Case Study: 8x8 improves retention forecasting and boosts NRR with Planhat

8x8 improves retention by 1–2% with Planhat

8x8, a cloud communications company, faced a significant challenge in forecasting customer retention due to its young Customer Success function and two decades of accumulated technical debt. They partnered with Planhat to gain a reliable understanding of their Net Revenue Retention (NRR) and churn forecast across their 60,000 customers.

Planhat provided a flexible solution that integrated the renewal opportunity with the wider context of each customer's activity, not just the opportunity record itself. This implementation resulted in a 1-2% higher NRR in the first year, a substantial financial impact for the company. Planhat also became the central hub for much of 8x8's post-sales technology stack, replacing and enhancing other tools.

8x8