What users are saying about
12 Ratings
17 Ratings
12 Ratings
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Score 6.4 out of 100
17 Ratings
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Score 8.9 out of 100

Feature Set Ratings

  • Freshsuccess ranks higher in 1 feature set: Security
  • Planhat ranks higher in 4 feature sets: Platform & Infrastructure, Customer Data Extraction / Integration, Customer Success Management, CSM Reporting & Analytics

Security

10.0

Freshsuccess

100%
8.9

Planhat

89%
Freshsuccess ranks higher in 1/1 features

Role-based user permissions

10.0
100%
5 Ratings
8.9
89%
10 Ratings

Platform & Infrastructure

7.1

Freshsuccess

71%
9.1

Planhat

91%
Freshsuccess ranks higher in 2/4 features

API

7.2
72%
5 Ratings
8.8
88%
8 Ratings

Integration with Salesforce.com

7.2
72%
6 Ratings
9.5
95%
6 Ratings

Integration with Marketo

7.0
70%
1 Rating
N/A
0 Ratings

Integration with Eloqua

7.0
70%
1 Rating
N/A
0 Ratings

Customer Data Extraction / Integration

8.6

Freshsuccess

86%
8.8

Planhat

88%
Freshsuccess ranks higher in 1/2 features

Product usage

8.1
81%
6 Ratings
8.9
89%
10 Ratings

Help desk / support tickets

9.1
91%
5 Ratings
8.7
87%
8 Ratings

Customer Success Management

7.1

Freshsuccess

71%
9.0

Planhat

90%
Planhat ranks higher in 7/7 features

NPS surveys

7.0
70%
2 Ratings
9.4
94%
9 Ratings

Sponsor tracking

7.0
70%
1 Rating
9.1
91%
6 Ratings

Customer profiles

7.1
71%
5 Ratings
8.9
89%
10 Ratings

Automated workflow

8.0
80%
6 Ratings
8.4
84%
10 Ratings

Internal collaboration

5.3
53%
5 Ratings
8.4
84%
10 Ratings

Customer health scoring

8.1
81%
6 Ratings
9.3
93%
10 Ratings

Customer segmentation

7.2
72%
5 Ratings
9.8
98%
10 Ratings

CSM Reporting & Analytics

7.4

Freshsuccess

74%
8.9

Planhat

89%
Planhat ranks higher in 4/4 features

Customer health trends

9.1
91%
6 Ratings
9.2
92%
9 Ratings

Engagement analytics

7.0
70%
6 Ratings
8.8
88%
9 Ratings

Revenue forecasting

4.4
44%
4 Ratings
8.5
85%
6 Ratings

Dashboards

9.1
91%
6 Ratings
9.1
91%
9 Ratings

Attribute Ratings

  • Planhat is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

6.3

Freshsuccess

63%
6 Ratings
9.3

Planhat

93%
10 Ratings

Usability

Freshsuccess

N/A
0 Ratings
9.2

Planhat

92%
4 Ratings

Support Rating

Freshsuccess

N/A
0 Ratings
9.7

Planhat

97%
4 Ratings

Likelihood to Recommend

Freshsuccess

Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
Garrett Genest | TrustRadius Reviewer

Planhat

Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating.
I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.
Matthew Wheeler | TrustRadius Reviewer

Pros

Freshsuccess

  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
Anonymous | TrustRadius Reviewer

Planhat

  • Customer support and onboarding experience is really smooth, straightforward, and fast.
  • Dashboards have been really powerful for customer and business intelligence.
  • Management reporting in real time.
Anonymous | TrustRadius Reviewer

Cons

Freshsuccess

  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
Anonymous | TrustRadius Reviewer

Planhat

  • 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.
Erin Gracyalny | TrustRadius Reviewer

Pricing Details

Freshsuccess

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Planhat

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Usability

Freshsuccess

No score
No answers yet
No answers on this topic

Planhat

Planhat 9.2
Based on 4 answers
Planhat is an easy-to-use, intuitive software that didn't take long to set up and learn. We are able to view powerful, rich data in dashboards that break everything down so comprehensively. The support team is always there to help and is very quick to respond in live chat--so if you do have an issue or are unsure of how to use a feature, you will more than likely get an immediate response to your query, while still in the platform.
Nicole Brennan | TrustRadius Reviewer

Support Rating

Freshsuccess

No score
No answers yet
No answers on this topic

Planhat

Planhat 9.7
Based on 4 answers
Planhat support is excellent. We have a dedicated resource allocated to work with us, and he is extremely knowledgeable, articulate and responsive. The wider support team at Planhat is also very good, responding quickly to any issues logged. As an end-user, you can chat with Planhat support if you encounter any issues or have any questions, and they have always helped me.
Matthew Wheeler | TrustRadius Reviewer

Alternatives Considered

Freshsuccess

I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
Anonymous | TrustRadius Reviewer

Planhat

Planhat was the most agile and easy to use software, while still having unique and powerful features that allowed us to really customize the software around our organization and needs. Planhat is more than a Customer Success tool in essence and adds tremendous value and flexibility over its competitors.
Anonymous | TrustRadius Reviewer

Return on Investment

Freshsuccess

  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Ewen Fortune | TrustRadius Reviewer

Planhat

  • Better visibility into customer health, which led to more proactive reach outs to accounts at high risk.
  • Better renewal visibility by being able to surface upcoming renewal accounts and proactively reach out to provide value ahead of time.
Erin Gracyalny | TrustRadius Reviewer

Screenshots

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