How Velocity Global Built a Single Pane of Glass for Post-Sales with Planhat
Velocity Global
Velocity Global
501-1,000 Employees
Enterprise
501-1,000 Employees
Enterprise
Headquarters
Denver, CO
Headquarters
Denver, CO
HighlightED Processes
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how Planhat provided the depth and power the organization needed to power its customer success operations from the ground up. The task was not simply choosing a post-sales tool, but creating a command centre for a function being built to drive retention and growth.
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how Planhat provided the depth and power the organization needed to power its customer success operations from the ground up. The task was not simply choosing a post-sales tool, but creating a command centre for a function being built to drive retention and growth.
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Challenge
Building their Customer Success function from the ground up, Velocity Global started with a large ecosystem of applications, but no centralized platform for their team to work on. Their data lived across Salesforce, used by their Sales team, Slack, and spreadsheets. Beyond the missing tooling specifically for customer success, the wider environment was a sprawl of applications.
Share
Building their Customer Success function from the ground up, Velocity Global started with a large ecosystem of applications, but no centralized platform for their team to work on. Their data lived across Salesforce, used by their Sales team, Slack, and spreadsheets. Beyond the missing tooling specifically for customer success, the wider environment was a sprawl of applications.
Building their Customer Success function from the ground up, Velocity Global started with a large ecosystem of applications, but no centralized platform for their team to work on. Their data lived across Salesforce, used by their Sales team, Slack, and spreadsheets. Beyond the missing tooling specifically for customer success, the wider environment was a sprawl of applications.
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Solution
Solution
Velocity Global needed a solution that would set their customer success team up as a central commercial driver, and the way they chose to do this was by using Planhat as a platform to consolidate data, draw out insights, and report to leadership.
The differentiator that closed the deal was the combination of design and depth—Planhat’s “modern architecture” that fits around the work a CSM does every day, enabling easy adoption.
Planhat allows a CSM to have a customer meeting, update a record, put a tag on it, do things that feel very intuitive and easy, and then all of that can be pulled into reporting so we can really understand how activities are leading to outcomes from a management perspective.”
“
Share
Velocity Global needed a solution that would set their customer success team up as a central commercial driver, and the way they chose to do this was by using Planhat as a platform to consolidate data, draw out insights, and report to leadership.
The differentiator that closed the deal was the combination of design and depth—Planhat’s “modern architecture” that fits around the work a CSM does every day, enabling easy adoption.
Planhat allows a CSM to have a customer meeting, update a record, put a tag on it, do things that feel very intuitive and easy, and then all of that can be pulled into reporting so we can really understand how activities are leading to outcomes from a management perspective.”
“
Velocity Global needed a solution that would set their customer success team up as a central commercial driver, and the way they chose to do this was by using Planhat as a platform to consolidate data, draw out insights, and report to leadership.
The differentiator that closed the deal was the combination of design and depth—Planhat’s “modern architecture” that fits around the work a CSM does every day, enabling easy adoption.
“Planhat allows a CSM to have a customer meeting, update a record, put a tag on it, do things that feel very intuitive and easy, and then all of that can be pulled into reporting so we can really understand how activities are leading to outcomes from a management perspective.”
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
Outcomes
Outcomes
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Velocity Global runs a digital function across thousands of customers. At that scale, hand-curating every account is impossible, and the team needed a way to deliver outcomes to a large number of customers with minimal increase in headcount.
You need a tool like Planhat to start to tell you where there's risk and where there's opportunities to sell more. That's what we're on the journey with Planhat is to get ahead of the business more so we can impact retention and growth in a more planful way.”
“
Velocity Global runs a digital function across thousands of customers. At that scale, hand-curating every account is impossible, and the team needed a way to deliver outcomes to a large number of customers with minimal increase in headcount.
You need a tool like Planhat to start to tell you where there's risk and where there's opportunities to sell more. That's what we're on the journey with Planhat is to get ahead of the business more so we can impact retention and growth in a more planful way.”
“
Velocity Global runs a digital function across thousands of customers. At that scale, hand-curating every account is impossible, and the team needed a way to deliver outcomes to a large number of customers with minimal increase in headcount.
