Vibe.co's customer teams maximize customer value through better customer management in Planhat

The Mission

Vibe.co benefited from external expertise to help them implement Planhat in the best possible way by:

• Rethinking its customer journey to be more proactive in customer contact, right from the Onboarding phase.
• Drafting a specialized customer team organization to better anticipate recruitment needs this year.
• Defining the best operational and business KPIs to monitor in order to better control team efficiency.
• Tracking the right usage data to trigger meaningful customer contacts.
• Clarifying the architecture of tools to better centralize information on customer contacts, whatever the channel (mail, chat, tel, other).

The mission was carried out in 3 phases:

Phase 1

Audit and recommendations on their CS journey and processes

🎯 Objectives:

• Identify & analyze the current customer lifecycle through organization, enablement, processes, tools and KPIs.
• Identify key areas for improvement and build the RevOps roadmap to address them
• Design the target high-level organization, the new customer journey and the KPIs to be monitored in preparation for Planhat integration.

Phase 2

Initial deployment & reaction based alerts on Planhat

🎯 Objectives:

• Implement recommendations from phase 1 in Planhat;
• Connect their CRM (SFDC) and data warehouse into one unified system;
• Build a proactive approach by building a set of alerts based on KPI;
• Highlight underperforming accounts for CSMs to take actions;

Phase 3

Workflows & proactive management

🎯 Objectives:

• Better monitor and improve proactive management for "at risk" accounts through dedicated workflows in Planhat;
• Monitor accounts for performance and upsell potential;
• Build best practice actions using Planhat to optimize each CSM's day-to-day.

Customer feedback

When and why did you choose to partner with Ocobo?

We are a startup that needed to spin up resources for our Customer Success team quickly and easily. We called on Ocobo to help launch that team successfully and ensure that their tools and processes were set up for success.

What challenges did Ocobo address and how did they approach them?

Ocobo helped us connect our sales, customer success, and product systems together so that we had the best possible data to use for customer segmentation and CSM-driven outreach. They worked with us to understand our goals, clarify our technical and business requirements, and then execute the build.

This effort helped us build better alignment to customers within our Customer Success team, and ultimately deliver a better customer experience. They were organized and thorough in their approach, accounting for nuances in our data, and specific requirements around our response times and proactive signals for outreach.

What did Ocobo bring to Vibe.co?

Ocobo was able to help us go from vision to concrete deliverable in a matter of weeks. They were able to help identify dependencies and create customization that was specific to our goals. Ultimately, Ocobo helped us move from 0 to 1 on implementing broad changes for our Customer Success motion, which gave us a solid foundation for iteration.