Customer Success

Plandek’s award-winning customer support helps you deliver business value

Every Plandek Enterprise client is assigned with their own Customer Success Manager

We ensure that all our enterprise customers are assigned one of our deep domain experts to help them:

Get Plandek set up and fully integrated across your DevOps toolset.
Select suitable metrics - from ‘North Star’ metrics at the top of the delivery organisation - to suitable delivery, engineering and DevOps metrics for managers and teams.
Customise dashboards for users and configure individual metrics to reflect particular workflows and processes.
Help embed Plandek and metrics in the daily, weekly and monthly ‘rhythm’ of your delivery capability, to create a virtuous circle of metrics-led continuous improvement.

Each enterprise client is assigned their own Customer Success Manager

Additional Professional Services support and benchmarking

In addition, customers can choose from a range of paid professional services packages, to provide more extensive change management support to embed Plandek and help you create a data-led delivery culture.

This includes our quarterly benchmarking analysis, which is available from our expert team of analysts.

It recognises the pitfalls of poorly executed benchmarks and carefully compares elements of your delivery capability to relevant cohorts across the Plandek customer base and beyond.

Choosing your North Star leadership metrics

We start by working closely with you to agree on the ‘North Star’ metrics to be used by your technology leadership team to track overall improvement in software delivery.

Typically, these are metrics that underpin your core delivery objectives and related OKRs (if you use an OKR framework). They are carefully chosen to be meaningful when viewed at an aggregate level.

Choosing your North Star leadership metrics

Cascading metrics for managers and teams

Your Customer Success Manager helps you select a hierarchy of meaningful ‘determinant’ metrics that collectively underpin your chosen North Star metrics.

These metrics stretch across your SDLC and are typically owned by Engineering, Delivery, PM, and DevOps and are surfaced in customised Plandek dashboards.

Integrating Plandek with your OKR or GQM framework

Plandek is highly flexible and we do not expect our customers to align around a rigid single metrics framework (such as the DORA metrics or the Flow metrics). Instead, Plandek is intended as the basis from which you can build your own bespoke metrics sets that more closely mirror your objectives.

As such, there are a variety of commonly used metrics setting approaches – such as OKRs (Objectives and Key Results) or GQMs (Goal, Metric, Question) which can also be applied to define a bespoke metric set. These bespoke metrics can then be surfaced in customised dashboards using Plandek.

Integrating Plandek with your OKR or GQM framework

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