Freshsuccess Formerly Natero vs Planhat

• 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!

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• 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.

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• 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.

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• 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.

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• 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

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• 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.

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