Delivering food to the world
Jon Twomey — My name is Jon Twomey. I represent Growth for Deliverect. We integrate the integrators around the world when it comes to delivering food to our customers customers. So we have 50,000 plus customers around the world, from Australia to Chile, to Saudi Arabia, to America, et cetera.
The big Achilles heel for every organisation in SaaS is churn. So we obviously want to mitigate churn. How do we do such? Well, we use Planhat for early detection. So we know if our customers aren't using our platform, if we've got a lot of failed orders or they're not using add-ons and we're not sticky enough there.
So a number of things we do internally is how often does a customer log into our platform? How often are they pushing a menu? So are they getting value from our platform? From a churn point of view, we look at cohorts, we look at different types of customers and how that changes over time.
Everything in one place
We then use different dashboards within Planhat. For instance, buyer intent. How likely is a customer to use Product X? If they're using Product X, are they using all the capabilities and features?
To be able to go to one place, to access some very rich information about our customers, but also to understand the health score of a customer, how a customer is onboarding with our technology, who's unique within a customer set, how they use our platform, et cetera.
To better do this all in one place is unique for us, which then allows us, if I go back to 50,000 plus customers around the world at the click of a mouse, we can quickly see whether it's small, medium, or large, how a customer is using their technology and how we can better help them to use their technology.
Planhat has enabled us to do this. Pre-Planhat we were blind. We couldn't see any of those things without logging into four or five different platforms. Now we just need to log into one platform and we see everything.
Global Head of Account Management & Growth
Deliverect
Jon is the Global Head of Account Management and Growth at Deliverect, where he leads international post-sales teams focused on enterprise delivery, customer success, and onboarding. With over 15 years of experience in software and media tech—including senior roles at JW Player, Brightcove, and Accedo—he brings deep domain expertise in digital platforms, customer engagement, and global operations. Known for scaling customer teams across EMEA, Jon combines commercial acumen with operational rigor to drive long-term client partnerships and growth.
