How UserTesting Strengthens Customer Risk Management with Planhat
Usertesting
Usertesting
1001-5000 Employees
Enterprise
1001-5000 Employees
Enterprise
Headquarters
San Francisco, USA
Headquarters
San Francisco, USA
Switched to Planhat
2024
Switched to Planhat
2024
HighlightED Processes
UserTesting is a customer insights platform that helps businesses understand how people experience their products and services. Its post-sales team needed shared data and clearer customer health signals to prioritize accounts, identify risk, and guide customer conversations.
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Challenge
After merging two businesses, UserTesting needed customer success infrastructure that could support a larger team, more complex data and new ways of working. Its existing platform, Totango, served it when the company was smaller, but as the CS team quadrupled in size, data structure, permissioning, and usability became increasingly important.
CSMs and leaders were struggling to find information quickly enough, while teams worked in disparate spreadsheets. Reporting offered limited visibility across functions, making it difficult to connect account signals with their wider context.
UserTesting needed a platform that would make customer information accessible, support cross-functional reporting and enable teams to turn data into clear priorities.
One of the things we were missing from Totango was the data structure, but also the ease of use.”
“
Share
After merging two businesses, UserTesting needed customer success infrastructure that could support a larger team, more complex data and new ways of working. Its existing platform, Totango, served it when the company was smaller, but as the CS team quadrupled in size, data structure, permissioning, and usability became increasingly important.
CSMs and leaders were struggling to find information quickly enough, while teams worked in disparate spreadsheets. Reporting offered limited visibility across functions, making it difficult to connect account signals with their wider context.
UserTesting needed a platform that would make customer information accessible, support cross-functional reporting and enable teams to turn data into clear priorities.
One of the things we were missing from Totango was the data structure, but also the ease of use.”
“
After merging two businesses, UserTesting needed customer success infrastructure that could support a larger team, more complex data and new ways of working. Its existing platform, Totango, served it when the company was smaller, but as the CS team quadrupled in size, data structure, permissioning, and usability became increasingly important.
CSMs and leaders were struggling to find information quickly enough, while teams worked in disparate spreadsheets. Reporting offered limited visibility across functions, making it difficult to connect account signals with their wider context.
UserTesting needed a platform that would make customer information accessible, support cross-functional reporting and enable teams to turn data into clear priorities.
“One of the things we were missing from Totango was the data structure, but also the ease of use.”
Solution
UserTesting evaluated around six vendors through a structured scoring process. Among other factors, Planhat came out ahead on usability, giving the team clear evidence to support its recommendation to leadership. The team wanted to bring customer risks together with their supporting context and understand how activity across functions connected.
Planhat combined everyday accessibility with deeper configuration options, including permissions, custom data models and frontier AI capabilities. Its technical account management partnership also helped UserTesting meet enterprise requirements beyond standard reporting, such as identifying call participants by role and analyzing engagement across account teams.
It was easy for us to explain to our leadership why we went with Planhat, because the truth was in the data.”
“
Share
UserTesting evaluated around six vendors through a structured scoring process. Among other factors, Planhat came out ahead on usability, giving the team clear evidence to support its recommendation to leadership. The team wanted to bring customer risks together with their supporting context and understand how activity across functions connected.
Planhat combined everyday accessibility with deeper configuration options, including permissions, custom data models and frontier AI capabilities. Its technical account management partnership also helped UserTesting meet enterprise requirements beyond standard reporting, such as identifying call participants by role and analyzing engagement across account teams.
It was easy for us to explain to our leadership why we went with Planhat, because the truth was in the data.”
“
UserTesting evaluated around six vendors through a structured scoring process. Among other factors, Planhat came out ahead on usability, giving the team clear evidence to support its recommendation to leadership. The team wanted to bring customer risks together with their supporting context and understand how activity across functions connected.
Planhat combined everyday accessibility with deeper configuration options, including permissions, custom data models and frontier AI capabilities. Its technical account management partnership also helped UserTesting meet enterprise requirements beyond standard reporting, such as identifying call participants by role and analyzing engagement across account teams.
“It was easy for us to explain to our leadership why we went with Planhat, because the truth was in the data.”
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
Over two years, UserTesting has built a shared data foundation that supports customer decisions, team coaching and risk management. Leaders enter account discussions with the relevant information already available, CSMs have clearer priorities, and updated health scores help teams challenge assumptions about customer relationships.
