Case Study: PLAATO improves customer health and reduces churn with Custify

How Plaato automated their CS processes, boosted their core customers’ health scores, and improved their NPS

PLAATO, a provider of industrial IoT solutions for the brewing industry, faced challenges with its manual customer success processes, which relied on Google Sheets and HubSpot. The company lacked insights into customer behavior and product usage, making targeted messaging and efficient onboarding difficult. To support its growth, PLAATO needed a purpose-built solution and turned to Custify for help.

By implementing Custify, PLAATO automated its processes and integrated the platform with its backend for deep customer insights. The vendor's solution provided customer segmentation, lifecycle tracking, and health scores, enabling proactive success decisions. The results for PLAATO included improved customer satisfaction and health scores, reduced churn, a boosted NPS, and significant time savings through automated playbooks.

PLAATO

Abi Rydland

Customer Success Manager