Moving Faster Together
Moving Faster Together
Moving Faster Together
Vice President of Customer Success at construction tech innovator, Trackunit, shares how Planhat has empowered the commercial team to reduce issue mitigation time by more than 25%.
Share
Kenn Gudbergsen — I'm leading our customer success team in EMEA and I work at Trackunit.
We produce our own hardware, which extracts a lot of valuable data from the construction machines we build software products on top of.
So, Trackunit was in the process of adopting Planhat when I came. They recently switched from a different Customer Success Platform (CSP) provider, choosing to move to Planhat due to its configurability in terms of customer success metrics specialized to the insights we were needing in the customer journey.
“No matter if it's coming from Intercom or a support system, emails or whatever—we have that in in one place.”
Kenn Gudbergsen — I'm leading our customer success team in EMEA and I work at Trackunit.
We produce our own hardware, which extracts a lot of valuable data from the construction machines we build software products on top of.
So, Trackunit was in the process of adopting Planhat when I came. They recently switched from a different Customer Success Platform (CSP) provider, choosing to move to Planhat due to its configurability in terms of customer success metrics specialized to the insights we were needing in the customer journey.
“No matter if it's coming from Intercom or a support system, emails or whatever—we have that in in one place.”
Kenn Gudbergsen — I'm leading our customer success team in EMEA and I work at Trackunit.
We produce our own hardware, which extracts a lot of valuable data from the construction machines we build software products on top of.
So, Trackunit was in the process of adopting Planhat when I came. They recently switched from a different Customer Success Platform (CSP) provider, choosing to move to Planhat due to its configurability in terms of customer success metrics specialized to the insights we were needing in the customer journey.
“No matter if it's coming from Intercom or a support system, emails or whatever—we have that in in one place.”
So we were still very early days when I started and we have picked up the adoption quite a bit, especially among the CSMs managing large portfolios. We are tracking all the communication with that customer. No matter if it's coming from Intercom or a support system, emails or whatever—we have that in in one place.
So when a new risk is created, everybody relevant, all relevant people get notified. We get on a call, we book a meeting.
It's not something we have a specific scientific number on, but I'd say minimum 25% faster mitigation time.
So we were still very early days when I started and we have picked up the adoption quite a bit, especially among the CSMs managing large portfolios. We are tracking all the communication with that customer. No matter if it's coming from Intercom or a support system, emails or whatever—we have that in in one place.
So when a new risk is created, everybody relevant, all relevant people get notified. We get on a call, we book a meeting.
It's not something we have a specific scientific number on, but I'd say minimum 25% faster mitigation time.
Kenn Gudbergsen
Senior Director of Customer Success
Trackunit
Kenn is a customer success and entrepreneurial leader with over a decade of experience scaling teams and building businesses in SaaS and consulting. He is currently Senior Director of Customer Success at Trackunit, where he drives global post-sales strategy for the construction technology platform. Previously, Kenn co-founded and served as CEO of TrainAway, growing it into a worldwide fitness access network with over 1,600 club partnerships before its acquisition. Earlier in his career, he was a management consultant at PwC, advising clients on strategy and operations. Kenn brings a blend of startup leadership, customer-centric growth, and international business expertise.
Planhat
Load More
Load More
Load More
A Customer-Centric Partnership
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
A Customer-Centric Partnership
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
A Customer-Centric Partnership
Vice President of Product & Customer Success at conversational LMS, Continu, shares how Planhat has empowered commercial teams to focus on customer collaboration, not busywork.
