Digital Customer Engagement
Customer Success at Planview
The Planview Customer Success organization is dedicated to helping our customers achieve better business outcomes and connect their business from ideas to impact, empowering smarter decisions with Planview solutions. We accomplish this by:
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Digital team
The Digital team consists of a pool of Customer Success Specialists (CSPs) that collectively will help your organization grow your adoption and maximize your value realization from the Planview Platform. This is a fully digital approach, and we are ready to help with one click. CSPs will:
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Value-adds of Customer Success Specialists
Planview Customer Success is committed to providing you with exceptional service and support, and our Customer Success Specialists (CSPs) are a key part of that commitment. Here are some of the value-adds that our CSPs offer:
Drive education of Planview solutions | Adoption and change management | Planview Customer Community | Ask us anything |
Drive education of Planview SolutionsWe at Planview believe that education and training are key to maximizing the value of Planview solutions. Our Customer Success Specialists are dedicated to driving education and offer several resources to help you better understand the capabilities of our solutions. Here are some details about our education initiatives:
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Adoption and change managementImplementing new software solutions can be a complex process, but our Customer Success Specialists are here to guide you every step of the way. We help to smooth the transition by providing guidance and support during the adoption process, and we help you manage any necessary organizational changes that need to be made.
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Customer CommunityWe manage and moderate a customer community where you can connect, share ideas and feedback, and learn from our experts and other power users while expanding your professional network. Join our Planview Customer Community today!
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Ask us anythingWe take pride in offering on-time support to our customers. Our Customer Success Specialists understand that prompt and efficient support is critical to your success, and we strive to provide you with the best service possible. Here are some details about our response times for different types of queries:
We understand that each inquiry is unique, and we strive to provide you with a timely and satisfactory resolution. If you require more urgent assistance, please let us know and we will do our best to expedite the query. We are committed to providing you with exceptional support and look forward to assisting you with any queries you may have. |
Customer Advocacy Program
Our Customer Success Specialists will celebrate your success stories and get your voice out there through The Planview Customer Advocacy Program (CAP) in either private or public forms. The program intakes requests from CSPs and matches them to our program, allowing you to participate in one or more activities. We’d be honored for you to represent your organization’s use of Planview by joining the CAP. |
Channels to engage
Email/Inquiry Support: You can send an email to our dedicated email address for assistance from the Digital team.
- Planview Portfolios – cs-enquiry-portfolios@planview.com
- Planview AdaptiveWork – cs-enquiry-aw@planview.com
- Planview Hub – cs-enquiry-hub@planview.com
- Planview PPM Pro - cs-enquiry-ppmpro@planview.com
- Planview Advisor - cs-enquiry-advisor@planview.com
FAQs
- What products or solutions can the Digital team help with?
The Digital team manages Planview AdaptiveWork, Planview Hub, Planview PPM Pro and Planview Portfolio customers. Future expansion of the team may allow the CSPs to work with other products.
- How can I reach out to the Digital team?
You can reach out to the Planview Digital team on the following email addresses:
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Planview Portfolios – cs-enquiry-portfolios@planview.com
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Planview AdaptiveWork – cs-enquiry-aw@planview.com
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Planview Hub – cs-enquiry-hub@planview.com
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Planview PPM Pro - cs-enquiry-ppmpro@planview.com
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Planview Advisor - cs-enquiry-advisor@planview.com
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- I need a product demo, can the Digital team help handle a demo session?
The Digital team consists of a pool of Customer Success Specialists that collectively will help your organization grow your adoption and maximize your value realization from the Planview product. This is a fully digital approach, and we are ready to help with one click. Feel free to drop us an email and our Digital team will recommend you the links and training for the product demo.
- I need to talk to a Digital CSP. Is there a meeting link that I can use to book an in-person/online meeting?
The team is only an email away. Feel free to write to them and one of the CSPs will revert to you in less than 24 hours.
- Can the Digital team help with building custom workflows and dashboards?
No, CSPs can provide guidance to help users achieve some of the widely-used workflows, configurations and reports based on industry and usage trends; but in the case of custom configuration requests, the CSPs will relay the requests to the respective teams to understand the efforts required to fulfill your requests and share that information with you.