Answers the Questions We've Always Asked
Answers the Questions We've Always Asked
Answers the Questions We've Always Asked
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Challenge
It was almost impossible to get a good sense of our customer health score. We had no idea which parts of Pexip they were using, and no real gauge of whether we were helping them solve the pain points they had when they started out. We needed a platform that would allow us to consolidate all our customer data, from billing and communications to customer health and product usage, in one place.
“Planhat has been a powerful tool for mitigating churn. It helps us handle churn and expansion proactively: deciding where we need to focus to ensure our customers keep getting value, and identify upsell opportunities to grow our existing customer base.”
Challenge
It was almost impossible to get a good sense of our customer health score. We had no idea which parts of Pexip they were using, and no real gauge of whether we were helping them solve the pain points they had when they started out. We needed a platform that would allow us to consolidate all our customer data, from billing and communications to customer health and product usage, in one place.
“Planhat has been a powerful tool for mitigating churn. It helps us handle churn and expansion proactively: deciding where we need to focus to ensure our customers keep getting value, and identify upsell opportunities to grow our existing customer base.”
Challenge
It was almost impossible to get a good sense of our customer health score. We had no idea which parts of Pexip they were using, and no real gauge of whether we were helping them solve the pain points they had when they started out. We needed a platform that would allow us to consolidate all our customer data, from billing and communications to customer health and product usage, in one place.
“Planhat has been a powerful tool for mitigating churn. It helps us handle churn and expansion proactively: deciding where we need to focus to ensure our customers keep getting value, and identify upsell opportunities to grow our existing customer base.”
Solution
Planhat allowed us to wrap analytics on customer usage, customer data from our CRM, and our stakeholder mapping into a consolidated customer 360 overview. Customer success managers could now answer a whole suite of questions that previously required manually reviewing different data sources. For example: Which renewals are coming up? Which are big, and which ones are small? And how are they using Pexip? Planhat's Workflows have also provided our growing team with a clear guide on what they need to do when onboarding new customers and how to take care of existing customers. This allows us not only to run our processes more efficiently, but ensures that everyone gets the same high-quality experience.
Solution
Planhat allowed us to wrap analytics on customer usage, customer data from our CRM, and our stakeholder mapping into a consolidated customer 360 overview. Customer success managers could now answer a whole suite of questions that previously required manually reviewing different data sources. For example: Which renewals are coming up? Which are big, and which ones are small? And how are they using Pexip? Planhat's Workflows have also provided our growing team with a clear guide on what they need to do when onboarding new customers and how to take care of existing customers. This allows us not only to run our processes more efficiently, but ensures that everyone gets the same high-quality experience.
Impact
Planhat has been a powerful tool for mitigating churn. It helps us handle churn and expansion proactively: deciding where we need to focus to ensure our customers keep getting value, and identify upsell opportunities to grow our existing customer base. I’m especially impressed by Planhat's revenue module. Previously we spent a lot of time extracting reports using complex custom spreadsheets because Salesforce wasn’t able to net out the revenue. But with Planhat, we get NRR, gross churn and much more, out of the box. That’s been huge: by surfacing the business metrics that really matter and allowing us to act on them at a glance, Planhat is making us a better company.
Impact
Planhat has been a powerful tool for mitigating churn. It helps us handle churn and expansion proactively: deciding where we need to focus to ensure our customers keep getting value, and identify upsell opportunities to grow our existing customer base. I’m especially impressed by Planhat's revenue module. Previously we spent a lot of time extracting reports using complex custom spreadsheets because Salesforce wasn’t able to net out the revenue. But with Planhat, we get NRR, gross churn and much more, out of the box. That’s been huge: by surfacing the business metrics that really matter and allowing us to act on them at a glance, Planhat is making us a better company.
Heidi Islann
Vice President of Customer Success
Pexip
Heidi is a seasoned commercial and customer success executive with over 20 years of experience leading global teams and driving growth across SaaS and tech. She currently serves as Chief Commercial Officer at Verified, where she oversees go-to-market strategy and customer operations. Previously, she was VP of Customer Success at Pexip, responsible for the global CS vision and partner ecosystem. Heidi spent over a decade at Meltwater in senior leadership roles across Europe and APAC, including Managing Director of Client Success Norway and Area Director for Asia Pacific and Japan.
