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Planview Customer Success Center

Digital Customer Engagement

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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:

  • Helping you prioritize and plan an ongoing value-based solution journey focused on your priorities and business goals
  • Connecting the dots by interpreting data to identify trends and drive insights into action
  • Engaging at scale while leveraging best in class Digital and Professional / Advisory Services resources to enable outcome achievement
  • Taking customer feedback seriously and ensuring your voice is heard by Planview Leadership
  • Monitoring your ongoing customer experience, product usage, engagement, and overall satisfaction
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Growth Team 

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The Growth 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:

  • Use technology to drive one-to-many communications with users at scale and analyze data; spot usage and experience trends and proactively engage with the larger audience.
  • Optimize and expand multi-channel (in-app, emails, inquiries, webinars, workshops, inner circle, community) programs to help you overcome the challenges of education and adoption thereby enhancing your experience working with Planview.
  • Be your Voice of Customer (VOC) within Planview, as they work closely with cross-functional teams ensuring your feedback, inputs, requests are heard by the right functional leaders help customers achieve mission-critical business objectives and to improve our solutions and services.

Value-Adds of CSPs

Planview Customer Success is committed to providing you with exceptional service and support, and our Customer Success Specialists 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 Customer Community Ask Us Anything

Drive Education of Planview Solutions

We 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:

  • Playbooks and marketing campaigns – CSPs collate highly useful/helpful content (industry best practices, processes, market and usage trends, success stories, capabilities and enhancements) and send out targeted campaigns to enhance the learning curve for our customers.
  • Pre-recorded clips – We share persona-specific videos, tutorials and product walk-throughs to help users across all levels of the organization to better understand the capabilities and functionalities of Planview’s offerings.
  • Knowledge base (Customer Success Center) – Our Customer Success Center is a comprehensive knowledge base that provides you with access to Customer Success best practices, frequently asked questions, and other resources that can help you to maximize the value of our solutions. This resource center is regularly updated to ensure that you have access to the latest information and best practices.
  • University of Planview – At Planview, learner success is among our top priorities. The University of Planview helps you build your proficiency so you can get the most out of your Planview solutions. Choose from our expansive selection of on-demand offerings, instructor-led sessions or take advantage of our badges and certification programs. All our training options are objective-based in nature, and combine best practices with quality Planview software instruction.

Adoption and Change Management

Implementing 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.

  • Events – We offer regular Webinars and Digital Workshops on various topics related to our solutions. These events are led by Product Management, Customer Success Specialists, and other Planview experts providing you with valuable insights and best practices. They are a great way to learn more about our solutions and to get answers to your questions.
  • Inner Circles – As part of our Planview Inner Circle program, you can collaborate with our Product Management and other customers through the design and development process to understand scope, contribute to priorities and provide feedback. This program provides you with a unique opportunity to have a say in the development of our solutions and to help shape the future of our products.
  • Change Management – Customer Success Specialists along with our Evolve Advisory Services team can also help you to manage organizational change by providing you with guidance and resources to help you effectively communicate with your team and ensure that everyone is on board with the changes you are making. This includes organizational change management best practices, templates, and other resources to help you navigate the change process.
  • Performance Metrics – Customer Success Specialists along with our Global Reporting Services team can help you to track and analyze performance metrics to ensure that you are getting the most out of our solutions. This includes providing you with dashboards and reports that help you to track progress, identify areas for improvement, and make data-driven decisions.

Customer Community

We 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!

  • Networking – Our customer community is a great place to network with other professionals in your industry who are using Planview solutions. You can connect with peers, share ideas, and collaborate on projects, all while expanding your professional network.
  • Learning – Our community provides a wealth of resources, including training materials, success stories, and solution tips and tricks. You can learn from our experts and other users and stay up to date on the latest product updates and features.
  • Engagement – Our community is a place where you can engage with other users and our experts. You can ask questions, share your feedback, and participate in discussions, all while contributing to a collaborative and supportive community.

 

Ask Us Anything

We 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:

  • First Response Time (FRT) for inquiries – We aim to respond to all customer queries within 24 hours during business hours and 72 hours over the non-business hours (weekend, public holidays etc.) of first response. This initial response is to acknowledge your query and to let you know that we are working on it.
  • General Product/Functional inquiries - For general or functional queries, we aim to provide a resolution within 48 hours of the initial response.
  • Legal/Finance/Compliance inquiries – For queries related to legal, compliance and finance matters, we may require more time to provide a thorough and accurate response. In these cases, we aim to provide a resolution within 72 hours of the initial response.
  • Renewal inquiries – For queries related to subscription or licenses renewal, we aim to provide responses within 24 hours during business hours and 72 hours over the non-business hours of first response.
  • Technical inquiries – Technical queries can be more complex and requires troubleshooting expertise, more time to investigate and resolve. So, we recommend customers to open a ticket using the Customer Care portal.
  • Product feedback – Our Customer Success Specialists can also act as a liaison between your team and our product development team. They can help you to provide feedback on our solutions, suggest new features, and ensure that your needs are being met.

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.

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Channels to Engage

Email/Inquiry Support: You can send an email to our dedicated email address for assistance from the Growth team.

FAQs

  • What products or solutions can the Growth team help with?

    The Growth 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 Growth team?

    You can reach out to the Planview Growth team on the following email addresses:

  • I need a product demo, can the Growth team help handle a demo session?

    The Growth 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 growth team will recommend you the links and training for the product demo.

  • I need to talk to a Growth 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 Growth 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.