Case Study: Intelerad builds a scalable customer success operating model with Planhat

Intelerad saves 100+ hours in its first month with Planhat

Intelerad, an international medical imaging software provider, faced a challenge in scaling its post-sales customer success operations. Its individual customer success managers (CSMs) were effective but worked in isolation using disparate systems like Salesforce, spreadsheets, and various note-taking apps. This lack of a unified platform prevented a consistent approach to client management and made it difficult to spot opportunities or issues across the organization.

By implementing the Planhat customer success platform, Intelerad created a single source of truth for all client data. The solution provided shared context and effortless collaboration for CSMs, while giving leadership instant visibility into any customer's status. The results were significant; tasks were completed faster with fewer reminders, and a new Critical Care Team was built from the ground up within Planhat. This new team's success was so rapid that its standardized processes are now being retrofitted across the entire CS organization, enabling Intelerad to scale effectively while holding teams to a clear standard.

Intelerad