Case Study: Qulture.Rocks achieves onboarding NPS of 78 and 80% faster handovers with Planhat

How Qulture.Rocks Achieved An Nps Of 78 With Planhat

Qulture.Rocks, a San Francisco–based provider of people management and performance software, faced inconsistent customer management processes and inefficient use of customer data—important notes and action items were buried in long emails and meetings. They turned to Planhat’s customer platform, using features like the Customer Portal, Playbooks and Dashboards to standardize workflows and improve onboarding and account handovers.

Planhat implemented a branded Customer Portal, Playbooks, automated tasks and centralized dashboards to align teams and customers, streamline onboarding, and surface accounts needing attention. As a result, Qulture.Rocks’ onboarding NPS rose from 74 to 78, response rate increased from 38% to 54% in three months, and handover time fell from about 2 hours to 20 minutes (roughly an 80% time saving), while internal processes and the overall customer experience improved.

Qulture.Rocks

Fernanda Portes

Customer Success Manager