Planhat Reviews

David S.Mid-Market(51-1000 emp.)

5.0

Furthermore, Planhat's powerful analytics features have been instrumental in driving data-informed decision-making. The tool offers comprehensive reports and visualizations that allow us to monitor customer health, identify potential risks or upsell opportunities, and track the effectiveness of our customer success strategies. This data-driven approach empowers us to optimize our efforts, enhance customer satisfaction, and drive revenue growth. Review collected by and hosted on G2.com.

James S.Small-Business(50 or fewer emp.)

5.0

Planhat is incredibly flexible, and thanks to its very intuitive workflow design and management approach, it's very straightforward to build sophisticated workflows that empower Customer Success Managers to deliver a consistent and engaging experience for their customers. The training resources and self-help material are excellent and the support team responsive - for those moments when you need extra help! Review collected by and hosted on G2.com.

Jiawei L.Mid-Market(51-1000 emp.)

4.5

Continuous Improvement and Innovation: Planhat stands out with its commitment to constant product development. They actively listen to user feedback and incorporate it into their technical enhancements, ensuring a focus on optimization and customer-centricity. Review collected by and hosted on G2.com.

Ashwin R.CEO

0.0

This has lead to $12,000 wasted for us. Review collected by and hosted on G2.com.

Verified User in Computer SoftwareSmall-Business(50 or fewer emp.)

0.0

The entire tool is super buggy, most integrations do not work as intended. Uploads do not work. Data module does not work properly. Feels like we are stuck in an ongoing alpha version. not worth the money. Review collected by and hosted on G2.com.

Verified User in Computer SoftwareMid-Market(51-1000 emp.)

1.0

Many data inaccuracies which adds time to my day as our LT relies on the data being accurate. Review collected by and hosted on G2.com.

Verified UserGeneral Manager

10.0

Planhat is used in the customer success teams, customer growth teams, Ops and leadership. It's the main tool used for our teams to ensure that we engage our customers, collaborate and drive initiatives across the company. Planhat is used to drive down churn and increase up-sales, cross sales and upgrades. Planhat has been easy to roll out across the enterprise and feedback from the team is great.
Internal Collaboration on customer accounts (CS, Support, exec sponsors, CX). For leadership to standardize methodology and initiatives. Customizeable for basic or advance users. Analytics - internal CS activities as well as customer engagement analytics.

Verified UserProfessional

10.0

Planhat is used in our customer success, account managment, and business ops teams. Planhat is not only our CS tool but our source of truth for customer data. As a manager, I can follow both customers activity and CSM activity.

Verified UserVice-President

10.0

We use Planhat across the global customer success, customer experience organization. It is also used by sales and customer success leadership across the company. It solves several challenges for us: 1. It is our customer success platform - where everyone in the company can find all customer data 2. It helps us reduce churn 3. Identify and drive up-sell opportunities
360 account overview Customer Portfolio overview Customer Segmentation Identifying churn cases Identifying up-sell opportunities Automation Customer Insights (customer intelligence) All customer conversations in one place

Erin GracyalnyCustomer Success Manager

8.0

Planhat is being used by the Customer Success Manager team to calculate for customer health, track customer communications (via Planhat and also synced with Salesforce), to run playbooks based on different scenarios, and to provide an overall space for a single source of truth. Planhat was the first tool that was implemented of this nature at Nitro for the CSM team, so it was something that provided a lot of value and so much more insight into a customer's health profile.
Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd. The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.

Matthew WheelerCustomer Success Manager

9.0

At Pexip, we use Planhat as our Customer Success platform. All CSM's globally use Planhat as their main tool to store customer information, look at usage trends, and manage the renewals process. We have created playbooks for various stages of the customer lifecycle, such as onboarding, upsell, and churn risk management, and these playbooks are assigned to customers as required. Heavy use is made of the reporting capabilities in Planhat, particularly around managing renewals coming up in the next 120 days. I use these reports in my weekly calls with the management team to identify risk, spot upsell opportunities and forecast churn. Other groups in Pexip, such as our Solutions Architect team, have also been granted read-only access to Planhat so that they can quickly look up information on any customer, and have a full picture of that client before meeting with them. We also use the portal feature of Planhat, where we can upload documents related to the onboarding process for new customers and give the customer access to those documents. The portal can be customized to suit the needs of each particular client.
The data in Planhat can only be as clean as its original source, and we realized that there was a lot of erroneous data shown. That's not a fault with Planhat, but it took us a long time to clean that up. The bubble view is touted as a key differentiator in the product, but in reality, I don't find it very useful.

Verified UserGeneral Manager

10.0

Planhat is used in the customer success teams, customer growth teams, Ops and leadership. It's the main tool used for our teams to ensure that we engage our customers, collaborate and drive initiatives across the company. Planhat is used to drive down churn and increase up-sales, cross sales and upgrades. Planhat has been easy to roll out across the enterprise and feedback from the team is great.
Giving access rights to different users is powerful but requires some thinking (who can see which accounts). More templates would be great when creating customized dashboards. Not much to complain about really - the team has been very responsive to feedback.

Tim J.Founder

5.0

Our business operations consist of detailed and complex series of business processes that are required to signup, onboard and retain our customers. Planhat allowed us to solve the problem of transitioning from a high-contact team working in the same location to one that is now working remotely and much less 'in the loop' that we previously were. Whilst Zoom and Slack are handy for keeping in contact you still miss the discussions on the way to lunch on in the hallway. Planhat has been our safety net ensuring that nothing gets missed and everything happens at the right time.

Mia L.Director, Customer Experience

5.0

Planhat has allowed us for the first time ever to have a complete 360 degree view of our customers and insight into all conversations happening with them across different departments and functions. We finally feel that things will not fall through the cracks and our CS team can move away from Excel and google docs and work proactively inside one system for improved efficiency.

Juan Martin P.Customer Success Leader

5.0

Planhat has helped us a lot since we hired it. We wanted to have an early warning system and now our team is contacting customers when they need a proactive reach instead of after they've asked for help or complained about something. We can easily have a quick understanding of what's going on with our customer base and where we need to focus our efforts.

Nicole B.Customer Success Manager

5.0

Before using PlanHat we had very little insight into our customer health and how they were using our technology. PlanHat enabled us to understand our customers better and what features and UX needed to be improved. We have saved so much time automating workflows and assigning playbooks for onboarding new customers.

Jordan G.Customer Success Manager

5.0

There's certainly a learning curve, when you first start. But, as soon as you understand how to build filters or triggers, you'll be in great shape. At that point, you'll be able to create all kinds of useful features for a wide variety of purposes.

Chris S.Director

5.0

We have been managing our portfolio of B2B SaaS clients. We now live in Planhat, manage our customers through it and get enormous visibility into user engagement and churn, and gain huge amounts of time back that we can use on more valuable work.