Case Study: Birdie saves at-risk customers with Planhat

Birdie - Customer Case Study

Birdie, a home healthcare technology scale-up, needed a better way to manage a growing number of small customers without adding headcount. The team lacked clear information on which customers to contact and when, which made it difficult to identify at-risk customers early and led to reactive, inefficient engagement. Birdie used Planhat’s customer health and workflow capabilities, including Data Explorer, Health Lab, and Feeds, to improve visibility into onboarding and customer health.

With Planhat, Birdie built automated processes to flag customers based on product usage, onboarding milestones, and health scores, enabling the team to intervene sooner and more consistently. The result was close to 70% of at-risk SME onboarding customers saved before churn, along with more than 100 hours saved in the first month and 92% less time spent on handovers. Birdie also reported saving about 20 minutes per day per team member by no longer digging through reports to find health data and decide who to contact next.

Birdie

Jacqueline Roepers

Growth Principal