How Greenspace Health Turned Customer Data into Company-Wide Intelligence
Greenspace Health
Greenspace Health
51-200 Employees
Scale-up
51-200 Employees
Scale-up
Headquarters
Canada
Headquarters
Canada
Switched to Planhat
2024
Switched to Planhat
2024
HighlightED Processes
Greenspace Health helps mental health providers track patient outcomes and use data to improve care. Its growing customer success team needed a scalable platform to unify customer data, automate routine work, and coordinate post-sales processes.
Share
Share
Challenge
Rapidly growing, Greenspace Health needed post-sales infrastructure that would match its ambitions. At the end of 2023, the team was managing CS inside Salesforce without a dedicated customer platform. There was no single customer view, no established CS metrics or KPIs, no segmentation and no NPS program.
Customer information requests from sales, marketing and product were funneled through CSMs. Limited visibility into account distribution and team capacity made resource planning difficult, and routine coordination took time away from building customer relationships.
Greenspace needed a scalable platform that would consolidate customer data, automate processes and support increasingly sophisticated workflows as the business grew.
Before Planhat, we had no source of truth, no single pane of glass.”
“
Share
Rapidly growing, Greenspace Health needed post-sales infrastructure that would match its ambitions. At the end of 2023, the team was managing CS inside Salesforce without a dedicated customer platform. There was no single customer view, no established CS metrics or KPIs, no segmentation and no NPS program.
Customer information requests from sales, marketing and product were funneled through CSMs. Limited visibility into account distribution and team capacity made resource planning difficult, and routine coordination took time away from building customer relationships.
Greenspace needed a scalable platform that would consolidate customer data, automate processes and support increasingly sophisticated workflows as the business grew.
Before Planhat, we had no source of truth, no single pane of glass.”
“
Rapidly growing, Greenspace Health needed post-sales infrastructure that would match its ambitions. At the end of 2023, the team was managing CS inside Salesforce without a dedicated customer platform. There was no single customer view, no established CS metrics or KPIs, no segmentation and no NPS program.
Customer information requests from sales, marketing and product were funneled through CSMs. Limited visibility into account distribution and team capacity made resource planning difficult, and routine coordination took time away from building customer relationships.
Greenspace needed a scalable platform that would consolidate customer data, automate processes and support increasingly sophisticated workflows as the business grew.
“Before Planhat, we had no source of truth, no single pane of glass.”
Solution
Greenspace evaluated twelve platforms, narrowing the field to five, then three, before selecting Planhat. Their priorities were a strong user experience, ease of use and the flexibility to grow alongside the business.
Planhat provided a foundation for connected customer data, automation and adaptable workflows. The team could establish its core post-sales processes, then progressively introduce more advanced capabilities, including AI-powered account summaries and early experiments with agents.
The partnership was equally important. Throughout the evaluation, Greenspace’s team recognized a shared understanding of customer success and a commitment to helping the function develop. That collaboration has extended across Planhat’s enablement, operations and support teams, including mentoring for Greenspace’s head of support and assistance with its Intercom implementation.
Together, the platform and partnership gave Greenspace a path from foundational customer visibility towards a more automated, AI-enabled operating model.
Having a real partner that would invest in and work with us in the long term was what we wanted and what we got.”
“
Share
Greenspace evaluated twelve platforms, narrowing the field to five, then three, before selecting Planhat. Their priorities were a strong user experience, ease of use and the flexibility to grow alongside the business.
Planhat provided a foundation for connected customer data, automation and adaptable workflows. The team could establish its core post-sales processes, then progressively introduce more advanced capabilities, including AI-powered account summaries and early experiments with agents.
The partnership was equally important. Throughout the evaluation, Greenspace’s team recognized a shared understanding of customer success and a commitment to helping the function develop. That collaboration has extended across Planhat’s enablement, operations and support teams, including mentoring for Greenspace’s head of support and assistance with its Intercom implementation.
Together, the platform and partnership gave Greenspace a path from foundational customer visibility towards a more automated, AI-enabled operating model.
Having a real partner that would invest in and work with us in the long term was what we wanted and what we got.”
“
Greenspace evaluated twelve platforms, narrowing the field to five, then three, before selecting Planhat. Their priorities were a strong user experience, ease of use and the flexibility to grow alongside the business.
Planhat provided a foundation for connected customer data, automation and adaptable workflows. The team could establish its core post-sales processes, then progressively introduce more advanced capabilities, including AI-powered account summaries and early experiments with agents.
