The team needed to redesign customer success around higher-value work, without losing control of the operational tasks that still had to happen.
Jolt produces operations execution software for smartphones and tablets that helps restaurants, retail, hospitality, and other multi-location businesses. The team needed to redesign customer success around higher-value work, without losing control of the operational tasks that still had to happen.
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Challenge
Before Planhat, the team of 15 CSMs was spending most of its time on reactive work—support tickets, billing queries, invoice chases—rather than on the strategic engagement that drives renewals and expansion.
The team needed a way to take the reactive load off CSMs, build repeatable workflows around the customer journey, and give the wider business visibility into the customer base without standing up parallel reporting in another tool.
When I first took the role, we had 15 customer success managers and the majority of our work was reactive. We were doing a lot of support work, billing and invoice work.”
“
Share
Before Planhat, the team of 15 CSMs was spending most of its time on reactive work—support tickets, billing queries, invoice chases—rather than on the strategic engagement that drives renewals and expansion.
The team needed a way to take the reactive load off CSMs, build repeatable workflows around the customer journey, and give the wider business visibility into the customer base without standing up parallel reporting in another tool.
When I first took the role, we had 15 customer success managers and the majority of our work was reactive. We were doing a lot of support work, billing and invoice work.”
“
Before Planhat, the team of 15 CSMs was spending most of its time on reactive work—support tickets, billing queries, invoice chases—rather than on the strategic engagement that drives renewals and expansion.
The team needed a way to take the reactive load off CSMs, build repeatable workflows around the customer journey, and give the wider business visibility into the customer base without standing up parallel reporting in another tool.
“When I first took the role, we had 15 customer success managers and the majority of our work was reactive. We were doing a lot of support work, billing and invoice work.”
Share
Solution
Solution
What stood out for Jolt wasn't just the platform itself—it was also the sense that Planhat was building toward something. They could see how their feature requests materialized, and they built workflows around the reality of how their team operated.
A second differentiator was access. Other CSPs Jolt evaluated were post-sale only, or charged per seat for the kind of cross-functional visibility they needed. Planhat let them give dashboards and reporting to anyone in the organization.
It's not like one team is working out of Salesforce, one team is working out of Planhat: everyone has visibility into everything given the accessibility in Planhat.”
“
Share
What stood out for Jolt wasn't just the platform itself—it was also the sense that Planhat was building toward something. They could see how their feature requests materialized, and they built workflows around the reality of how their team operated.
A second differentiator was access. Other CSPs Jolt evaluated were post-sale only, or charged per seat for the kind of cross-functional visibility they needed. Planhat let them give dashboards and reporting to anyone in the organization.
It's not like one team is working out of Salesforce, one team is working out of Planhat: everyone has visibility into everything given the accessibility in Planhat.”
“
What stood out for Jolt wasn't just the platform itself—it was also the sense that Planhat was building toward something. They could see how their feature requests materialized, and they built workflows around the reality of how their team operated.
A second differentiator was access. Other CSPs Jolt evaluated were post-sale only, or charged per seat for the kind of cross-functional visibility they needed. Planhat let them give dashboards and reporting to anyone in the organization.
“It's not like one team is working out of Salesforce, one team is working out of Planhat: everyone has visibility into everything given the accessibility in Planhat.”
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.
Outcomes
Outcomes
A year in, the customer success function looks very different. The team is smaller, the work is proactive, and expansion has its own dedicated workflow producing materially bigger deals.
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A year in, the customer success function looks very different. The team is smaller, the work is proactive, and expansion has its own dedicated workflow producing materially bigger deals.
A year in, the customer success function looks very different. The team is smaller, the work is proactive, and expansion has its own dedicated workflow producing materially bigger deals.
The reactive workload—support, billing, invoice chasing—moved off the CSM team into Planhat workflows. Headcount went from 15 to 7. The remaining team now spends its time on the engagement work that actually drives retention.
Using Planhat, we're able to be more efficient in how we oversee our customer base from post-sale.”
