How Qulture.Rocks Freed its CSMs from Handover Admin with Planhat
92
92
%
%
Less Time Spent on Handovers
Less Time Spent on Handovers
Qulture.Rocks
Qulture.Rocks
51-200 Employees
Scale-up
51-200 Employees
Scale-up
Headquarters
San Francisco, CA
Headquarters
San Francisco, CA
Qulture.Rocks is a performance-management and HR software company, covering reviews, goals and continuous feedback. Customer handovers had become a hidden cost in the post-sales team, turning internal context transfer into work that competed with customer engagement.
Qulture.Rocks is a performance-management and HR software company, covering reviews, goals and continuous feedback. Customer handovers had become a hidden cost in the post-sales team, turning internal context transfer into work that competed with customer engagement.
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Challenge
Every customer handover at Qulture.Rocks took about two hours—an hour analysing the customer's data and history, an hour briefing the new CSM. It was slow, and it pulled time away from customers.
This process was time-consuming and took valuable time away from direct customer engagement.”
“
Fernanda Portes
Customer Success Coordinator
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Every customer handover at Qulture.Rocks took about two hours—an hour analysing the customer's data and history, an hour briefing the new CSM. It was slow, and it pulled time away from customers.
This process was time-consuming and took valuable time away from direct customer engagement.”
“
Fernanda Portes
Customer Success Coordinator
Every customer handover at Qulture.Rocks took about two hours—an hour analysing the customer's data and history, an hour briefing the new CSM. It was slow, and it pulled time away from customers.
“This process was time-consuming and took valuable time away from direct customer engagement.”
Fernanda Portes
Customer Success Coordinator
Share
Solution
Solution
Planhat's Customer Profile put all the critical information in one view, which cut the handover to twenty minutes. Workflows and Metrics let CSMs spend that recovered time on customers rather than admin.
Combined with Planhat's Workflows and Metrics, it allows our CSMs to focus more on engaging with customers rather than admin.”
“
Share
Planhat's Customer Profile put all the critical information in one view, which cut the handover to twenty minutes. Workflows and Metrics let CSMs spend that recovered time on customers rather than admin.
Combined with Planhat's Workflows and Metrics, it allows our CSMs to focus more on engaging with customers rather than admin.”
“
Planhat's Customer Profile put all the critical information in one view, which cut the handover to twenty minutes. Workflows and Metrics let CSMs spend that recovered time on customers rather than admin.
“Combined with Planhat's Workflows and Metrics, it allows our CSMs to focus more on engaging with customers rather than admin.”
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
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A consolidated Customer Profile cut the handover from two hours to twenty minutes, giving CSMs that time back for customers. Onboarding NPS also rose from 74 to 78 in just three months.
A consolidated Customer Profile cut the handover from two hours to twenty minutes, giving CSMs that time back for customers. Onboarding NPS also rose from 74 to 78 in just three months.
A consolidated Customer Profile cut the handover from two hours to twenty minutes, giving CSMs that time back for customers. Onboarding NPS also rose from 74 to 78 in just three months.
Over the same period, survey response rates climbed from 38% to 54%, as a result of sending them through Planhat.
Over the same period, survey response rates climbed from 38% to 54%, as a result of sending them through Planhat.
Over the same period, survey response rates climbed from 38% to 54%, as a result of sending them through Planhat.
Qulture.Rocks was spending around 2 hours on every customer handover before a new CSM could engage properly. Planhat put critical customer information, workflows and metrics in one profile, cutting handovers to 20 minutes and giving CSMs more time with customers.
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Qulture.Rocks was spending around 2 hours on every customer handover before a new CSM could engage properly. Planhat put critical customer information, workflows and metrics in one profile, cutting handovers to 20 minutes and giving CSMs more time with customers.
Share
Qulture.Rocks was spending around 2 hours on every customer handover before a new CSM could engage properly. Planhat put critical customer information, workflows and metrics in one profile, cutting handovers to 20 minutes and giving CSMs more time with customers.
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.