Unparalleled Visibility
Unparalleled Visibility
Unparalleled Visibility
Unparalleled Visibility
Director of Customer Success at large-scale solutions integrator, Wachter, shares why he chose to build with Planhat and how the platform has empowered his team.
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Mike Hurd — We went from a really unstructured process of individuals each sort of taking their own thing—spreadsheets and emails and things stuck away on file shares somewhere—and nobody really knowing everything that was going on. No real way to track the amount of time it was taking for a CS Professional to engage with that client.
“Planhat changed that for us. It then enabled me to go to management to make the argument we needed more CSMs. They could see the output, they could see the tracking that we were doing. ”
Mike Hurd — We went from a really unstructured process of individuals each sort of taking their own thing—spreadsheets and emails and things stuck away on file shares somewhere—and nobody really knowing everything that was going on. No real way to track the amount of time it was taking for a CS Professional to engage with that client.
“Planhat changed that for us. It then enabled me to go to management to make the argument we needed more CSMs. They could see the output, they could see the tracking that we were doing. ”
Mike Hurd — We went from a really unstructured process of individuals each sort of taking their own thing—spreadsheets and emails and things stuck away on file shares somewhere—and nobody really knowing everything that was going on. No real way to track the amount of time it was taking for a CS Professional to engage with that client.
“Planhat changed that for us. It then enabled me to go to management to make the argument we needed more CSMs. They could see the output, they could see the tracking that we were doing. ”
Now, with this integration to Office 365, all those meetings for those clients are automatically logged. We know about them. All those emails that are with those clients are available in the system so that if someone is out sick, I have a whole backup system with other CSMs that can step in and that source of truth is right there and accessible to them at any moment.
I didn't have that before. Everything was hidden away, there was no single place to look for anything. Planhat changed that for us. It then enabled me to go to management to make the argument we needed more CSMs. They could see the output, they could see the tracking that we were doing.
“Planhat has just reinforced the program and has allowed me to expand it much faster than I even dreamed.”
Now, with this integration to Office 365, all those meetings for those clients are automatically logged. We know about them. All those emails that are with those clients are available in the system so that if someone is out sick, I have a whole backup system with other CSMs that can step in and that source of truth is right there and accessible to them at any moment.
I didn't have that before. Everything was hidden away, there was no single place to look for anything. Planhat changed that for us. It then enabled me to go to management to make the argument we needed more CSMs. They could see the output, they could see the tracking that we were doing.
“Planhat has just reinforced the program and has allowed me to expand it much faster than I even dreamed.”
Now, with this integration to Office 365, all those meetings for those clients are automatically logged. We know about them. All those emails that are with those clients are available in the system so that if someone is out sick, I have a whole backup system with other CSMs that can step in and that source of truth is right there and accessible to them at any moment.
I didn't have that before. Everything was hidden away, there was no single place to look for anything. Planhat changed that for us. It then enabled me to go to management to make the argument we needed more CSMs. They could see the output, they could see the tracking that we were doing.
“Planhat has just reinforced the program and has allowed me to expand it much faster than I even dreamed.”
None of my Executives that I've ever shown Planhat to said they weren't impressed. They're like “Oh my gosh. You're actually able to see that in the tool. You can see all of the emails. You can see all the meetings. You can see the scoring of customer satisfaction. You can see how the CSM relationship goes with individuals within that account?” Yes, I have it all right here.
Planhat has just reinforced the program and has allowed me to expand it much faster than I even dreamed.
None of my Executives that I've ever shown Planhat to said they weren't impressed. They're like “Oh my gosh. You're actually able to see that in the tool. You can see all of the emails. You can see all the meetings. You can see the scoring of customer satisfaction. You can see how the CSM relationship goes with individuals within that account?” Yes, I have it all right here.
Planhat has just reinforced the program and has allowed me to expand it much faster than I even dreamed.
None of my Executives that I've ever shown Planhat to said they weren't impressed. They're like “Oh my gosh. You're actually able to see that in the tool. You can see all of the emails. You can see all the meetings. You can see the scoring of customer satisfaction. You can see how the CSM relationship goes with individuals within that account?” Yes, I have it all right here.
Planhat has just reinforced the program and has allowed me to expand it much faster than I even dreamed.
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