The partnership was equally important. Throughout the evaluation, Greenspace’s team recognized a shared understanding of customer success and a commitment to helping the function develop. That collaboration has extended across Planhat’s enablement, operations and support teams, including mentoring for Greenspace’s head of support and assistance with its Intercom implementation.
Together, the platform and partnership gave Greenspace a path from foundational customer visibility towards a more automated, AI-enabled operating model.
“Having a real partner that would invest in and work with us in the long term was what we wanted and what we got.”
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
Planhat has become the operating foundation for customer success at Greenspace. Customer context is accessed directly by teams across the business, automated feedback workflows connect insight with action, and segmentation and capacity reporting support a scalable service model.
The implementation continues to evolve in phases. Alongside its established workflows, Greenspace is experimenting and building with AI in Planhat. Three Planhat-based AI hackathons within CS have helped involve the team in exploring new applications, while automated account summaries already give executives a faster route to customer context.
Planhat is unbelievably critical to our team. It’s the operating system for CS. I actually can’t imagine a world where we didn’t have that platform.”
“
Share
Planhat has become the operating foundation for customer success at Greenspace. Customer context is accessed directly by teams across the business, automated feedback workflows connect insight with action, and segmentation and capacity reporting support a scalable service model.
The implementation continues to evolve in phases. Alongside its established workflows, Greenspace is experimenting and building with AI in Planhat. Three Planhat-based AI hackathons within CS have helped involve the team in exploring new applications, while automated account summaries already give executives a faster route to customer context.
Planhat is unbelievably critical to our team. It’s the operating system for CS. I actually can’t imagine a world where we didn’t have that platform.”
“
Planhat has become the operating foundation for customer success at Greenspace. Customer context is accessed directly by teams across the business, automated feedback workflows connect insight with action, and segmentation and capacity reporting support a scalable service model.
The implementation continues to evolve in phases. Alongside its established workflows, Greenspace is experimenting and building with AI in Planhat. Three Planhat-based AI hackathons within CS have helped involve the team in exploring new applications, while automated account summaries already give executives a faster route to customer context.
“Planhat is unbelievably critical to our team. It’s the operating system for CS. I actually can’t imagine a world where we didn’t have that platform.”
Greenspace has brought together customer conversations, support tickets, tasks and workflows in Planhat, alongside a customer portal for onboarding. Salesforce fields, notes and contracts sync into Planhat, allowing the post-sales team to run their daily workflows in one place, with full pre-sales context.
This connected data foundation supports both company-wide visibility and emerging AI use cases. Sales and marketing leaders build personalized dashboards to identify advocates, understand customer success and explore product adoption. Meanwhile, executives preparing for escalation calls generate comprehensive account summaries through agents running in Planhat.
Customer context is now directly accessible to decision makers. As Greenspace develops its use of AI and automation, consolidated and structured information provides the foundation for more informed workflows that span the entire business.
That cross-org visibility and understanding of our customers is now democratic. Everybody has access to it.”
“
Greenspace has brought together customer conversations, support tickets, tasks and workflows in Planhat, alongside a customer portal for onboarding. Salesforce fields, notes and contracts sync into Planhat, allowing the post-sales team to run their daily workflows in one place, with full pre-sales context.
This connected data foundation supports both company-wide visibility and emerging AI use cases. Sales and marketing leaders build personalized dashboards to identify advocates, understand customer success and explore product adoption. Meanwhile, executives preparing for escalation calls generate comprehensive account summaries through agents running in Planhat.
Customer context is now directly accessible to decision makers. As Greenspace develops its use of AI and automation, consolidated and structured information provides the foundation for more informed workflows that span the entire business.
That cross-org visibility and understanding of our customers is now democratic. Everybody has access to it.”
“
Greenspace has brought together customer conversations, support tickets, tasks and workflows in Planhat, alongside a customer portal for onboarding. Salesforce fields, notes and contracts sync into Planhat, allowing the post-sales team to run their daily workflows in one place, with full pre-sales context.
This connected data foundation supports both company-wide visibility and emerging AI use cases. Sales and marketing leaders build personalized dashboards to identify advocates, understand customer success and explore product adoption. Meanwhile, executives preparing for escalation calls generate comprehensive account summaries through agents running in Planhat.
Customer context is now directly accessible to decision makers. As Greenspace develops its use of AI and automation, consolidated and structured information provides the foundation for more informed workflows that span the entire business.
That cross-org visibility and understanding of our customers is now democratic. Everybody has access to it.”
“
Greenspace has built an NPS program on Planhat, turning in-product feedback into a company-wide source of insight. Previously untracked, NPS is now one of the product team’s most important metrics.
