How OnsiteIQ reduced churn through proactive, data-driven customer success
How OnsiteIQ reduced churn through proactive, data-driven customer success
How OnsiteIQ reduced churn through proactive, data-driven customer success
OnsiteIQ is a construction intelligence platform. Capture specialists walk job sites weekly with 360° cameras, producing a digital replica of every project from start to finish, while AI tracks progress across eighteen common construction milestones.
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Challenge
OnSiteIQ gives construction teams a visual record of job sites, helping owners, contractors and stakeholders understand progress without always being physically present. As the customer base grew, the team needed a more proactive way to manage risk, renewals and value across a large, complex account base.
“Their revenue reporting was very minimal and we just couldn't get our revenue numbers to be right. I think at one point it was showing $5 billion over, and I said, we're at like $6 million ARR. So it's like, okay, what is going on here?”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Challenge
OnSiteIQ gives construction teams a visual record of job sites, helping owners, contractors and stakeholders understand progress without always being physically present. As the customer base grew, the team needed a more proactive way to manage risk, renewals and value across a large, complex account base.
“Their revenue reporting was very minimal and we just couldn't get our revenue numbers to be right. I think at one point it was showing $5 billion over, and I said, we're at like $6 million ARR. So it's like, okay, what is going on here?”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Challenge
OnSiteIQ gives construction teams a visual record of job sites, helping owners, contractors and stakeholders understand progress without always being physically present. As the customer base grew, the team needed a more proactive way to manage risk, renewals and value across a large, complex account base.
“Their revenue reporting was very minimal and we just couldn't get our revenue numbers to be right. I think at one point it was showing $5 billion over, and I said, we're at like $6 million ARR. So it's like, okay, what is going on here?”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Solution
With Planhat, OnSiteIQ brought customer context, health signals and team workflows into one post-sales operating system. Instead of relying on scattered notes or reactive check-ins, the team could see what was happening across accounts and act earlier.
“With Planhat, the amount of customization that we can do is unbelievable. It's been able to align with our business needs, which are very, very unique — so it's allowed us to be equipped with the right information and to feel that our finance team can actually trust the data that we have.”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Solution
With Planhat, OnSiteIQ brought customer context, health signals and team workflows into one post-sales operating system. Instead of relying on scattered notes or reactive check-ins, the team could see what was happening across accounts and act earlier.
“With Planhat, the amount of customization that we can do is unbelievable. It's been able to align with our business needs, which are very, very unique — so it's allowed us to be equipped with the right information and to feel that our finance team can actually trust the data that we have.”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Solution
With Planhat, OnSiteIQ brought customer context, health signals and team workflows into one post-sales operating system. Instead of relying on scattered notes or reactive check-ins, the team could see what was happening across accounts and act earlier.
“With Planhat, the amount of customization that we can do is unbelievable. It's been able to align with our business needs, which are very, very unique — so it's allowed us to be equipped with the right information and to feel that our finance team can actually trust the data that we have.”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Outcomes
That shift helped the team move from reactive customer management to a more proactive, data-driven motion. CSMs gained a clearer view of account health, leadership gained a stronger picture of customer risk, and the business had a better foundation for retaining and growing customers.
“The impact that Planhat had on our business was immediate and resounding. Our churn reduced. We got better at identifying what our ideal customer profile looks like. And we've seen churn since kind of drop off of a ledge.”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Outcomes
That shift helped the team move from reactive customer management to a more proactive, data-driven motion. CSMs gained a clearer view of account health, leadership gained a stronger picture of customer risk, and the business had a better foundation for retaining and growing customers.
“The impact that Planhat had on our business was immediate and resounding. Our churn reduced. We got better at identifying what our ideal customer profile looks like. And we've seen churn since kind of drop off of a ledge.”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Outcomes
That shift helped the team move from reactive customer management to a more proactive, data-driven motion. CSMs gained a clearer view of account health, leadership gained a stronger picture of customer risk, and the business had a better foundation for retaining and growing customers.
“The impact that Planhat had on our business was immediate and resounding. Our churn reduced. We got better at identifying what our ideal customer profile looks like. And we've seen churn since kind of drop off of a ledge.”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Expansion
The same visibility that reduced churn also surfaced expansion opportunities. When account activity, stakeholder engagement and product usage became easier to read, the team could identify where customers were ready for deeper adoption and where additional value could be unlocked.
“We have heard from our CRO—he's like, I have never worked at a company where customer success was tracking ROI this way, or had this kind of information on their customers to support sales on those expansions. This is a brand new thing I've never experienced before.”
Expansion
The same visibility that reduced churn also surfaced expansion opportunities. When account activity, stakeholder engagement and product usage became easier to read, the team could identify where customers were ready for deeper adoption and where additional value could be unlocked.
“We have heard from our CRO—he's like, I have never worked at a company where customer success was tracking ROI this way, or had this kind of information on their customers to support sales on those expansions. This is a brand new thing I've never experienced before.”
Expansion
The same visibility that reduced churn also surfaced expansion opportunities. When account activity, stakeholder engagement and product usage became easier to read, the team could identify where customers were ready for deeper adoption and where additional value could be unlocked.
“We have heard from our CRO—he's like, I have never worked at a company where customer success was tracking ROI this way, or had this kind of information on their customers to support sales on those expansions. This is a brand new thing I've never experienced before.”
Stakeholder Management
OnSiteIQ’s work depends on aligning many different stakeholders across construction projects. Planhat helped the team keep the full picture in one place, making it easier to coordinate relationships, understand account context and support customers with the right information at the right time.
“The more complex an asset gets, the more stakeholders involved, the more proactive and vigilant we have to be in managing the relationships with our accounts. Planhat has given us the ability to look at all stakeholders across the project and figure out the best way to collaborate with them.”
Stakeholder Management
OnSiteIQ’s work depends on aligning many different stakeholders across construction projects. Planhat helped the team keep the full picture in one place, making it easier to coordinate relationships, understand account context and support customers with the right information at the right time.
“The more complex an asset gets, the more stakeholders involved, the more proactive and vigilant we have to be in managing the relationships with our accounts. Planhat has given us the ability to look at all stakeholders across the project and figure out the best way to collaborate with them.”
Stakeholder Management
OnSiteIQ’s work depends on aligning many different stakeholders across construction projects. Planhat helped the team keep the full picture in one place, making it easier to coordinate relationships, understand account context and support customers with the right information at the right time.
“The more complex an asset gets, the more stakeholders involved, the more proactive and vigilant we have to be in managing the relationships with our accounts. Planhat has given us the ability to look at all stakeholders across the project and figure out the best way to collaborate with them.”
Tess Okonek
Director of Customer Experience
OnSiteIQ
Tess is Director of Customer Experience at OnsiteIQ, where she brings over five years of progressive customer success and operations experience. Known for driving strategic growth across mid-market and enterprise segments, she has led teams through multiple roles at OnsiteIQ, including Customer Operations Lead and Manager. Prior to that, she advanced rapidly at Procore Technologies, developing deep expertise in customer lifecycle management. Tess is a collaborative, people-first leader with a proven ability to scale programs and deliver impact across functions.
OnsiteIQ
Open | The Proposition
At Planhat Open Stockholm 2025, we sat down with a series of customers to hear how the event unlocks executable insights they can't get anywhere else.
Open | The Proposition
At Planhat Open Stockholm 2025, we sat down with a series of customers to hear how the event unlocks executable insights they can't get anywhere else.
Open | The Proposition
At Planhat Open Stockholm 2025, we sat down with a series of customers to hear how the event unlocks executable insights they can't get anywhere else.
