Why Simployer Returned to Planhat to Manage a Multi-Product Offering
Why Simployer Returned to Planhat to Manage a Multi-Product Offering
Why Simployer Returned to Planhat to Manage a Multi-Product Offering
“With Planhat, you're just going to get a lot more done, faster.”
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The Company
Simployer is a Nordic HR software business serving roughly 12,000 customers across a 15-person customer organisation. We spoke to Pontus Öjerbäck, Senior Customer Operations Manager at Simployer, who explained how readopting Planhat has enabled their teams to focus on strategic work.
The Company
Simployer is a Nordic HR software business serving roughly 12,000 customers across a 15-person customer organisation. We spoke to Pontus Öjerbäck, Senior Customer Operations Manager at Simployer, who explained how readopting Planhat has enabled their teams to focus on strategic work.
The Challenge
After a merger, Planhat was replaced with a combination of Salesforce and Power BI. Pontus recounts that the team “lost a wealth of value we previously got from Planhat”.
They had low visibility, weak operational control, and poor data quality, preventing a clear view of customer status, activity and outcomes. They could see that meetings and emails were happening, but not what they meant; the proof of customer reality had gone missing.
Less than a year later, they were back on Planhat.
“Historically data quality has been quite a nightmare. What we needed was a much simpler way of collecting our data for our customer success organization.”
The Challenge
After a merger, Planhat was replaced with a combination of Salesforce and Power BI. Pontus recounts that the team “lost a wealth of value we previously got from Planhat”.
They had low visibility, weak operational control, and poor data quality, preventing a clear view of customer status, activity and outcomes. They could see that meetings and emails were happening, but not what they meant; the proof of customer reality had gone missing.
Less than a year later, they were back on Planhat.
“Historically data quality has been quite a nightmare. What we needed was a much simpler way of collecting our data for our customer success organization.”
The Challenge
After a merger, Planhat was replaced with a combination of Salesforce and Power BI. Pontus recounts that the team “lost a wealth of value we previously got from Planhat”.
They had low visibility, weak operational control, and poor data quality, preventing a clear view of customer status, activity and outcomes. They could see that meetings and emails were happening, but not what they meant; the proof of customer reality had gone missing.
Less than a year later, they were back on Planhat.
“Historically data quality has been quite a nightmare. What we needed was a much simpler way of collecting our data for our customer success organization.”
The Solution
Returning to Planhat gave the team a place where they could not only record the work they were doing but actually work inside. Configuration was complex enough to adapt to the organization’s needs, but at the same time the team found the platform accessible and easy to work with. Dashboards became the place the team operated from—they found that Planhat made it more intuitive to execute on data rather than simply reading it.
“It's much easier to work with Planhat than other platforms that I worked with before as an admin.”
The Solution
Returning to Planhat gave the team a place where they could not only record the work they were doing but actually work inside. Configuration was complex enough to adapt to the organization’s needs, but at the same time the team found the platform accessible and easy to work with. Dashboards became the place the team operated from—they found that Planhat made it more intuitive to execute on data rather than simply reading it.
“It's much easier to work with Planhat than other platforms that I worked with before as an admin.”
The Solution
Returning to Planhat gave the team a place where they could not only record the work they were doing but actually work inside. Configuration was complex enough to adapt to the organization’s needs, but at the same time the team found the platform accessible and easy to work with. Dashboards became the place the team operated from—they found that Planhat made it more intuitive to execute on data rather than simply reading it.
“It's much easier to work with Planhat than other platforms that I worked with before as an admin.”
Outcomes
Scaled Customer Success
With 12,000 customers to a team of 24 CSMs, it was essential for Simployer to have automations and workflows it can rely on. Now, the team is alerted when they need to get in touch with customers, based on health score, type of product, type of admin, length of tenure. Each representative is able to serve more customers, especially those handling key accounts, which previously required a lot more time allocation.
“With agents in Planhat, we’re getting through to our customers without even needing to do anything, which is a very big win for us.”
Outcomes
Scaled Customer Success
With 12,000 customers to a team of 24 CSMs, it was essential for Simployer to have automations and workflows it can rely on. Now, the team is alerted when they need to get in touch with customers, based on health score, type of product, type of admin, length of tenure. Each representative is able to serve more customers, especially those handling key accounts, which previously required a lot more time allocation.
