Case Study: Cognigy scales customer success and maintains strong NRR with Planhat

Cognigy - Customer Case Study

Cognigy turned to Planhat as its post-sale customer success team grew and needed better visibility into customer journeys, contract cycles, renewal phases, and expansion opportunities. As the company scaled from a small team to a larger workforce, limited insight into customer status made it harder to engage proactively and manage renewals, upsells, and cross-sells effectively.

Planhat provided Cognigy with customer success tools including automations, health monitoring, integrations, analytics, reporting, and NPS surveys. With Planhat, Cognigy gained real-time visibility across its customer base, improved team alignment, and saved an estimated 2–4 hours per week per CSM, while maintaining the same high Net Revenue Retention as it scaled.

Cognigy

Matt Greenslade

Customer Success Director