Scaling Impact with Speed & Flexibility
Scaling Impact with Speed & Flexibility
Scaling Impact with Speed & Flexibility
Scaling Impact with Speed & Flexibility
Senior Vice President of Customer Success and Customer Success Program Manager at agentic communications platform, Dialpad, share how Planhat has unlocked greater scale and speed.
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Senior Vice President of Customer Success and Customer Success Program Manager at agentic communications platform, Dialpad, share how Planhat has unlocked greater scale and speed.
Share
Senior Vice President of Customer Success and Customer Success Program Manager at agentic communications platform, Dialpad, share how Planhat has unlocked greater scale and speed.
Reanne Hueseman — I mean, I think we, really saw the potential and the tool in terms of the number of different things that we could do, and so just trying to think through like how do we view our processes? The tool seemed so complex that it can do everything, and every time I thought I would stump somebody or find a question, it's like they were like, "nope", we can do that too.
I think that just gave us a lot of confidence in terms of like, this tool is really—the data model is huge. Again, that's the, reporting and that accessibility that we need, and it continued to just show up throughout that process. And every time I was waiting for a gotcha, it never happened in all of our discussions.
“And every time I was waiting for a gotcha, it never happened in all of our discussions.”
Reanne Hueseman — I mean, I think we, really saw the potential and the tool in terms of the number of different things that we could do, and so just trying to think through like how do we view our processes? The tool seemed so complex that it can do everything, and every time I thought I would stump somebody or find a question, it's like they were like, "nope", we can do that too.
I think that just gave us a lot of confidence in terms of like, this tool is really—the data model is huge. Again, that's the, reporting and that accessibility that we need, and it continued to just show up throughout that process. And every time I was waiting for a gotcha, it never happened in all of our discussions.
“And every time I was waiting for a gotcha, it never happened in all of our discussions.”
Reanne Hueseman — I mean, I think we, really saw the potential and the tool in terms of the number of different things that we could do, and so just trying to think through like how do we view our processes? The tool seemed so complex that it can do everything, and every time I thought I would stump somebody or find a question, it's like they were like, "nope", we can do that too.
I think that just gave us a lot of confidence in terms of like, this tool is really—the data model is huge. Again, that's the, reporting and that accessibility that we need, and it continued to just show up throughout that process. And every time I was waiting for a gotcha, it never happened in all of our discussions.
“And every time I was waiting for a gotcha, it never happened in all of our discussions.”
Eric Szafarian — We have all different segmentation across our CS org, so we've got our high touch and we've got our scale teams and we've got a blend of pooled and so we have different models because we have such a varied customer base. And so being able to customize the tool to those different teams and how they're gonna engage with customers is gonna allow us to, you know, differentiate in how we're touching the customers.
Reanne Hueseman — And even something as simple as like global filters. It's so great to be able to say, “Hey, we wanna look at this specific segment, and what are the customers doing there?“ That's really simple. Or being able to just quickly give the team access to what they need. Those automatic filters, it's not a big lift to be able to look at the different aspects of our business.
Eric Szafarian — We're in a place where we just can't move too slowly. And I think, some of the usability around Planhat's gonna help us to move a little bit faster than you might when you're rolling out an enterprise tool. We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.
“We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.”
Eric Szafarian — We have all different segmentation across our CS org, so we've got our high touch and we've got our scale teams and we've got a blend of pooled and so we have different models because we have such a varied customer base. And so being able to customize the tool to those different teams and how they're gonna engage with customers is gonna allow us to, you know, differentiate in how we're touching the customers.
Reanne Hueseman — And even something as simple as like global filters. It's so great to be able to say, “Hey, we wanna look at this specific segment, and what are the customers doing there?“ That's really simple. Or being able to just quickly give the team access to what they need. Those automatic filters, it's not a big lift to be able to look at the different aspects of our business.
Eric Szafarian — We're in a place where we just can't move too slowly. And I think, some of the usability around Planhat's gonna help us to move a little bit faster than you might when you're rolling out an enterprise tool. We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.
“We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.”
Eric Szafarian — We have all different segmentation across our CS org, so we've got our high touch and we've got our scale teams and we've got a blend of pooled and so we have different models because we have such a varied customer base. And so being able to customize the tool to those different teams and how they're gonna engage with customers is gonna allow us to, you know, differentiate in how we're touching the customers.
Reanne Hueseman — And even something as simple as like global filters. It's so great to be able to say, “Hey, we wanna look at this specific segment, and what are the customers doing there?“ That's really simple. Or being able to just quickly give the team access to what they need. Those automatic filters, it's not a big lift to be able to look at the different aspects of our business.
Eric Szafarian — We're in a place where we just can't move too slowly. And I think, some of the usability around Planhat's gonna help us to move a little bit faster than you might when you're rolling out an enterprise tool. We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.
“We need to be able to be super flexible and sometimes really just make big pivots in how we're engaging with customers and the expectations we have of our CSMs, and we need tools to help drive that efficiently across the base.”
Reanne Hueseman — The ability for me to go in build, “Hey, we tried it, that's not gonna work. Okay, let's think differently about it.” It's very simple once you get into it and kind of adjust yourself and orient, right? It's a different kind of approach to a CSP, but it is refreshing in that ability to think about how do we drive automations and workflows and cue off of that data.
It's been really, I think, invigorating in terms of, “Oh yeah, I can just quickly make that a change. Or, Hey, how do we flag this? Great. I can make it a toggle field.” So it's been really great from that lens.
Eric Szafarian — Yeah, I agree. Just the flexibility and the tool and, as we talked about before, we've got a really varied profile of customer and so we have really different engagement models and to be able to like roll the tool out specific to different CS teams and what their motions look like is really gonna help us as we wanna scale and drive those efficiencies again, and consistency in how we're working with customers.
Reanne Hueseman — The ability for me to go in build, “Hey, we tried it, that's not gonna work. Okay, let's think differently about it.” It's very simple once you get into it and kind of adjust yourself and orient, right? It's a different kind of approach to a CSP, but it is refreshing in that ability to think about how do we drive automations and workflows and cue off of that data.
It's been really, I think, invigorating in terms of, “Oh yeah, I can just quickly make that a change. Or, Hey, how do we flag this? Great. I can make it a toggle field.” So it's been really great from that lens.
Eric Szafarian — Yeah, I agree. Just the flexibility and the tool and, as we talked about before, we've got a really varied profile of customer and so we have really different engagement models and to be able to like roll the tool out specific to different CS teams and what their motions look like is really gonna help us as we wanna scale and drive those efficiencies again, and consistency in how we're working with customers.
Reanne Hueseman — The ability for me to go in build, “Hey, we tried it, that's not gonna work. Okay, let's think differently about it.” It's very simple once you get into it and kind of adjust yourself and orient, right? It's a different kind of approach to a CSP, but it is refreshing in that ability to think about how do we drive automations and workflows and cue off of that data.
It's been really, I think, invigorating in terms of, “Oh yeah, I can just quickly make that a change. Or, Hey, how do we flag this? Great. I can make it a toggle field.” So it's been really great from that lens.
Eric Szafarian — Yeah, I agree. Just the flexibility and the tool and, as we talked about before, we've got a really varied profile of customer and so we have really different engagement models and to be able to like roll the tool out specific to different CS teams and what their motions look like is really gonna help us as we wanna scale and drive those efficiencies again, and consistency in how we're working with customers.
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