“With agents in Planhat, we’re getting through to our customers without even needing to do anything, which is a very big win for us.”
Outcomes
Scaled Customer Success
With 12,000 customers to a team of 24 CSMs, it was essential for Simployer to have automations and workflows it can rely on. Now, the team is alerted when they need to get in touch with customers, based on health score, type of product, type of admin, length of tenure. Each representative is able to serve more customers, especially those handling key accounts, which previously required a lot more time allocation.
“With agents in Planhat, we’re getting through to our customers without even needing to do anything, which is a very big win for us.”
Onboarding
Simployer has multiple products bundled into different packages, so the team need to run multiple onboarding journeys. Simpler products run through automated workflows, while complex ones leverage customer portals to trigger self-paced adoption flows, allowing customers a smoother and more tailored onboarding process.
“The customer portals have been a big hit because then we can actually put a lot of the onboarding on the customer and they can do the self onboarding basically. We save loads of time on that—we can engage more customers in a shorter time period.”
Onboarding
Simployer has multiple products bundled into different packages, so the team need to run multiple onboarding journeys. Simpler products run through automated workflows, while complex ones leverage customer portals to trigger self-paced adoption flows, allowing customers a smoother and more tailored onboarding process.
“The customer portals have been a big hit because then we can actually put a lot of the onboarding on the customer and they can do the self onboarding basically. We save loads of time on that—we can engage more customers in a shorter time period.”
Onboarding
Simployer has multiple products bundled into different packages, so the team need to run multiple onboarding journeys. Simpler products run through automated workflows, while complex ones leverage customer portals to trigger self-paced adoption flows, allowing customers a smoother and more tailored onboarding process.
“The customer portals have been a big hit because then we can actually put a lot of the onboarding on the customer and they can do the self onboarding basically. We save loads of time on that—we can engage more customers in a shorter time period.”
Project Management
Running their entire project workflow inside Planhat, including time tracking, structured workflows and project tracking, the professional services team have seen the greatest impact.
“What we're seeing the most value from right now is how much better the PS agents’ projects are and how much easier it is to work with and track them.”
Project Management
Running their entire project workflow inside Planhat, including time tracking, structured workflows and project tracking, the professional services team have seen the greatest impact.
“What we're seeing the most value from right now is how much better the PS agents’ projects are and how much easier it is to work with and track them.”
Project Management
Running their entire project workflow inside Planhat, including time tracking, structured workflows and project tracking, the professional services team have seen the greatest impact.
“What we're seeing the most value from right now is how much better the PS agents’ projects are and how much easier it is to work with and track them.”
It allows the team to not only track projects but to understand if anyone needs support or has capacity to work on another project, enabling them to allocate resources more effectively, in a way that provides more value to their customers without needing to scale headcount.
Risk and Churn Mitigation
After onboarding, customers move into a funnel of automated touch points. For example, when a customer is classified as ‘at-risk’, they immediately receive a link where they can book a meeting with their CSM or connect with technical support. Not needing to manually track and reach out to these customers gives back time to the CSMs to focus on strategic work.
It allows the team to not only track projects but to understand if anyone needs support or has capacity to work on another project, enabling them to allocate resources more effectively, in a way that provides more value to their customers without needing to scale headcount.
Risk and Churn Mitigation
After onboarding, customers move into a funnel of automated touch points. For example, when a customer is classified as ‘at-risk’, they immediately receive a link where they can book a meeting with their CSM or connect with technical support. Not needing to manually track and reach out to these customers gives back time to the CSMs to focus on strategic work.
Pontus Öjerbäck
Senior Customer Success Manager
Simployer
Pontus Öjerböck is a customer success professional, currently serving as Senior Customer Operations Manager at Simployer Sverige. Having joined Simployer in 2021 as a Customer Care Coordinator, he has progressed through successive roles—Customer Success Manager, Senior Customer Success Manager, and now Customer Operations Manager. Before moving into SaaS, Pontus spent over seven years at Volt Fashion in regional management roles across Gothenburg and Greater Stockholm.
