
OneSource Virtual Customer Case Study
“Working with nCloud Integrators was a phenomenal experience. We just clicked with their team, and their responsiveness, collaboration, and partnership with Planhat made the process seamless.”
OneSource Virtual (OSV), the leading provider of services for Workday, delivers patented in-tenant technology and expert services that efficiently automate the administrative, transactional tasks of Workday payroll, taxes, payments, and benefits.
Anjolyn Parrott, Sr. Director of Customer Success Operations at OSV, shares insights about collaborating with nCloud Integrators to implement Planhat in just four months. She discusses how a phased approach, coupled with change management techniques, facilitated a seamless transition and empowered her team.
CONTEXT
Unlike many customer success teams that work for SaaS companies with subscription models, OSV is a service-based organization, which requires CSP customizations for things like Strategic Business Reviews and lifecycle management. In addition, OSV’s Salesforce instance was complex, with multiple owners and configurations.
“nCloud helped us untangle and map the data, and recommended best practices for moving forward,” states Anjolyn Parrott, Sr. Director of Customer Success Operations at OSV. “Their expertise in both Salesforce and Planhat ensured we established a solid foundation.”
KEY CHALLENGE
As a company, OSV recognized the need for a Customer Success Platform (CSP) to support its growth. The company needed to provide CSMs with clear dashboards and portfolio insights for strategic planning, enable proactive engagement and efficiency through automation, and ensure scalability to support its expanding needs.
"While Salesforce worked well for sales, it didn’t meet our customer success requirements,” states Anjolyn. “Planhat offered the tools and scalability we needed to manage accounts effectively and focus on strategic growth.”
SOLUTION
By working with nCloud, OSV was able to go live in four months, and the feedback from their CSMs has been overwhelmingly positive. “Our CSMs appreciate how the platform simplifies their work, and they are excited to gain more functionality as additional features are rolled out,” states Anjolyn.
OSV’s Customer Success Enablement Manager worked closely with nCloud to focus on training, ensuring the team had the resources they needed during rollout. “nCloud provided invaluable change management recommendations for new system implementations based on their experience with other clients,” states Anjolyn.
“They shared practical ideas and best practices, which we would not have considered otherwise. The entire process helped us embrace new behaviors and procedures, which is critical during a system change.”
NCLOUD INTEGRATORS APPROACH
nCloud recommended a phased approach to help OSV’s team of 35 CSMs, each with different learning styles, adapt to the new platform gradually. This strategy allowed the company to focus on building confidence and drive adoption step by step.
“In our first phase, we focused on establishing the foundation with simplified portfolio views, CSM assignments, onboarding workflows, and Strategic Business Review cadence automation,” states Anjolyn.
In Phase 2, the company will focus on advanced workflow automation and communication enhancements, and Phase 3 will incorporate behavioral triggers and enhanced visibility for internal teams.
RESULTS
New automations have been a game-changer for OSV. Now, CSMs are notified automatically when Strategic Business Reviews are due based on the customer’s tier and past reviews. This helps CSMs manage their portfolios and have a better engagement with every customer based on their desired outcomes and priorities.
The company also streamlined new customer assignments. CSMs are automatically notified without relying on manual emails. These automations have significantly reduced administrative tasks, allowing CSMs to focus on meaningful customer interactions.
“Working with nCloud Integrators was a phenomenal experience. We just clicked with their team, and their responsiveness, collaboration, and partnership with Planhat made the process seamless,” continues Anjolyn. “And, nCloud Integrators’ extensive experience with Planhat made a significant difference, as this was our first major platform implementation. We truly felt like they were in our corner every step of the way.”