You need a tool like Planhat to start to tell you where there's risk and where there's opportunities to sell more. That's what we're on the journey with Planhat is to get ahead of the business more so we can impact retention and growth in a more planful way.”
“
Health scoring is a key use of Planhat for the team, enabling them to understand the flow of customer business they have, where risk lies and why. Now, they are able to be more proactive and preempt customers’ sentiment rather than reacting to them.
We're on a journey from being pretty reactive to trying to be as proactive as possible at leveraging Planhat to the tilt to get to that proactive level within our business.”
“
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]
An Adoptable Platform
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how Planhat has been readily adopted by the entire Customer Experience team as a result of its modern interface and workflow depth.
Health scoring is a key use of Planhat for the team, enabling them to understand the flow of customer business they have, where risk lies and why. Now, they are able to be more proactive and preempt customers’ sentiment rather than reacting to them.
We're on a journey from being pretty reactive to trying to be as proactive as possible at leveraging Planhat to the tilt to get to that proactive level within our business.”
“
[
]
An Adoptable Platform
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how Planhat has been readily adopted by the entire Customer Experience team as a result of its modern interface and workflow depth.
Health scoring is a key use of Planhat for the team, enabling them to understand the flow of customer business they have, where risk lies and why. Now, they are able to be more proactive and preempt customers’ sentiment rather than reacting to them.
We're on a journey from being pretty reactive to trying to be as proactive as possible at leveraging Planhat to the tilt to get to that proactive level within our business.”
“
[
]
An Adoptable Platform
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how Planhat has been readily adopted by the entire Customer Experience team as a result of its modern interface and workflow depth.
Velocity Global's goal was to have a single pane of glass, where the work happens, with data ingested from elsewhere when needed. The team is now able to quickly move from enablement and launch to execution, measuring business outcomes with ease.
Our ability to launch programmatic elements with our team, support them through Planhat, and then to see the quick adoption and then benefits through Business Metrics has been a game changer for us.”
“
[
]
Doing More With Less
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how by consolidating and standardizing the organization's technology stack, Planhat empowers them to serve more customers, more efficiently than ever.
Velocity Global's goal was to have a single pane of glass, where the work happens, with data ingested from elsewhere when needed. The team is now able to quickly move from enablement and launch to execution, measuring business outcomes with ease.
Our ability to launch programmatic elements with our team, support them through Planhat, and then to see the quick adoption and then benefits through Business Metrics has been a game changer for us.”
“
[
]
Doing More With Less
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how by consolidating and standardizing the organization's technology stack, Planhat empowers them to serve more customers, more efficiently than ever.
Velocity Global's goal was to have a single pane of glass, where the work happens, with data ingested from elsewhere when needed. The team is now able to quickly move from enablement and launch to execution, measuring business outcomes with ease.
Our ability to launch programmatic elements with our team, support them through Planhat, and then to see the quick adoption and then benefits through Business Metrics has been a game changer for us.”
“
[
]
Doing More With Less
Chief Customer Success Officer at Global HR Platform, Velocity Global, explains how by consolidating and standardizing the organization's technology stack, Planhat empowers them to serve more customers, more efficiently than ever.
Velocity Global was building CS from the ground up inside a sprawl of Salesforce, Slack, spreadsheets and other tools. Planhat became the single pane of glass for post-sales, helping the team use health scoring and programmatic workflows to move from reactive coverage toward proactive retention and growth.
Share
Velocity Global was building CS from the ground up inside a sprawl of Salesforce, Slack, spreadsheets and other tools. Planhat became the single pane of glass for post-sales, helping the team use health scoring and programmatic workflows to move from reactive coverage toward proactive retention and growth.
Share
Velocity Global was building CS from the ground up inside a sprawl of Salesforce, Slack, spreadsheets and other tools. Planhat became the single pane of glass for post-sales, helping the team use health scoring and programmatic workflows to move from reactive coverage toward proactive retention and growth.
Share
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.
request a demo
Meet your new system of action
Book a 30-minute call to discover why Planhat is the #1 platform for capturing demand, converting revenue and compounding customer value — from pipeline to lifetime.