Both Intuitive and Flexible
Both Intuitive and Flexible
Both Intuitive and Flexible
Share
Challenge
We have customers within B2B, B2C, and B2G, all with different needs. We also have a wide array of products and offerings, meaning many variables—from customer type to contract value, length, and stage in the customer journey. We needed to track all this complexity to offer the best experience possible.
“Our capacity has improved and we've simultaneously reduced operational management costs.”
Challenge
We have customers within B2B, B2C, and B2G, all with different needs. We also have a wide array of products and offerings, meaning many variables—from customer type to contract value, length, and stage in the customer journey. We needed to track all this complexity to offer the best experience possible.
“Our capacity has improved and we've simultaneously reduced operational management costs.”
Challenge
We have customers within B2B, B2C, and B2G, all with different needs. We also have a wide array of products and offerings, meaning many variables—from customer type to contract value, length, and stage in the customer journey. We needed to track all this complexity to offer the best experience possible.
“Our capacity has improved and we've simultaneously reduced operational management costs.”
Solution
Planhat is easy to use, its interface is intuitive, and we can configure it ourselves without needing extra help from developers. Also, the revenue tracking in Planhat is fantastic — I can see the MRR and other customer success metrics for each customer, company, and segment at a glance. Our offering is complex, but now I can track our growing revenue month over month and show our executive team the positive impact customer success has on our business in a data-driven way.
Solution
Planhat is easy to use, its interface is intuitive, and we can configure it ourselves without needing extra help from developers. Also, the revenue tracking in Planhat is fantastic — I can see the MRR and other customer success metrics for each customer, company, and segment at a glance. Our offering is complex, but now I can track our growing revenue month over month and show our executive team the positive impact customer success has on our business in a data-driven way.
Impact
Our capacity has improved and we've simultaneously reduced operational management costs. Planhat platform is a transparent tool that helps the team keep track of everything, and everyone knows what everyone else is doing, which has reduced the number of seats we need in other products like our CRM. The flexible UI is also a game-changer, as it means we don’t need to budget for a dedicated developer — which is a big no-no for us.
Impact
Our capacity has improved and we've simultaneously reduced operational management costs. Planhat platform is a transparent tool that helps the team keep track of everything, and everyone knows what everyone else is doing, which has reduced the number of seats we need in other products like our CRM. The flexible UI is also a game-changer, as it means we don’t need to budget for a dedicated developer — which is a big no-no for us.
Marie-Ève Chartrand
Director of Customer Success
Toon Boom
Marie-Ève is Director of Customer Success at Toon Boom Animation, where she has spent over 20 years helping scale global client operations and elevate the customer experience. She founded and built the CS function from the ground up, played a key role in launching the company’s Tokyo office, and now oversees technical support, professional services, and creative services teams worldwide. Prior to Toon Boom, Marie-Ève worked in compositing and animation at leading Montreal studios, contributing to major commercial and feature projects.
