UserTesting is the world’s leading provider of human insights, powered by the largest network of real people ready to share their perspectives. Built on an enterprise-grade AI platform, UserTesting delivers fast, high-quality feedback to help businesses make customer-first decisions at scale—bridging the gap between what customers expect and the experiences they receive.
Emi Sato, Sr. Director of Customer Operations with UserTesting, discusses working with nCloud Integrators during its migration to a new customer success software platform.
When you started the process of moving to a new customer success platform, what were your main goals?
Our primary goal was to create a centralized platform where our Customer Success Managers (CSMs) could gain a comprehensive view with all customer-related activities in one location. Additionally, the company sought to automate more processes with reminders and tasks to ensure that customers remained successful and engaged.
With the renewal with our current CS system approaching, we evaluated all the leading platforms in this space, looking for solutions that could provide a 360-degree view of customer engagement. We specifically wanted a tool that would enable us to prioritize high-impact activities and make data-driven decisions. We decided on Planhat.
We understood that moving to a new solution would be a significant undertaking, requiring us to migrate all of our data and processes over to the new system, as well as define new business processes and engage with stakeholders. It was going to be a lot and it needed to be completed in a short period of time. One of the reasons we ultimately chose Planhat was due to their partnership with nCloud Integrators, which we believed would be beneficial throughout our project. It turned out to be the best decision.
What made choosing to work with nCloud Integrators the best decision for your needs?
Partnering with nCloud was instrumental in translating our established business processes into the new system. While we had a clear vision of our objectives, we needed experts to guide us through the configuration and optimization of Planhat. nCloud brought extensive experience and knowledge that we lacked; their consultants understood the technology, best practices in customer success, and our business needs.
Their team became an integral extension of ours, providing valuable insights and recommendations throughout the process. Unlike previous partnerships that focused solely on execution without strategic guidance, nCloud engaged with us holistically. We could have really tough conversations with them, and their input allowed us to quickly make informed decisions, which was crucial given our tight deadlines.
Another significant advantage was their strong project management capabilities. Our team collaborated closely with nCloud to ensure that all workstreams were adequately managed and tracked. The nCloud consultants would say “If you want to do this, you need to do steps ABCD and make sure you cover these two bases during the process.” This careful oversight facilitated our goal of going live on time and covered every essential aspect of the project.
Can you discuss any efficiencies gained through automation?
We have robust, automated processes for both onboarding and renewals. We use triggers to initiate actions, ensuring our CSMs collaborate effectively and are notified at the right moments to take the appropriate actions. It has been crucial to strike a balance in our automation to avoid overwhelming our team with tasks and flooding their inboxes – while also ensuring all critical actions are captured.
Did nCloud help you overcome any significant hurdles during the implementation?
Absolutely! nCloud was proactive in addressing any potential roadblocks or showstoppers, which allowed us to maintain momentum without encountering major setbacks.
Can you talk about nCloud’s software implementation process?
One of the most impactful aspects of working with nCloud Integrators was their willingness to take a step back during the initial start of the project to survey our CSMs and gather insights on what was working well and what areas could use improvements. This feedback directly influenced our project goals and ensured a more effective focus during implementation. Then at the completion of the project, they conducted a follow-up to assess our progress and define our next steps, which added significant value to the overall experience.
The nCloud Integrators’ consultants also provided clarity on all the functional components we needed to consider during implementation, laying a foundation for what our initial go-live would include and also identifying areas for future improvements.
What tips would you offer to other companies looking to migrate to a new system?
Having undergone multiple implementations, we understood the challenges involved and knew that expert guidance was the key to navigating through the migration to a new system successfully. nCloud’s support made it possible for us to achieve far more than we anticipated within a short time frame. Honestly, I’m still amazed at how much we were able to accomplish.
What results can you share about the implementation so far?
We successfully went live with four separate teams: our CSMs, renewal managers, professional services, and support. This unified approach allows these groups to share insights, maintain a single source of truth, and communicate more effectively about customer interactions.
In addition, the excitement surrounding the new system is greater than what we experienced with our previous tools, in part due to our comprehensive training program led by our enablement specialist and nCloud Integrators. We created a dedicated site with resources, training videos, and a certification program to facilitate a smooth transition and ensure our teams were well-prepared. The combination of effective training and a user-friendly platform has driven strong adoption among our teams.
What does the future hold for your use of Planhat?
In the coming months, we aim to enhance our insight capabilities and focus on key metrics like customer health scores, success tracking, and account dashboards. As we’re also looking to incorporate AI functionalities, we hope to streamline processes even further. We are committed to continually refining how we use Planhat to ensure that we can proactively engage with customers at the right times.
Any final thoughts?
I’m more than willing to advocate for nCloud Integrators’ services because this has been one of the most impactful partnerships I've ever experienced. Rather than just augmenting our team, nCloud provided the partnership we needed, combining expertise and strategic guidance that propelled our project forward successfully.
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