How Velocity Global Built a Single Pane of Glass for Post-Sales with Planhat
How Velocity Global Built a Single Pane of Glass for Post-Sales with Planhat
How Velocity Global Built a Single Pane of Glass for Post-Sales with Planhat
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how Planhat provided the depth and power the organization needed to power its customer success operations from the ground up. The task was not simply choosing a post-sales tool, but creating a command centre for a function being built to drive retention and growth.
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challenge
Building their Customer Success function from the ground up, Velocity Global started with a large ecosystem of applications, but no centralized platform for their team to work on. Their data lived across Salesforce, used by their Sales team, Slack, and spreadsheets. Beyond the missing tooling specifically for customer success, the wider environment was a sprawl of applications.
challenge
Building their Customer Success function from the ground up, Velocity Global started with a large ecosystem of applications, but no centralized platform for their team to work on. Their data lived across Salesforce, used by their Sales team, Slack, and spreadsheets. Beyond the missing tooling specifically for customer success, the wider environment was a sprawl of applications.
solution
Velocity Global needed a solution that would set their customer success team up as a central commercial driver, and the way they chose to do this was by using Planhat as a platform to consolidate data, draw out insights, and report to leadership.
The differentiator that closed the deal was the combination of design and depth—Planhat’s “modern architecture” that fits around the work a CSM does every day, enabling easy adoption.
“Planhat allows a CSM to have a customer meeting, update a record, put a tag on it, do things that feel very intuitive and easy, and then all of that can be pulled into reporting so we can really understand how activities are leading to outcomes from a management perspective.”
solution
Velocity Global needed a solution that would set their customer success team up as a central commercial driver, and the way they chose to do this was by using Planhat as a platform to consolidate data, draw out insights, and report to leadership.
The differentiator that closed the deal was the combination of design and depth—Planhat’s “modern architecture” that fits around the work a CSM does every day, enabling easy adoption.
“Planhat allows a CSM to have a customer meeting, update a record, put a tag on it, do things that feel very intuitive and easy, and then all of that can be pulled into reporting so we can really understand how activities are leading to outcomes from a management perspective.”
solution
Velocity Global needed a solution that would set their customer success team up as a central commercial driver, and the way they chose to do this was by using Planhat as a platform to consolidate data, draw out insights, and report to leadership.
The differentiator that closed the deal was the combination of design and depth—Planhat’s “modern architecture” that fits around the work a CSM does every day, enabling easy adoption.
“Planhat allows a CSM to have a customer meeting, update a record, put a tag on it, do things that feel very intuitive and easy, and then all of that can be pulled into reporting so we can really understand how activities are leading to outcomes from a management perspective.”
Velocity Global runs a digital function across thousands of customers. At that scale, hand-curating every account is impossible, and the team needed a way to deliver outcomes to a large number of customers with minimal increase in headcount.
“You need a tool like Planhat to start to tell you where there's risk and where there's opportunities to sell more. That's what we're on the journey with Planhat is to get ahead of the business more so we can impact retention and growth in a more planful way.”
Velocity Global runs a digital function across thousands of customers. At that scale, hand-curating every account is impossible, and the team needed a way to deliver outcomes to a large number of customers with minimal increase in headcount.
“You need a tool like Planhat to start to tell you where there's risk and where there's opportunities to sell more. That's what we're on the journey with Planhat is to get ahead of the business more so we can impact retention and growth in a more planful way.”
Velocity Global runs a digital function across thousands of customers. At that scale, hand-curating every account is impossible, and the team needed a way to deliver outcomes to a large number of customers with minimal increase in headcount.
“You need a tool like Planhat to start to tell you where there's risk and where there's opportunities to sell more. That's what we're on the journey with Planhat is to get ahead of the business more so we can impact retention and growth in a more planful way.”
risk and churn mitigation
Health scoring is a key use of Planhat for the team, enabling them to understand the flow of customer business they have, where risk lies and why. Now, they are able to be more proactive and preempt customers’ sentiment rather than reacting to them.
“We're on a journey from being pretty reactive to trying to be as proactive as possible at leveraging Planhat to the tilt to get to that proactive level within our business.”
risk and churn mitigation
Health scoring is a key use of Planhat for the team, enabling them to understand the flow of customer business they have, where risk lies and why. Now, they are able to be more proactive and preempt customers’ sentiment rather than reacting to them.
“We're on a journey from being pretty reactive to trying to be as proactive as possible at leveraging Planhat to the tilt to get to that proactive level within our business.”
risk and churn mitigation
Health scoring is a key use of Planhat for the team, enabling them to understand the flow of customer business they have, where risk lies and why. Now, they are able to be more proactive and preempt customers’ sentiment rather than reacting to them.
“We're on a journey from being pretty reactive to trying to be as proactive as possible at leveraging Planhat to the tilt to get to that proactive level within our business.”
team enablement
Velocity Global's goal was to have a single pane of glass, where the work happens, with data ingested from elsewhere when needed. The team is now able to quickly move from enablement and launch to execution, measuring business outcomes with ease.
“Our ability to launch programmatic elements with our team, support them through Planhat, and then to see the quick adoption and then benefits through Business Metrics has been a game changer for us.”
team enablement
Velocity Global's goal was to have a single pane of glass, where the work happens, with data ingested from elsewhere when needed. The team is now able to quickly move from enablement and launch to execution, measuring business outcomes with ease.
“Our ability to launch programmatic elements with our team, support them through Planhat, and then to see the quick adoption and then benefits through Business Metrics has been a game changer for us.”
team enablement
Velocity Global's goal was to have a single pane of glass, where the work happens, with data ingested from elsewhere when needed. The team is now able to quickly move from enablement and launch to execution, measuring business outcomes with ease.
“Our ability to launch programmatic elements with our team, support them through Planhat, and then to see the quick adoption and then benefits through Business Metrics has been a game changer for us.”
Velocity Global was building CS from the ground up inside a sprawl of Salesforce, Slack, spreadsheets and other tools. Planhat became the single pane of glass for post-sales, helping the team use health scoring and programmatic workflows to move from reactive coverage toward proactive retention and growth.
Velocity Global was building CS from the ground up inside a sprawl of Salesforce, Slack, spreadsheets and other tools. Planhat became the single pane of glass for post-sales, helping the team use health scoring and programmatic workflows to move from reactive coverage toward proactive retention and growth.
Frank Lucier
Chief Customer Success Officer
Velocity Global
Frank is a seasoned customer success and GTM executive with over 20 years of experience scaling high-performing teams in enterprise SaaS. Most recently, he served as Chief Customer Success Officer at Velocity Global and led CS at iSpot.tv, where he oversaw a 60+ person org and drove 200%+ year-over-year expansion. Earlier, he spent seven years at SAP Concur, rising to VP of Client Development, and a decade at ServiceSource, where he helped grow the company through IPO. Frank brings deep expertise in enterprise growth, team leadership, and driving customer-centric transformation at scale.
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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.
