Elevating the Entire Techology Stack

Elevating the Entire Techology Stack

Elevating the Entire Techology Stack

Elevating the Entire Techology Stack

Vice President of Customer Success at VoIP pioneer and Contact Center 8x8, shares how Planhat has not only solved a retention forecasting problem, but replaced and enhanced a suite of products across the existing CX technology stack.

Vice President of Customer Success at VoIP pioneer and Contact Center 8x8, shares how Planhat has not only solved a retention forecasting problem, but replaced and enhanced a suite of products across the existing CX technology stack.

Dec 31, 2024

December 31, 2024

12/31/24

12/31/24

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The hub of Customer Success

Jason Graham — We got Planhat to solve a specific problem, and what we're finding is that Planhat is becoming the hub of all of our sorts of tech. So we have several other tools that we use, probably 15 or 20 other tools.

And what we're finding is that as we integrate those tools within Planhat, either through Snowflake or integrated within Planhat itself, some of those tools we don't need anymore. Planhat will do those things.

Some of those tools work better within Planhat than within themselves. We use Chorus to track all of our meeting notes and email activity and most of our customer interaction. And we've recently integrated Chorus within Planhat, I want to say over the last few weeks.

What we're seeing is that within Planhat we can view the Chorus material easier and faster and all in one spot than going to Chorus separately. So Planhat becomes the source, not just of our retention forecast of our health of our emails, but also our meeting summaries.

So we're finding that Planhat is becoming not just a single tool that solved a specific use case, but the tool that becomes the hub of the whole Customer Success experience.

“Planhat is becoming not just a single tool that solved a specific use case, but the tool that becomes the hub of the whole Customer Success experience.”

Jason Graham

VP, Global Customer Success

8x8

“Planhat is becoming not just a single tool that solved a specific use case, but the tool that becomes the hub of the whole Customer Success experience.”

Jason Graham

VP, Global Customer Success

8x8

“Planhat is becoming not just a single tool that solved a specific use case, but the tool that becomes the hub of the whole Customer Success experience.”

Jason Graham

VP, Global Customer Success

8x8

VP, Global Customer Success

8x8

Jason is a seasoned customer success executive with over 15 years of experience scaling global post-sales teams across SaaS and enterprise tech. As VP of Global Customer Success at 8x8, he leads a 50+ person org spanning CS, partner success, operations, and enablement—building a modern engagement strategy to improve efficiency, accountability, and retention. He previously served as Director of CS Strategy & Operations at BirdEye and led global success at BlueJeans by Verizon, where he managed customer care for over 5,000 accounts. Jason brings a deep focus on operational rigor and outcome-based engagement across complex customer portfolios.

An abstract render of a Planhat customer profile, including timeseries data and interaction records from Jira and Salesforce.

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An abstract render of a Planhat customer profile, including timeseries data and interaction records from Jira and Salesforce.

Thought-leading customer-centric content, direct to your inbox every month.

Thought-leading customer-centric content, direct to your inbox every month.

Thought-leading customer-centric content, direct to your inbox every month.