A Planhat instance built around your revenue model, not around the default template.
New implementation or rescue of one that stalled. We design the operating model first, then the data model and integrations, then scoring and automation, and we build dashboards last, because that is the only order that produces numbers your team keeps trusting after launch.
Most stalled rollouts share the same order of operations.
The software is rarely the problem. Teams configure the tool before they have decided how the operation should work, and by the time the mistakes surface the instance has lost the credibility it needs to survive.
Dashboards were built first
Leadership wanted visibility, so views went up on top of a data model nobody had validated. The first visibly wrong number in a meeting cost the platform its credibility, and the team quietly went back to spreadsheets.
Everything was migrated at once
Every field, note and workflow from the old CRM came across on day one, along with all the bad data and broken process it carried. Time to value slipped by months.
Automations fired before scoring was calibrated
Playbooks triggered on segments and scores that had never been tested by hand. The wrong message reached the wrong account at the wrong time, which is worse than no automation.
The CSMs were not in the room
Ops or leadership ran the build and the people who use the tool daily inherited it at launch. Workflows did not match how they actually work, so adoption died in weeks.
Hierarchies were flattened
Parent companies, business units and projects were loaded as flat accounts, so top-level usage and revenue were either missing or counted twice.
Operating model first. Dashboards last.
A sequence that has held up across new builds and rescues. Each phase produces something usable on its own and a natural decision point before the next.
Operating model design
Weeks 1 to 2Segments, lifecycle phases per segment, touchpoints, triggers and handoffs, and the decisions each role needs the data to support. Whiteboard work, written up as the document the instance will be built to carry.
Data model and integrations
Weeks 3 to 4Objects, custom properties, hierarchy and propagation rules designed to match the operating model. Integrations with the CRM, billing, product analytics and warehouse, with a data dictionary that names the source of truth for every field. Start clean, backfill history once the model is proven.
Scoring and segmentation
Weeks 5 to 6A first health model with three or four dimensions, run in parallel against whatever you use today and adjusted against real outcomes before anyone trusts it. Segmentation logic that drives touch model, playbooks and workload.
Playbooks and automation
Weeks 7 to 8Two or three high-impact workflows, typically onboarding, risk escalation and renewal prep, run manually for one cycle then automated. Each has a trigger, actions, an owner and success criteria written down, or it does not ship.
Dashboards, enablement, handover
Weeks 9 to 10Views built on data that is flowing, scores that are calibrated and workflows that are running. Role-based enablement for CSMs, managers and leadership, and a documented handover your team can maintain.
Deliverables you can point to.
Every item is handed over in your tools, walked through on a call, and accepted against written criteria before the final invoice.
Segments, lifecycle, touch model, triggers, ownership and the decisions the platform must support.
Objects, properties, hierarchy, propagation direction and source of truth for every integrated field.
CRM, billing, product analytics and warehouse connections with validation rules and documented failure modes.
Dimensions, weights, thresholds and the parallel-run comparison that justified them.
Each with trigger, action, owner, success criteria and a rollback plan.
CSM, manager and leadership views that reconcile to the CRM and to each other.
Recorded walkthroughs, written guides in your tools, and a thirty-minute handover per phase.
This is the right engagement if
- You are moving to Planhat, or you are on it and adoption has stalled
- You have real data in a CRM, billing and product analytics that has never been joined properly
- Leadership expects CS to own retention and expansion numbers
- You want your own team able to maintain the instance afterwards
Look elsewhere if
- You need a general CRM admin on an hourly basis
- Nobody internally owns the operating model decisions
- You want a dashboard this week and the data model can wait
- You are looking for someone to run the CS team rather than build its system
Specifics.
Can you rescue an instance rather than start over?
Usually, and usually faster. A rescue starts with the estate audit: every automation, property and integration mapped, then a decision on what to keep, consolidate or rebuild. Most instances have salvageable structure under a layer of unowned automations.
How much of our team's time does it take?
A weekly thirty-minute direction call, async questions in a shared Slack channel, and a decision owner who can answer operating model questions within a day or two. Enablement sessions in the final phase are the only significant time ask on CSMs.
Do you work in production?
Most Planhat instances have no sandbox, so yes. Every change ships with a written rollback plan communicated before deployment, and nothing outside the agreed scope is touched without written approval.
What integrations have you worked with?
HubSpot, Chargebee via BigQuery, Mixpanel, Salesforce, Intercom, and warehouse-fed pipelines. The data engineering background means custom REST integrations and ETL are in scope, not a referral.
What if we need the sequence compressed?
It can be compressed by tightening scope, not by skipping phases. Building dashboards before the data model is validated is the failure mode we exist to prevent.
Often paired with
Automation and data architecture
Audit, catalogue and consolidate the automation estate; build rollups that reconcile.
Read more PredictionHealth scoring
A model built from your churn history and validated on a holdout set.
Read more Entry pointPlanhat estate audit
Two weeks, a written map of the instance, a ranked fix list, a fixed-fee proposal.
Read moreTell us what the instance is supposed to answer.
Thirty minutes on your segments, your data sources and your current setup. You will leave with a sequence and a fixed-fee proposal within two business days if there is a fit.