“
[
]
Becoming More Proactive and Efficient
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
The reactive workload—support, billing, invoice chasing—moved off the CSM team into Planhat workflows. Headcount went from 15 to 7. The remaining team now spends its time on the engagement work that actually drives retention.
Using Planhat, we're able to be more efficient in how we oversee our customer base from post-sale.”
“
[
]
Becoming More Proactive and Efficient
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
The reactive workload—support, billing, invoice chasing—moved off the CSM team into Planhat workflows. Headcount went from 15 to 7. The remaining team now spends its time on the engagement work that actually drives retention.
Using Planhat, we're able to be more efficient in how we oversee our customer base from post-sale.”
“
[
]
Becoming More Proactive and Efficient
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
Jolt has nine SKUs, and onboarding now runs as a systematic process tied to the subscription a customer buys. Customers are onboarded in 30 to 60 days, then handed off to CSMs through a phase-change workflow rather than in an ad-hoc handover.
[
]
A Shared Vision
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
Jolt has nine SKUs, and onboarding now runs as a systematic process tied to the subscription a customer buys. Customers are onboarded in 30 to 60 days, then handed off to CSMs through a phase-change workflow rather than in an ad-hoc handover.
[
]
A Shared Vision
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
Jolt has nine SKUs, and onboarding now runs as a systematic process tied to the subscription a customer buys. Customers are onboarded in 30 to 60 days, then handed off to CSMs through a phase-change workflow rather than in an ad-hoc handover.
[
]
A Shared Vision
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
Jolt built a dedicated Expansion Manager role with Planhat workflows attached to it. SQL volume came down, but the average deal size doubled—enough of a pattern to treat as a repeatable formula rather than a one-off.
Workflows are now mapped to the customer journey—post-onboarding, adoption, renewal, year-two—each with a playbook attached. The team engages on schedule rather than scrambling, and renewal conversations now sit alongside discussions about adding new products.
Because we're having those types of engagements, our customers have a higher propensity to renew. And we're having bigger and deeper discussions with them around adding additional products.”
“
[
]
Driving Renewals Programmatically
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
Jolt built a dedicated Expansion Manager role with Planhat workflows attached to it. SQL volume came down, but the average deal size doubled—enough of a pattern to treat as a repeatable formula rather than a one-off.
Workflows are now mapped to the customer journey—post-onboarding, adoption, renewal, year-two—each with a playbook attached. The team engages on schedule rather than scrambling, and renewal conversations now sit alongside discussions about adding new products.
Because we're having those types of engagements, our customers have a higher propensity to renew. And we're having bigger and deeper discussions with them around adding additional products.”
“
[
]
Driving Renewals Programmatically
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
Jolt built a dedicated Expansion Manager role with Planhat workflows attached to it. SQL volume came down, but the average deal size doubled—enough of a pattern to treat as a repeatable formula rather than a one-off.
Workflows are now mapped to the customer journey—post-onboarding, adoption, renewal, year-two—each with a playbook attached. The team engages on schedule rather than scrambling, and renewal conversations now sit alongside discussions about adding new products.
Because we're having those types of engagements, our customers have a higher propensity to renew. And we're having bigger and deeper discussions with them around adding additional products.”
“
[
]
Driving Renewals Programmatically
Vice President of Customer Success at restaurant operations disruptor, Jolt, shares how Planhat has driven organizational efficiency and reduced headcount.
Jolt’s 15-person CSM team was stuck in reactive support, billing and invoice work. Planhat moved that load into workflows, giving a smaller team more focus and helping Jolt halve headcount while doubling average expansion deal size.
Share
Jolt’s 15-person CSM team was stuck in reactive support, billing and invoice work. Planhat moved that load into workflows, giving a smaller team more focus and helping Jolt halve headcount while doubling average expansion deal size.
Share
Jolt’s 15-person CSM team was stuck in reactive support, billing and invoice work. Planhat moved that load into workflows, giving a smaller team more focus and helping Jolt halve headcount while doubling average expansion deal size.
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.