Trying to get visibility
Jon Twomey — We had no visibility on a customer. All we would see was that a customer has bought a contract with us, they've onboarded and Support are picking up, maybe, some escalations. We can use our technology, we can use the CRM, but it doesn't give us a proper view. We can use Looker to stick things together.
I think a lot of companies are drowning and just look at dashboards, without actually getting an understanding of what is the next best action to do with a customer or how do we onboard a customer? So we thought about building it ourselves, which I'm sure a lot of people do. That probably goes okay for 20, 30% of the journey. But actually we went to RFP.
We looked at other organisations such as Churn Zero, Gainsight, Planhat, and others. And then through quite a process, put some functional specifications together. We gave that to four or five vendors.
More partnership than platform
It was pretty clear early on in that process, that Planhat wanted to lean in and not just sell us a platform, but actually present a capability. So that resonated very strongly.
We quickly went from seven vendors to two vendors and then it wasn't really even about a negotiation. We knew the vendor, we knew the partner that we wanted and that was Planhat.
So now in pretty much real time, we can either go to our front end, but why would we do that? That's where our customer lives. We can go to Planhat. We've then integrated this fully with Slack.
So if we see any early warning signs, so it could be a customer hasn't paid an invoice for 30 days. It could be failed orders have gone above 5%. It could be that customer is not using feature X or product Y. We then reference this to Slack.
The full customer 360º
We then have an a AM or CSM who will then jump on such. And then mark this as done. Go back into Planhat and use a workflow to then lean into the customer so we can achieve what we call 'definition of good'. So now given we've got a very strong data team, we know where to fish. And then given this, we push this to Planhat in near real time.
So everything is up to date. If I want to go find something, I don't need a Looker report. I can go to Planhat and get a sense of a customer, his journey, and anything I might need to know about the customer to include green, amber, red, anything we need to be aware of, anything that we should see from distance, or everything is good here, nothing to see. Let's move on.
Now with Planhat, we have everything in one place. So if it's a billing issue, a health score, failed orders, an invoicing issue, how well is the customer doing with our technology? We can go to Planhat first to understand more about that customer and to give us a complete 360 view of that customer.
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.
