One Place for Every Insight
One Place for Every Insight
One Place for Every Insight
One Place for Every Insight
Vice President of Global Client Success at medical cloud imaging pioneer, Intelerad, shares how Planhat has created a unified source of truth for the entire Go-To-Market team.
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Vice President of Global Client Success at medical cloud imaging pioneer, Intelerad, shares how Planhat has created a unified source of truth for the entire Go-To-Market team.
Share
Vice President of Global Client Success at medical cloud imaging pioneer, Intelerad, shares how Planhat has created a unified source of truth for the entire Go-To-Market team.
Catherine De Verteuil — We are an international software provider for the radiology industry. So our clients are radiology technicians, radiologists, large radiology practices, hospitals, health systems, the whole nine yards. We are 900 employees strong at this point across the world.
Before Planhat we didn't have a strategic, unified approach to supporting our clients. We didn't even have a single place to understand who our clients were and what their needs were. Systematically, the CSMs all had their own independent systems, so people were doing a great job, but there was no way for us to see what kind of a job they were doing.
There was no way for us to help identify opportunities and systemic challenges that we could actually really address and focus on. CSMs all did a little bit in Salesforce. They all used spreadsheets. Some of them documented things in ServiceNow, our support platform, everyone used some form of note-taking.
There was no prescribed methodology, no consistency in how they did things either because each of them got to choose their own way. So Planhat really just clearly made itself evident as a tool that was going to allow the CSMs to be in one place.
So they don't need to log into ServiceNow anymore. They don't need to log into Salesforce. They can do all of their work in one place. And then from a leadership perspective, I can go to one place, the Chief Client Officer (CCO) can go to one place and we can see what is happening with any client at any given time, just by logging in. We've got the account plan on there, front and center.
“They don't need to log into ServiceNow anymore. They don't need to log into Salesforce. They can do all of their work in one place.”
Catherine De Verteuil — We are an international software provider for the radiology industry. So our clients are radiology technicians, radiologists, large radiology practices, hospitals, health systems, the whole nine yards. We are 900 employees strong at this point across the world.
Before Planhat we didn't have a strategic, unified approach to supporting our clients. We didn't even have a single place to understand who our clients were and what their needs were. Systematically, the CSMs all had their own independent systems, so people were doing a great job, but there was no way for us to see what kind of a job they were doing.
There was no way for us to help identify opportunities and systemic challenges that we could actually really address and focus on. CSMs all did a little bit in Salesforce. They all used spreadsheets. Some of them documented things in ServiceNow, our support platform, everyone used some form of note-taking.
There was no prescribed methodology, no consistency in how they did things either because each of them got to choose their own way. So Planhat really just clearly made itself evident as a tool that was going to allow the CSMs to be in one place.
So they don't need to log into ServiceNow anymore. They don't need to log into Salesforce. They can do all of their work in one place. And then from a leadership perspective, I can go to one place, the Chief Client Officer (CCO) can go to one place and we can see what is happening with any client at any given time, just by logging in. We've got the account plan on there, front and center.
“They don't need to log into ServiceNow anymore. They don't need to log into Salesforce. They can do all of their work in one place.”
Catherine De Verteuil — We are an international software provider for the radiology industry. So our clients are radiology technicians, radiologists, large radiology practices, hospitals, health systems, the whole nine yards. We are 900 employees strong at this point across the world.
Before Planhat we didn't have a strategic, unified approach to supporting our clients. We didn't even have a single place to understand who our clients were and what their needs were. Systematically, the CSMs all had their own independent systems, so people were doing a great job, but there was no way for us to see what kind of a job they were doing.
There was no way for us to help identify opportunities and systemic challenges that we could actually really address and focus on. CSMs all did a little bit in Salesforce. They all used spreadsheets. Some of them documented things in ServiceNow, our support platform, everyone used some form of note-taking.
There was no prescribed methodology, no consistency in how they did things either because each of them got to choose their own way. So Planhat really just clearly made itself evident as a tool that was going to allow the CSMs to be in one place.
So they don't need to log into ServiceNow anymore. They don't need to log into Salesforce. They can do all of their work in one place. And then from a leadership perspective, I can go to one place, the Chief Client Officer (CCO) can go to one place and we can see what is happening with any client at any given time, just by logging in. We've got the account plan on there, front and center.
“They don't need to log into ServiceNow anymore. They don't need to log into Salesforce. They can do all of their work in one place.”