AI adds another source of insight. A risk analysis agent runs across all Gong calls, including conversations a CSM did not attend, bringing more customer signals into the account picture. Combined with engagement reporting and health scoring, this helps teams assess risk using evidence from across the entire customer relationship.
The result is a more accountable way of working. Leadership has established Planhat as the place where customer activity must be recorded, making shared visibility part of the operating process.
Planhat has empowered us to be able to actually see the data in a way that makes it actionable.”
“
Share
Over two years, UserTesting has built a shared data foundation that supports customer decisions, team coaching and risk management. Leaders enter account discussions with the relevant information already available, CSMs have clearer priorities, and updated health scores help teams challenge assumptions about customer relationships.
AI adds another source of insight. A risk analysis agent runs across all Gong calls, including conversations a CSM did not attend, bringing more customer signals into the account picture. Combined with engagement reporting and health scoring, this helps teams assess risk using evidence from across the entire customer relationship.
The result is a more accountable way of working. Leadership has established Planhat as the place where customer activity must be recorded, making shared visibility part of the operating process.
Planhat has empowered us to be able to actually see the data in a way that makes it actionable.”
“
Over two years, UserTesting has built a shared data foundation that supports customer decisions, team coaching and risk management. Leaders enter account discussions with the relevant information already available, CSMs have clearer priorities, and updated health scores help teams challenge assumptions about customer relationships.
AI adds another source of insight. A risk analysis agent runs across all Gong calls, including conversations a CSM did not attend, bringing more customer signals into the account picture. Combined with engagement reporting and health scoring, this helps teams assess risk using evidence from across the entire customer relationship.
The result is a more accountable way of working. Leadership has established Planhat as the place where customer activity must be recorded, making shared visibility part of the operating process.
“Planhat has empowered us to be able to actually see the data in a way that makes it actionable.”
UserTesting has made Planhat the starting point for customer questions. Account context, engagement information and Gong call data come together in a shared view, helping teams understand a risk alongside the information needed to investigate it.
Each platform in the wider stack has a defined role. Salesforce and Tableau feed into Planhat, which connects all the customer context that teams need for everyday decisions and action, reducing the need to search across systems.
This foundation reflects sustained work to bring the right data together after the merger. Dashboards provide a familiar way to access information, supporting the move away from spreadsheet-based working towards reporting that can scale.
Planhat is built to be able to get a 360 view of what’s going on with the customer.”
“
UserTesting has made Planhat the starting point for customer questions. Account context, engagement information and Gong call data come together in a shared view, helping teams understand a risk alongside the information needed to investigate it.
Each platform in the wider stack has a defined role. Salesforce and Tableau feed into Planhat, which connects all the customer context that teams need for everyday decisions and action, reducing the need to search across systems.
This foundation reflects sustained work to bring the right data together after the merger. Dashboards provide a familiar way to access information, supporting the move away from spreadsheet-based working towards reporting that can scale.
Planhat is built to be able to get a 360 view of what’s going on with the customer.”
“
UserTesting has made Planhat the starting point for customer questions. Account context, engagement information and Gong call data come together in a shared view, helping teams understand a risk alongside the information needed to investigate it.
Each platform in the wider stack has a defined role. Salesforce and Tableau feed into Planhat, which connects all the customer context that teams need for everyday decisions and action, reducing the need to search across systems.
This foundation reflects sustained work to bring the right data together after the merger. Dashboards provide a familiar way to access information, supporting the move away from spreadsheet-based working towards reporting that can scale.
Planhat is built to be able to get a 360 view of what’s going on with the customer.”
“
Dedicated dashboards give CS leaders a clear view of their teams’ portfolios before one-on-ones begin. They can see recent account updates, how long it has been since a customer conversation and where CSMs are spending their time.
That visibility means that coaching is more tailored. Leaders and CSMs can review the same evidence, question gaps in engagement and agree where attention is needed. It also helps challenge confirmation bias, bringing a shared account picture into conversations that might previously have relied on individual interpretation.
The benefits extend to new leadership; a recently appointed CS leader could immediately and comprehensively explore the team, its portfolio and customer activity. Over time, engagement reporting also gives UserTesting a stronger basis for understanding which activities matter most and allocating resources accordingly.
We’ve been able to make dashboards that really makes it easy for us to see where CSMs are spending their time, who they’re spending their time with, and then being able to be more data-driven.”
“
Dedicated dashboards give CS leaders a clear view of their teams’ portfolios before one-on-ones begin. They can see recent account updates, how long it has been since a customer conversation and where CSMs are spending their time.
