OneSource Virtual (OSV), the leading provider of services for Workday, delivers patented in-tenant technology and expert services that efficiently automate the administrative, transactional tasks of Workday payroll, taxes, payments, and benefits.
Anjolyn Parrott, Sr. Director of Customer Success Operations at OSV, shares insights about collaborating with nCloud Integrators to implement Planhat in just four months. She discusses how a phased approach, coupled with change management techniques, facilitated a seamless transition and empowered her team.
What were you looking to accomplish with your Planhat implementation?
As a company, we recognized the need for a Customer Success Platform (CSP) to support our growth. Our goals were to provide CSMs with clear dashboards and portfolio insights for strategic planning, enable proactive engagement and efficiency through automation, and ensure scalability to support our expanding needs. While Salesforce worked well for sales, it didn’t meet our customer success requirements. Planhat offered the tools and scalability we needed to manage accounts effectively and focus on strategic growth.
nCloud Integrators’ extensive experience with Planhat made a significant difference, as this was our first major platform implementation. We were able to go live with the first phase in four months, and the feedback from our CSMs has been overwhelmingly positive. They appreciate how the platform simplifies their work, and they are excited to gain more functionality as we roll out additional features.
What was the biggest advantage of using nCloud Integrators to help with your Planhat implementation?
Working with nCloud Integrators was a phenomenal experience. We just clicked with their team, and their responsiveness, collaboration, and partnership with Planhat made the process seamless. We truly felt like they were in our corner every step of the way.
Why did you take a phased approach, and what were the benefits?
nCloud recommended a phased approach to help our team of 35 CSMs, each with different learning styles, adapt to the new platform gradually. This strategy allowed us to focus on building confidence and drive adoption step by step. In Phase 1, we established the foundation with simplified portfolio views, CSM assignments, onboarding workflows, and Strategic Business Review cadence automation. Phase 2 will focus on growth, introducing advanced workflow automation and communication enhancements, and Phase 3 will incorporate behavioral triggers and enhanced visibility for internal teams.
Can you talk about that a little bit about the Change Management Strategy assistance provided by nCloud?
nCloud provided invaluable change management recommendations for new system implementations based on their experience with other clients.They shared practical ideas and best practices, which we would not have considered otherwise. In addition, our Customer Success Enablement Manager worked closely with nCloud to focus on training, ensuring the team had the resources they needed. The entire process helped us embrace new behaviors and procedures, which is critical during a system change.
Did nCloud Integrators help you overcome any difficult hurdles?
Yes, our Salesforce instance was complex, with multiple owners and configurations. nCloud helped us untangle and map the data, recommending best practices for moving forward. Their expertise in both Salesforce and Planhat ensured we set up a solid foundation.
What makes your implementation unique?
Unlike many customer success teams that work for SaaS companies with subscription models, we are a service-based organization. We aligned everything with our service-focused business model, which required CSP customizations for things like Strategic Business Reviews and lifecycle management.
How are you using automation to make your organization more efficient?
This new automation has been a game-changer for us. For example our CSMs are notified automatically when Strategic Business Reviews are due based on the customer’s tier and past reviews. This will help our CSMs manage their portfolios and have a better engagement with every customer based on their desired outcomes and priorities.
We’ve also streamlined new customer assignments—CSMs are automatically notified without relying on manual emails. These automations have significantly reduced administrative tasks, allowing our team to focus on meaningful customer interactions.
Any tips for other companies implementing Planhat?
nCloud provides technical expertise, but it was beneficial to have an internal data specialist with a deep understanding of our Salesforce instance and other data systems. In addition, I would recommend engaging a group of “change champions” early in the process. These advocates can help refine your CSP features and assist in driving adoption across the team.
コメント