Doubling in Size Through Scalable Onboarding
Doubling in Size Through Scalable Onboarding
Doubling in Size Through Scalable Onboarding
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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.
“With Planhat, osapiens scaled its delivery and customer success operations 5x in just 12 months. Automated workflows and real-time insights empowered teams to act proactively, drive time-to-value, and support customers with precision and care.”
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.
“With Planhat, osapiens scaled its delivery and customer success operations 5x in just 12 months. Automated workflows and real-time insights empowered teams to act proactively, drive time-to-value, and support customers with precision and care.”
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.
“With Planhat, osapiens scaled its delivery and customer success operations 5x in just 12 months. Automated workflows and real-time insights empowered teams to act proactively, drive time-to-value, and support customers with precision and care.”
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 Planhat features like automations and flexible workflows we were able to standardize customer engagement with less manual effort. And Planhat’s adaptability, combined with robust planhat integrations, allowed rapidly expanding teams across Customer Success, Product, and Operations to collaborate seamlessly, ensuring that data flowed seamlessly between your CRM and Planhat, allowing the growing teams operated efficiently.
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 Planhat features like automations and flexible workflows we were able to standardize customer engagement with less manual effort. And Planhat’s adaptability, combined with robust planhat integrations, allowed rapidly expanding teams across Customer Success, Product, and Operations to collaborate seamlessly, ensuring that data flowed seamlessly between your CRM and Planhat, allowing 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, calculate customer health scores, and 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.
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, calculate customer health scores, and 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
Christian is a dedicated customer success and delivery leader with over a decade of experience helping technology companies drive measurable outcomes and deepen client partnerships. At osapiens, he serves as Head of Delivery, Customer Success & Support, leading teams that help customers achieve ESG and compliance goals through scalable delivery and proactive engagement. Previously, he held senior roles at NavVis and Celonis, where he led strategic success programs and value realization for enterprise customers. With a background in blockchain research and a Master’s in Business Administration, Christian blends technical fluency with systems-level thinking to accelerate customer impact.
