
Choosing Planhat

Choosing Planhat

Choosing Planhat
In a series of interviews, Director of Customer Success at 8,000-employee cyber security software company, Trend Micro, shares how Planhat has impacted on the business.
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The procurement process
Tracy Shouldice — In terms of how we adopted Planhat, we did some due diligence first. So we have a rigorous process review at Trend when we are considering bringing in any new platform into the company's infrastructure.
So for example, Marketo or Salesforce or Planhat on the CS side. We have a team that reviews the platform, learns how it works, asks the hard questions to make sure that not only the platform is robust, but the vendor is a good partner for us.
And we learned very quickly with Planhat that your executive team, the people we met, they're very capable, they're very transparent and honest. So we like the cultural fit because that's how Trend is as well.
And then the platform has delivered so far on the vision in that it's not perfect, there are things that we needed to do that it doesn't do today, but Planhat's open to talking to us about that. They've accelerated a few things that we needed in the product in a hurry to make it work at scale for a company of our size and breadth. So, so far the Planhat relationship with Trend has been quite good
“We learned very quickly with Planhat that your executive team, the people we met, they're very capable, they're very transparent and honest.”
Tracy Shouldice
Director of Customer Success
Trend Micro
The procurement process
Tracy Shouldice — In terms of how we adopted Planhat, we did some due diligence first. So we have a rigorous process review at Trend when we are considering bringing in any new platform into the company's infrastructure.
So for example, Marketo or Salesforce or Planhat on the CS side. We have a team that reviews the platform, learns how it works, asks the hard questions to make sure that not only the platform is robust, but the vendor is a good partner for us.
And we learned very quickly with Planhat that your executive team, the people we met, they're very capable, they're very transparent and honest. So we like the cultural fit because that's how Trend is as well.
And then the platform has delivered so far on the vision in that it's not perfect, there are things that we needed to do that it doesn't do today, but Planhat's open to talking to us about that. They've accelerated a few things that we needed in the product in a hurry to make it work at scale for a company of our size and breadth. So, so far the Planhat relationship with Trend has been quite good
“We learned very quickly with Planhat that your executive team, the people we met, they're very capable, they're very transparent and honest.”
Tracy Shouldice
Director of Customer Success
Trend Micro
Tracy Shouldice
Director of Customer Success
Trend Micro
Tracy is a seasoned Customer Experience (CX) professional with almost 40 years' experience in technology firms and research & advisory services, including over 13 years at Trend Micro where he currently holds the position of Director of Industry Analyst Relations Operations. Before Trend Micro, Tracy held senior advisor positions at Forrester in both the CIO Group and Customer Experience Council.
Trend Micro
Sovereign Sentinel
Discover how Planhat empowers Telia Cygate, Sweden's sovereign network security leader, to scale an exceptional customer experience to all their customers at all times.
Sovereign Sentinel
Discover how Planhat empowers Telia Cygate, Sweden's sovereign network security leader, to scale an exceptional customer experience to all their customers at all times.
Sovereign Sentinel
Discover how Planhat empowers Telia Cygate, Sweden's sovereign network security leader, to scale an exceptional customer experience to all their customers at all times.









