Case Study: Toon Boom Animation achieves customer expansion and reduced churn with Planhat

How Toon Boom turned customers from the risk of churn to expanding

Toon Boom Animation, the global Canadian leader in animation production and storyboarding software, faced a growing subscription-era challenge: a broad mix of B2B, B2C and B2G customers, siloed data across Salesforce, Zendesk and other tools, and rising churn that was hard to prioritize and act on. Toon Boom chose the Planhat customer platform to give stakeholders a 360° view of customers and to standardize tracking, plays and automations across a complex product and customer landscape.

Planhat was implemented as a flexible, self-configurable platform—integrating data, creating playbooks, triggers and segmented health scores, and providing out-of-the-box revenue reporting and unlimited seating—without needing additional developers. As a result, Toon Boom shifted customers from churn risk to expansion, gained month‑over‑month visibility of MRR/NRR to demonstrate CS impact to executives, increased CS capacity so a small team handles more customers, and reduced operational and developer costs.

Toon Boom Animation

Marie-Ève Chartrand

Director of Customer Success