Industry
Headquarters
Size
Switched
Challenge
We were scaling fast—doubling the team from 200 to 400 employees in 12 months and increasing our product portfolio—after a $120mn funding round from Goldman Sachs Growth Equity, and needed to make sure that even during this rapid growth we maintained seamless collaboration internally, consistently strong customer experience, and a scalable hybrid onboarding process.
Solution
Planhat gave us a holistic view of the customer base and onboarding progress, but with enough granularity to cover day-to-day requests. This meant our onboarding was standardized yet flexible, which allowed us to expand our product portfolio while meeting the specific needs of individual customers. Thanks to automations and flexible workflows we were able to standardize customer engagement with less manual effort. And Planhat’s adaptability and unlimited data model allowed rapidly expanding teams across Customer Success, Product, and Operations to collaborate seamlessly, ensuring that data flowed seamlessly between systems and the growing teams operated efficiently.
Impact
Planhat helped us build a simple yet flexible data foundation for sustainable expansion while delivering a seamless experience for customers. We can see the current status of our customers, work together to serve those customers more easily, and onboard them more effectively—even with a larger product portfolio. Importantly, we’re now able to expand into international markets without operational bottlenecks, strengthening our long-term growth strategy.
Christian Wolf
Head of Delivery, Customer Success & Support,
Osapiens
Experienced in helping organizations across various industries understand process inefficiencies and drive value through software solutions, Christian benefits from start-up experience and experience with transformation projects in large enterprises. His constant desire to learn new things, helps enable people to excel in their roles and make meaningful contributions to their organization's success.
