Customer Intelligence is where you go to gain insights into your data, using a range of pre-built reports, data overlays and customisable dashboards.

There are 5 sections to Customer Intelligence:

Health Lab

Here you can experiment with different health scores and create health scores that target any cohort of customer using any data in Planhat.

Once created Health Scores become part of your time-series data in Planhat (more on that later) and are immediately available on Company Profiles, in the Data Module, in Pages and as part of all Automations.

Bubble Room

Bubble Room is designed as a more action based and tactical way of analyzing patterns in your customer portfolio. We all love a dashboard but sometimes they struggle to convey the operational impact of data, so Bubble Room is built from the Customer view up, enabling you to see the impact of data on Customers.

Use Bubble Room to compare and contrast your portfolio, or filters within it, against different metrics, and to quickly isolate outliers and take action.

Trends and Analytics

Trends and Analytics presents all the raw time-series data in Planhat. Time-series data is integral to Customer Success as it is the best way of understanding development of performance over time. For example, what is the trending usage of Module A vs Module B in our Enterprise customers, or what is the pattern in Ticket requests from Customer A.

There are several types of time-series data in Planhat and they can be saved to different data models, but in summary they are:

System Metrics: default metrics Planhat creates out of the box

User Activities: the actions of your users in your product.

Custom Metrics: product data associated with a customer not an individual.

Conversations: events generated each time you interact with a customer.

Revenue: key revenue data evolving over time

Tasks: events generated each time you schedule or complete a task

All time-series data can be transformed into 'Calculated Metrics'. Calculated Metrics let you create totally custom views of your raw data, grouping it over time, combining different metrics together or doing a wide range of operations on your data.

For example:

  • Calculating the trending usage of a specific feature as a rolling 30 day average.

  • Summing the total number of interactions with a customer over time.

  • Combining different usage metrics to create a stickiness score of key features

  • Calculating %s towards usage goals and thresholds.

System Reports

System reports are a range of useful and filterable pre-built reports to provide key insight to your portfolio and work. System reports cover Portfolio, End Users, Playbooks, Conversations and NPS.

You can use the search bar at the top of each report to filter by customer cohort, owner or any other variable. These reports are not the deepest reports, but provide good insight into many of the big metrics that matter.

Pages

Pages are blank slates on which you can draw with your data to create dashboards, presentations, dynamic reports and much more.

It's hard to summarise everything you can build in a Page, but in short, you add Elements to a Page and Elements can be:

  • A wide range of charts and data visualisations

  • Images and videos

  • Text

  • Static and dynamic tables

The articles below provide a deeper diver into each part of Customer Intelligence:

Health Lab

How to create Health profiles

How Health is calculated

Bubble Room

Using the Bubble Room

Trends and Analytics

Understanding Trends and Analytics

System metrics and example calculated metrics

An introduction to calculated metrics

System Reports

Portfolio, People, Playbooks,

Pages

Pages - Overview

Building and designing Pages

Pages Quick Wins

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