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Discussing the Numbers

Papirfly:
Elevating Customer Success with Usaylect

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Usay:
The Challenge

Papirfly, a leading provider of brand management solutions, faced growing challenges with its Customer Success (CS) operations. Initially, the organisation had adopted HubSpot as an all-in-one solution, but over time, it struggled to meet the evolving demands of the CS teams.


Several key issues were identified:

  • Limited Functionality: As a sales-centric tool, HubSpot lacked the depth required to support critical CS workflows such as strategic planning and customer health monitoring.

  • Fragmented Processes: Teams relied on a combination of disjointed tools, including Google Drive and Trello, which created inefficiencies and operational silos.

  • Lack of a Unified Customer View: Gaining a 360-degree view of customer health, communication, and engagement required significant manual effort

  • Scalability Issues: As Papirfly expanded regionally and globally, HubSpot struggled to keep up with the company’s growth.


Papirfly needed a Customer Success platform that could centralise processes, automate workflows, and support its global ambitions.

Usaylect collaborated with Papirfly to design and execute a comprehensive vendor selection process tailored to its goals. The approach followed a clear three-stage framework:

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  1. Usay: Discovery and Requirements Gathering

    • Facilitated workshops with a cross-regional steering committee to identify key pain points and define measurable objectives.

    • Created a detailed list of requirements, including dashboard tracking, global scalability, customer health monitoring, and seamless integration with existing tools.
       

  2. WeResearch: Vendor Sourcing and Evaluation

    • Leveraged Usaylect’s market knowledge to shortlist potential vendors using data from platforms such as G2, Gartner, and Capterra.

    • Assessed vendors based on key priorities, including price, scalability, and cultural fit with Papirfly’s internal teams.
       

  3. Uselect: Vendor Review and Selection

    • Coordinated live demonstrations with shortlisted vendors, focusing on how each platform met Papirfly’s needs.

    • Designed a collaborative scoring and ranking process, ensuring all stakeholders were aligned on the final selection.

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WeResearch:
Our Approach

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Uselect:
The Solution

After an extensive and objective selection process, Planhat was chosen as the best platform to support Papirfly's Customer Success strategy.

 

The key reasons for this decision included:

  • Robust Functionality: Planhat provided enhanced features for customer health tracking, customer communications, and performance reporting.

  • Seamless Integration: It offered a two-way data feed with HubSpot, ensuring all critical customer data remained synchronised.

  • Scalability: The platform’s architecture was designed to support Papirfly’s regional and global growth plans.

  • Cultural Fit: With a user-friendly interface and flexible workflows, Planhat was easily adopted by internal teams, ensuring a smooth transition.

The Results

With Planhat as its core platform, Papirfly achieved significant improvements in operational efficiency, customer insights, and future scalability.

 

Key results included:

  • Streamlined Operations: Centralised Customer Success workflows, eliminating the need for disjointed tools like Google Drive and Trello.

  • Improved Visibility: A unified 360-degree view of customer activity and health metrics, allowing for better customer planning and proactive engagement.

  • Enhanced Regional Collaboration: Standardised processes across multiple regions, improving alignment between Papirfly's UK and Norway teams.

  • Future-Proofing: A scalable solution with a clear roadmap for transitioning to an enterprise-wide agreement.

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​Looking Ahead
To support ongoing success, Usaylect recommended the following actions for Papirfly:
 

  • Platform Ownership: Appoint a dedicated platform owner to oversee data quality, integration, and platform usage.

  • Global Rollout: Standardise implementation across global teams to ensure consistent processes and seamless adoption.

  • Leverage Integrations: Maximise Planhat’s integration capabilities to enhance efficiency and reduce customer churn.

How Usaylect can help you

Struggling to find the right platform for your needs?

 

Usaylect combines industry expertise with a structured, transparent approach to vendor selection, ensuring you find the perfect solution to support your growth.

 

Let’s transform your operations together.

© 2024 Usaylect

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