How Permitium Built an Upsell Engine in Planhat
How Permitium Built an Upsell Engine in Planhat
Permitium provides permitting and vital-records technology to city and county governments across the US. The team needed a system that would allow them to move from reactive support and guesswork to driving renewals strategically.
Share
Challenge
Before Planhat, the team lacked a strategy surrounding customer success. Customer interaction was centred around solving issues rather than proactively improving customer experience or driving renewals and expansion. All the team had were HubSpot reports and reports from the accounting team, with inconsistencies between data from different sources. Renewals for the company’s three products were done using Google Sheets, and although the team tried to use Totango to manage customers and projects, it never got off the ground.
We briefly used Totango for project management and it never got off the ground. It went live but we couldn't get in touch with anyone at the company to fix the things we needed.”
“
Challenge
Before Planhat, the team lacked a strategy surrounding customer success. Customer interaction was centred around solving issues rather than proactively improving customer experience or driving renewals and expansion. All the team had were HubSpot reports and reports from the accounting team, with inconsistencies between data from different sources. Renewals for the company’s three products were done using Google Sheets, and although the team tried to use Totango to manage customers and projects, it never got off the ground.
We briefly used Totango for project management and it never got off the ground. It went live but we couldn't get in touch with anyone at the company to fix the things we needed.”
“
Challenge
Before Planhat, the team lacked a strategy surrounding customer success. Customer interaction was centred around solving issues rather than proactively improving customer experience or driving renewals and expansion. All the team had were HubSpot reports and reports from the accounting team, with inconsistencies between data from different sources. Renewals for the company’s three products were done using Google Sheets, and although the team tried to use Totango to manage customers and projects, it never got off the ground.
“We briefly used Totango for project management and it never got off the ground. It went live but we couldn't get in touch with anyone at the company to fix the things we needed.”
Solution
Vitally was the main alternative during the evaluation process, but the team were won over by the simplicity of Planhat, along with the strength of the implementation team.
I've helped oversee customer success organisations for 20 years, and worked with at least a hundred CSMs. I'd be happy to have any of the people I worked with at Planhat as part of my team.”
“
Solution
Vitally was the main alternative during the evaluation process, but the team were won over by the simplicity of Planhat, along with the strength of the implementation team.
I've helped oversee customer success organisations for 20 years, and worked with at least a hundred CSMs. I'd be happy to have any of the people I worked with at Planhat as part of my team.”
“
Solution
Vitally was the main alternative during the evaluation process, but the team were won over by the simplicity of Planhat, along with the strength of the implementation team.
“I've helped oversee customer success organisations for 20 years, and worked with at least a hundred CSMs. I'd be happy to have any of the people I worked with at Planhat as part of my team.”
Outcomes
Planhat's arrival at Permitium followed a clear arc: first consolidate data, then build the commercial motions—renewals, price strategy, upsell—on top of that foundation.
We think Planhat’s the greatest thing ever. It supports every stage of the customer journey, allows us to connect all the dots, and ultimately gives us exactly what we need to achieve the outcomes we’re aiming for.”
“
Outcomes
Planhat's arrival at Permitium followed a clear arc: first consolidate data, then build the commercial motions—renewals, price strategy, upsell—on top of that foundation.
We think Planhat’s the greatest thing ever. It supports every stage of the customer journey, allows us to connect all the dots, and ultimately gives us exactly what we need to achieve the outcomes we’re aiming for.”
“
Outcomes
Planhat's arrival at Permitium followed a clear arc: first consolidate data, then build the commercial motions—renewals, price strategy, upsell—on top of that foundation.
“We think Planhat’s the greatest thing ever. It supports every stage of the customer journey, allows us to connect all the dots, and ultimately gives us exactly what we need to achieve the outcomes we’re aiming for.”
data consolidation
The first job was to understand the customer base. Permitium built out custom fields and reports to validate every customer and track product use in detail. Now, the team access detailed dashboards and track the status of projects with full confidence that they are viewing the full picture.