You pull it up and, and you see big picture what's happening, and then you can drill, dive in deeper anytime you want. I see that the work that gets asked of them is done and it's done in a more timely fashion with less reminders: Planhat is simply making it easier for them to do.
And then there's other, special things that we've done. We have a, a new team called the critical care Team. We started that team in January and we built the system and process from the ground up in Planhat. So everything that they do is inside of there, all of their tooling and their reporting and everything else—right from the start.
“I see that the work that gets asked of them is done and it's done in a more timely fashion with less reminders: Planhat is simply making it easier for them to do.”
You pull it up and, and you see big picture what's happening, and then you can drill, dive in deeper anytime you want. I see that the work that gets asked of them is done and it's done in a more timely fashion with less reminders: Planhat is simply making it easier for them to do.
And then there's other, special things that we've done. We have a, a new team called the critical care Team. We started that team in January and we built the system and process from the ground up in Planhat. So everything that they do is inside of there, all of their tooling and their reporting and everything else—right from the start.
“I see that the work that gets asked of them is done and it's done in a more timely fashion with less reminders: Planhat is simply making it easier for them to do.”
You pull it up and, and you see big picture what's happening, and then you can drill, dive in deeper anytime you want. I see that the work that gets asked of them is done and it's done in a more timely fashion with less reminders: Planhat is simply making it easier for them to do.
And then there's other, special things that we've done. We have a, a new team called the critical care Team. We started that team in January and we built the system and process from the ground up in Planhat. So everything that they do is inside of there, all of their tooling and their reporting and everything else—right from the start.
“I see that the work that gets asked of them is done and it's done in a more timely fashion with less reminders: Planhat is simply making it easier for them to do.”
So we're measuring their effectiveness, the challenges that their clients are facing so that we can pull that information and provide it to the other teams that need it, product support, that kind of thing. So for me, that's actually a really tangible use case that we're measuring in a short period of time.
We started that initiative a few months ago and we're already seeing the results really clearly because of how we designed it right inside Planhat, like we started with “the team is going to function from here” and it's beautiful. It just, you know, comes out really well. So what we're doing now is using that example and retrofitting it back to the rest of the team so that I can then very clearly measure compliance with basic tasks.
“We started that initiative a few months ago and we're already seeing the results really clearly because of how we designed it right inside Planhat”
So we're measuring their effectiveness, the challenges that their clients are facing so that we can pull that information and provide it to the other teams that need it, product support, that kind of thing. So for me, that's actually a really tangible use case that we're measuring in a short period of time.
We started that initiative a few months ago and we're already seeing the results really clearly because of how we designed it right inside Planhat, like we started with “the team is going to function from here” and it's beautiful. It just, you know, comes out really well. So what we're doing now is using that example and retrofitting it back to the rest of the team so that I can then very clearly measure compliance with basic tasks.
“We started that initiative a few months ago and we're already seeing the results really clearly because of how we designed it right inside Planhat”
So we're measuring their effectiveness, the challenges that their clients are facing so that we can pull that information and provide it to the other teams that need it, product support, that kind of thing. So for me, that's actually a really tangible use case that we're measuring in a short period of time.
We started that initiative a few months ago and we're already seeing the results really clearly because of how we designed it right inside Planhat, like we started with “the team is going to function from here” and it's beautiful. It just, you know, comes out really well. So what we're doing now is using that example and retrofitting it back to the rest of the team so that I can then very clearly measure compliance with basic tasks.
“We started that initiative a few months ago and we're already seeing the results really clearly because of how we designed it right inside Planhat”
“Are you doing your monthly calls?” ”How many business reviews a year have you done?” You know, “Has product joined a call recently?“ Like “what are those tangible things that you're doing?” ”Are you asking your clients about satisfaction?”
They have to record all those things in there.
So I'm starting—we're starting—to now be able to use the system to drive those kind of tangible outcomes as well.
“Are you doing your monthly calls?” ”How many business reviews a year have you done?” You know, “Has product joined a call recently?“ Like “what are those tangible things that you're doing?” ”Are you asking your clients about satisfaction?”
They have to record all those things in there.
So I'm starting—we're starting—to now be able to use the system to drive those kind of tangible outcomes as well.
“Are you doing your monthly calls?” ”How many business reviews a year have you done?” You know, “Has product joined a call recently?“ Like “what are those tangible things that you're doing?” ”Are you asking your clients about satisfaction?”
They have to record all those things in there.
So I'm starting—we're starting—to now be able to use the system to drive those kind of tangible outcomes as well.
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