That visibility means that coaching is more tailored. Leaders and CSMs can review the same evidence, question gaps in engagement and agree where attention is needed. It also helps challenge confirmation bias, bringing a shared account picture into conversations that might previously have relied on individual interpretation.
The benefits extend to new leadership; a recently appointed CS leader could immediately and comprehensively explore the team, its portfolio and customer activity. Over time, engagement reporting also gives UserTesting a stronger basis for understanding which activities matter most and allocating resources accordingly.
We’ve been able to make dashboards that really makes it easy for us to see where CSMs are spending their time, who they’re spending their time with, and then being able to be more data-driven.”
“
Dedicated dashboards give CS leaders a clear view of their teams’ portfolios before one-on-ones begin. They can see recent account updates, how long it has been since a customer conversation and where CSMs are spending their time.
That visibility means that coaching is more tailored. Leaders and CSMs can review the same evidence, question gaps in engagement and agree where attention is needed. It also helps challenge confirmation bias, bringing a shared account picture into conversations that might previously have relied on individual interpretation.
The benefits extend to new leadership; a recently appointed CS leader could immediately and comprehensively explore the team, its portfolio and customer activity. Over time, engagement reporting also gives UserTesting a stronger basis for understanding which activities matter most and allocating resources accordingly.
We’ve been able to make dashboards that really makes it easy for us to see where CSMs are spending their time, who they’re spending their time with, and then being able to be more data-driven.”
“
UserTesting rebuilt its health scoring in Planhat to assess a broader set of factors, including engagement and recency of contact. The new approach gives teams evidence to test long-held assumptions about accounts and to understand why a relationship may need attention.
A risk analysis agent extends that visibility across all Gong calls. Conversation-level assessments become structured information that can sit alongside customer health. Human review remains part of UserTesting’s approach, enabled by Planhat’s human-in-the-loop capabilities.
Risk can now be considered as something that changes throughout a contract, with signals tracked over time. This gives teams a more consistent basis for discussing whether an account is improving or deteriorating and deciding where to focus.
The team is currently building out AI-recommended actions, automated QBR preparation, and proactive risk-raising for accounts without assigned CSMs.
The way we’re applying AI the most right now with Planhat is to get ahead of risk.”
“
UserTesting rebuilt its health scoring in Planhat to assess a broader set of factors, including engagement and recency of contact. The new approach gives teams evidence to test long-held assumptions about accounts and to understand why a relationship may need attention.
A risk analysis agent extends that visibility across all Gong calls. Conversation-level assessments become structured information that can sit alongside customer health. Human review remains part of UserTesting’s approach, enabled by Planhat’s human-in-the-loop capabilities.
Risk can now be considered as something that changes throughout a contract, with signals tracked over time. This gives teams a more consistent basis for discussing whether an account is improving or deteriorating and deciding where to focus.
The team is currently building out AI-recommended actions, automated QBR preparation, and proactive risk-raising for accounts without assigned CSMs.
The way we’re applying AI the most right now with Planhat is to get ahead of risk.”
“
UserTesting rebuilt its health scoring in Planhat to assess a broader set of factors, including engagement and recency of contact. The new approach gives teams evidence to test long-held assumptions about accounts and to understand why a relationship may need attention.
A risk analysis agent extends that visibility across all Gong calls. Conversation-level assessments become structured information that can sit alongside customer health. Human review remains part of UserTesting’s approach, enabled by Planhat’s human-in-the-loop capabilities.
Risk can now be considered as something that changes throughout a contract, with signals tracked over time. This gives teams a more consistent basis for discussing whether an account is improving or deteriorating and deciding where to focus.
The team is currently building out AI-recommended actions, automated QBR preparation, and proactive risk-raising for accounts without assigned CSMs.
The way we’re applying AI the most right now with Planhat is to get ahead of risk.”
“
Before Planhat, UserTesting’s teams struggled to find customer context and challenge account assumptions. Today, shared dashboards, measurable health signals and call analysis agents support clearer priorities and stronger risk management, with a foundation for further automation.
Before Planhat, UserTesting’s teams struggled to find customer context and challenge account assumptions. Today, shared dashboards, measurable health signals and call analysis agents support clearer priorities and stronger risk management, with a foundation for further automation.
Before Planhat, UserTesting’s teams struggled to find customer context and challenge account assumptions. Today, shared dashboards, measurable health signals and call analysis agents support clearer priorities and stronger risk management, with a foundation for further automation.
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.