We had never seen these types of insights before Planhat.”
“
data consolidation
The first job was to understand the customer base. Permitium built out custom fields and reports to validate every customer and track product use in detail. Now, the team access detailed dashboards and track the status of projects with full confidence that they are viewing the full picture.
We had never seen these types of insights before Planhat.”
“
data consolidation
The first job was to understand the customer base. Permitium built out custom fields and reports to validate every customer and track product use in detail. Now, the team access detailed dashboards and track the status of projects with full confidence that they are viewing the full picture.
“We had never seen these types of insights before Planhat.”
renewal management
Renewals moved out of Google Sheets and into Planhat, and this transition introduced the strategy that now drives Permitium's growth. Planhat has enabled the team to be more thoughtful and strategic in their approach to renewals.
renewal management
Renewals moved out of Google Sheets and into Planhat, and this transition introduced the strategy that now drives Permitium's growth. Planhat has enabled the team to be more thoughtful and strategic in their approach to renewals.
renewal management
Renewals moved out of Google Sheets and into Planhat, and this transition introduced the strategy that now drives Permitium's growth. Planhat has enabled the team to be more thoughtful and strategic in their approach to renewals.
expansion
The newest use—and the one that has allowed the sales team to utilize Planhat—is upsell. With the launch of an additional product, LicenseDirector, Permitium built a suite of upsell dashboards to route leads and opportunities to sales, all tracked inside Planhat rather than HubSpot. The team also use Planhat to more accurately forecast revenue, by validating sales’ revenue projections, unlocking pre-sales intelligence that was previously impossible to gain.
Planhat has enabled us to communicate all of these leads to our sales team, driving additional revenue—active sales opportunity, estimated revenue opportunity, top opportunities by population.”
“
expansion
The newest use—and the one that has allowed the sales team to utilize Planhat—is upsell. With the launch of an additional product, LicenseDirector, Permitium built a suite of upsell dashboards to route leads and opportunities to sales, all tracked inside Planhat rather than HubSpot. The team also use Planhat to more accurately forecast revenue, by validating sales’ revenue projections, unlocking pre-sales intelligence that was previously impossible to gain.
Planhat has enabled us to communicate all of these leads to our sales team, driving additional revenue—active sales opportunity, estimated revenue opportunity, top opportunities by population.”
“
expansion
The newest use—and the one that has allowed the sales team to utilize Planhat—is upsell. With the launch of an additional product, LicenseDirector, Permitium built a suite of upsell dashboards to route leads and opportunities to sales, all tracked inside Planhat rather than HubSpot. The team also use Planhat to more accurately forecast revenue, by validating sales’ revenue projections, unlocking pre-sales intelligence that was previously impossible to gain.
“Planhat has enabled us to communicate all of these leads to our sales team, driving additional revenue—active sales opportunity, estimated revenue opportunity, top opportunities by population.”
Where Permitium previously had nowhere to even view insights about their customers, it now runs renewals, upsell and campaigns across the entire base from a single, trusted tool.
Where Permitium previously had nowhere to even view insights about their customers, it now runs renewals, upsell and campaigns across the entire base from a single, trusted tool.
Where Permitium previously had nowhere to even view insights about their customers, it now runs renewals, upsell and campaigns across the entire base from a single, trusted tool.
The Archive
[
Discover All
]
[
In Focus
]
[
Through the Lens
]
[
Talking Planhat
]
[
Expert Advice
]
[
In Perspective
]
[
In Conversation
]
Load more
The Archive
[
Discover All
]
[
In Focus
]
[
Through the Lens
]
[
Talking Planhat
]
[
Expert Advice
]
[
In Perspective
]
[
In Conversation
]
Load more
The Archive
[
Discover All
]
[
In Focus
]
[
Through the Lens
]
[
Talking Planhat
]
[
Expert Advice
]
[
In Perspective
]
[
In Conversation
]
Load more
Don't miss a beat.
Don't miss a beat.