An automation connects each response with a specific follow-up process, depending on their exact score, and every response is pushed to Slack, making customer feedback visible across the company. NPS also feeds customer health scoring alongside product activity and recent customer contact.
On top of this, a dedicated promoter view gives sales and marketing a broader pool of potential advocates for webinars and conferences. Where Greenspace once relied on the same two or three customers, the team now has visibility into hundreds, with advocacy engagements tracked in Planhat. Now, the team is building on this foundation with AI analysis of feedback and response patterns, allowing them to preempt customer behavior.
Now NPS is one of our product team’s most important metrics, and it’s 100% run from Planhat.”
“
Greenspace has built an NPS program on Planhat, turning in-product feedback into a company-wide source of insight. Previously untracked, NPS is now one of the product team’s most important metrics.
An automation connects each response with a specific follow-up process, depending on their exact score, and every response is pushed to Slack, making customer feedback visible across the company. NPS also feeds customer health scoring alongside product activity and recent customer contact.
On top of this, a dedicated promoter view gives sales and marketing a broader pool of potential advocates for webinars and conferences. Where Greenspace once relied on the same two or three customers, the team now has visibility into hundreds, with advocacy engagements tracked in Planhat. Now, the team is building on this foundation with AI analysis of feedback and response patterns, allowing them to preempt customer behavior.
Now NPS is one of our product team’s most important metrics, and it’s 100% run from Planhat.”
“
Greenspace has built an NPS program on Planhat, turning in-product feedback into a company-wide source of insight. Previously untracked, NPS is now one of the product team’s most important metrics.
An automation connects each response with a specific follow-up process, depending on their exact score, and every response is pushed to Slack, making customer feedback visible across the company. NPS also feeds customer health scoring alongside product activity and recent customer contact.
On top of this, a dedicated promoter view gives sales and marketing a broader pool of potential advocates for webinars and conferences. Where Greenspace once relied on the same two or three customers, the team now has visibility into hundreds, with advocacy engagements tracked in Planhat. Now, the team is building on this foundation with AI analysis of feedback and response patterns, allowing them to preempt customer behavior.
Now NPS is one of our product team’s most important metrics, and it’s 100% run from Planhat.”
“
Greenspace has moved from one flat model to distinct scaled and enterprise functions. Planhat enabled the team to establish segments, reassign accounts and understand the distribution of its customer base.
Weekly capacity reporting now informs resource planning and hiring, showing how many accounts each CSM manages and where workloads are approaching their limits. Portfolio views by health and usage help CSMs prioritize attention based on customer engagement.
As automation and AI capabilities develop, Greenspace aims to free even more time for executive engagement and building customer relationships.
Our aim is to build true trusted partner relationships, spending time with executives, and Planhat allows us to do this.”
“
Greenspace has moved from one flat model to distinct scaled and enterprise functions. Planhat enabled the team to establish segments, reassign accounts and understand the distribution of its customer base.
Weekly capacity reporting now informs resource planning and hiring, showing how many accounts each CSM manages and where workloads are approaching their limits. Portfolio views by health and usage help CSMs prioritize attention based on customer engagement.
As automation and AI capabilities develop, Greenspace aims to free even more time for executive engagement and building customer relationships.
Our aim is to build true trusted partner relationships, spending time with executives, and Planhat allows us to do this.”
“
Greenspace has moved from one flat model to distinct scaled and enterprise functions. Planhat enabled the team to establish segments, reassign accounts and understand the distribution of its customer base.
Weekly capacity reporting now informs resource planning and hiring, showing how many accounts each CSM manages and where workloads are approaching their limits. Portfolio views by health and usage help CSMs prioritize attention based on customer engagement.
As automation and AI capabilities develop, Greenspace aims to free even more time for executive engagement and building customer relationships.
Our aim is to build true trusted partner relationships, spending time with executives, and Planhat allows us to do this.”
“
Before Planhat, Greenspace relied on fragmented customer information and a single CS service model. Now, insights provided by consolidated data and AI agents enable their post-sales team to work proactively to deliver outcomes to their customers.
Before Planhat, Greenspace relied on fragmented customer information and a single CS service model. Now, insights provided by consolidated data and AI agents enable their post-sales team to work proactively to deliver outcomes to their customers.
Before Planhat, Greenspace relied on fragmented customer information and a single CS service model. Now, insights provided by consolidated data and AI agents enable their post-sales team to work proactively to deliver outcomes to their customers.
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.