How Trend Micro Lifted Onboarding Email Engagement from 2% to 38% through CSM-Led Outreach
Trend Micro
Trend Micro
5001-10000 Employees
Enterprise
5001-10000 Employees
Enterprise
Headquarters
Japan
Headquarters
Japan
Switched to Planhat
2023
Switched to Planhat
2023
Trend Micro is an internet security vendor with around $2 billion in annual revenue and close to 8,000 employees, distributed globally across every function. With enterprise, SMB and consumer customers all in the mix, the team needed customer engagement to become easier to adapt to the different tiers.
Trend Micro is an internet security vendor with around $2 billion in annual revenue and close to 8,000 employees, distributed globally across every function. With enterprise, SMB and consumer customers all in the mix, the team needed customer engagement to become easier to adapt to the different tiers.
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Challenge
Before Planhat, the team was working on a CS platform that slowed them down. Configuration changes meant diving into the backend data model, and the day-to-day was heavier on administration than on customers.
We wanted a platform that was flexible and extensible. We loved Planhat’s vision and it's almost like your philosophy that CS should be everybody's business. We agree with that a hundred percent.”
“
Share
Before Planhat, the team was working on a CS platform that slowed them down. Configuration changes meant diving into the backend data model, and the day-to-day was heavier on administration than on customers.
We wanted a platform that was flexible and extensible. We loved Planhat’s vision and it's almost like your philosophy that CS should be everybody's business. We agree with that a hundred percent.”
“
Before Planhat, the team was working on a CS platform that slowed them down. Configuration changes meant diving into the backend data model, and the day-to-day was heavier on administration than on customers.
“We wanted a platform that was flexible and extensible. We loved Planhat’s vision and it's almost like your philosophy that CS should be everybody's business. We agree with that a hundred percent.”
Share
Solution
Solution
Trend runs a rigorous review process for any new platform entering its infrastructure. The evaluation covered both the product and the vendor behind it, and the cultural fit weighed as heavily as the feature set. What stood out in the product itself was self-sufficiency: filters and playbooks the team could build and change on the fly, without a vendor in the loop.
We learned very quickly with Planhat that your executive team, the people we met, they're very capable, they're very transparent and honest. So we like the cultural fit because that's how Trend is as well.”
“
Share
Trend runs a rigorous review process for any new platform entering its infrastructure. The evaluation covered both the product and the vendor behind it, and the cultural fit weighed as heavily as the feature set. What stood out in the product itself was self-sufficiency: filters and playbooks the team could build and change on the fly, without a vendor in the loop.
We learned very quickly with Planhat that your executive team, the people we met, they're very capable, they're very transparent and honest. So we like the cultural fit because that's how Trend is as well.”
“
Trend runs a rigorous review process for any new platform entering its infrastructure. The evaluation covered both the product and the vendor behind it, and the cultural fit weighed as heavily as the feature set. What stood out in the product itself was self-sufficiency: filters and playbooks the team could build and change on the fly, without a vendor in the loop.
“We learned very quickly with Planhat that your executive team, the people we met, they're very capable, they're very transparent and honest. So we like the cultural fit because that's how Trend is as well.”
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
The early emphasis has been customer onboarding, but the results are already pulling other functions toward the platform.
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The early emphasis has been customer onboarding, but the results are already pulling other functions toward the platform.
The early emphasis has been customer onboarding, but the results are already pulling other functions toward the platform.
Trend Micro's first workflow on Planhat was getting new-product customers live. The team built a webinar series—a one-to-many route to onboarding at their scale—and can now see exactly where every customer sits in the onboarding journey, which turns weekly one-on-ones into specific, account-level coaching conversations.
Clearly it's having an effect on how our customers are seeing the Customer Success function and the relationship that they're starting to build with those CSMs.”
“
[
]
Powered by Planhat
In a series of interviews, Director of Customer Success at 8,000-employee cyber security software company, Trend Micro, shares how Planhat has impacted on the business.
Trend Micro's first workflow on Planhat was getting new-product customers live. The team built a webinar series—a one-to-many route to onboarding at their scale—and can now see exactly where every customer sits in the onboarding journey, which turns weekly one-on-ones into specific, account-level coaching conversations.
Clearly it's having an effect on how our customers are seeing the Customer Success function and the relationship that they're starting to build with those CSMs.”
“
[
]
Powered by Planhat
In a series of interviews, Director of Customer Success at 8,000-employee cyber security software company, Trend Micro, shares how Planhat has impacted on the business.
Trend Micro's first workflow on Planhat was getting new-product customers live. The team built a webinar series—a one-to-many route to onboarding at their scale—and can now see exactly where every customer sits in the onboarding journey, which turns weekly one-on-ones into specific, account-level coaching conversations.
Clearly it's having an effect on how our customers are seeing the Customer Success function and the relationship that they're starting to build with those CSMs.”
“
[
]
Powered by Planhat
In a series of interviews, Director of Customer Success at 8,000-employee cyber security software company, Trend Micro, shares how Planhat has impacted on the business.
Playbooks for sales, CS, and tech support all live on the same platform and run in a consistent way, and other functions are asking to come on board unprompted.
There are sales playbooks, CS playbooks, tech support playbooks, they all exist. We can put them all on the same platform and then operationalize them in a very consistent way.”
“
[
]
Everyone on Planhat
In a series of interviews, Director of Customer Success at 8,000-employee cyber security software company, Trend Micro, shares how Planhat has impacted on the business.
Playbooks for sales, CS, and tech support all live on the same platform and run in a consistent way, and other functions are asking to come on board unprompted.
There are sales playbooks, CS playbooks, tech support playbooks, they all exist. We can put them all on the same platform and then operationalize them in a very consistent way.”
“
[
]
Everyone on Planhat
In a series of interviews, Director of Customer Success at 8,000-employee cyber security software company, Trend Micro, shares how Planhat has impacted on the business.
Playbooks for sales, CS, and tech support all live on the same platform and run in a consistent way, and other functions are asking to come on board unprompted.
There are sales playbooks, CS playbooks, tech support playbooks, they all exist. We can put them all on the same platform and then operationalize them in a very consistent way.”
“
[
]
Everyone on Planhat
In a series of interviews, Director of Customer Success at 8,000-employee cyber security software company, Trend Micro, shares how Planhat has impacted on the business.
Trend Micro’s previous CS platform made simple changes slow and admin-heavy. In Planhat, the team built onboarding playbooks and webinar journeys they could adapt themselves, lifting onboarding email engagement from 2% to 38%.
Share
Trend Micro’s previous CS platform made simple changes slow and admin-heavy. In Planhat, the team built onboarding playbooks and webinar journeys they could adapt themselves, lifting onboarding email engagement from 2% to 38%.
Share
Trend Micro’s previous CS platform made simple changes slow and admin-heavy. In Planhat, the team built onboarding playbooks and webinar journeys they could adapt themselves, lifting onboarding email engagement from 2% to 38%.
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.