Case Study: Trustpilot saves hundreds of hours with Planhat

Trustpilot - Customer Case Study

Trustpilot, the global online review platform, needed a better way to manage customer communications and standardize processes across the customer journey. Their previous customer management solution had low adoption, and the team relied heavily on Outlook, spending too much time searching for and forwarding emails. They turned to Planhat for a customer success platform that would be easy to adopt and help scale their customer management operations.

With Planhat, Trustpilot implemented intuitive customer success workflows and automation for pricing notifications, winback, CSM changes, and campaign emails. The result was more than 100 hours saved in the first month alone, plus a 5–20% increase in outreach to at-risk customers across geographical segments. Planhat helped Trustpilot automate personalized communications at scale and engage customers more proactively.

Trustpilot

Lasse Thomsen

Head Customer Success Commercial Operations