Lets Us Deliver Value at Lightning-Speed
Lets Us Deliver Value at Lightning-Speed
Lets Us Deliver Value at Lightning-Speed
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Challenge
Unclear task ownership and a lack of customer-specific onboarding processes led to delays in new client projects and poor Time to Value (TTV), alongside capacity planning being challenging in the absence of metrics for identifying bottlenecks and areas for improvement.
“Our TTV has improved by over 30% as a result of our ability to run a more streamlined, structured, and transparent onboarding process.”
Challenge
Unclear task ownership and a lack of customer-specific onboarding processes led to delays in new client projects and poor Time to Value (TTV), alongside capacity planning being challenging in the absence of metrics for identifying bottlenecks and areas for improvement.
“Our TTV has improved by over 30% as a result of our ability to run a more streamlined, structured, and transparent onboarding process.”
Challenge
Unclear task ownership and a lack of customer-specific onboarding processes led to delays in new client projects and poor Time to Value (TTV), alongside capacity planning being challenging in the absence of metrics for identifying bottlenecks and areas for improvement.
“Our TTV has improved by over 30% as a result of our ability to run a more streamlined, structured, and transparent onboarding process.”
Solution
Planhat has enabled us to establish tailored customer success playbooks for various onboarding scenarios, assigning tasks to respective stakeholders to instil accountability and facilitate measurement of key performance indicators. This structured approach has enabled us to strategically identify areas for improvement and pinpoint delayed workflows, allowing us to capacity plan in a comprehensive, data driven way. By leveraging AI in Customer Success and automation, we have eliminated the majority of our repetitive manual tasks, and by creating a transparent dashboard accessible to all members of the Customer Success team, established clear, measurable objectives. Our ability to seamlessly share key documents and project plans with our customers through Planhat's customer-facing portal has also enabled us to drive greater engagement and improve our TTV.
Solution
Planhat has enabled us to establish tailored customer success playbooks for various onboarding scenarios, assigning tasks to respective stakeholders to instil accountability and facilitate measurement of key performance indicators. This structured approach has enabled us to strategically identify areas for improvement and pinpoint delayed workflows, allowing us to capacity plan in a comprehensive, data driven way. By leveraging AI in Customer Success and automation, we have eliminated the majority of our repetitive manual tasks, and by creating a transparent dashboard accessible to all members of the Customer Success team, established clear, measurable objectives. Our ability to seamlessly share key documents and project plans with our customers through Planhat's customer-facing portal has also enabled us to drive greater engagement and improve our TTV.
Impact
Our TTV has improved by over 30% as a result of our ability to run a more streamlined, structured, and transparent customer onboarding process. By minimising our reliance on multiple tools for project creation and tracking, Planhat has empowered our onboarding team to adopt a transparent, consistent and data-driven implementation approach. This has not only allowed us to optimise our customer onboarding journey, but empowered our customers to take an active role in steering their own onboarding and adoption.
Impact
Our TTV has improved by over 30% as a result of our ability to run a more streamlined, structured, and transparent customer onboarding process. By minimising our reliance on multiple tools for project creation and tracking, Planhat has empowered our onboarding team to adopt a transparent, consistent and data-driven implementation approach. This has not only allowed us to optimise our customer onboarding journey, but empowered our customers to take an active role in steering their own onboarding and adoption.
Hannah Revell
Senior Implementation Manager
StoryStream
Hannah is a senior implementation and onboarding specialist with over 7 years of experience leading client-facing programs across fintech and SaaS. At StoryStream, she serves as Senior Implementation Manager, overseeing onboarding for enterprise clients and aligning project delivery with customer goals. Previously, she led client onboarding at TieTa and managed the dealer onboarding function at Oodle Car Finance, where she also held roles in financial crime and payout operations. Hannah is known for driving operational efficiency, ensuring compliance in regulated environments, and delivering seamless, high-impact customer experiences.
