Planhat, headquartered in Stockholm, offers their modular suite of applications to subscription based businesses, providing customer success product usage health alerts and guidance, as well as revenue management for tracking subscriptions and business health.
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Tealium Customer Data Hub
Score 8.7 out of 10
Enterprise companies (1,001+ employees)
The Tealium Customer Data Hub powers capabilities across the data supply chain. Tealium universally collects customer data from any source including; websites, mobile applications, devices, kiosks, servers, and files. Data collected is then standardized in the data layer, which drives usage of data for customer engagement and analysis.
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.
Tealium Customer Data Hub is great for situations where you want to collect data from a front end data layer and then route it to multiple data tools, or if you need the ability to transform the values collected before sending. There is a tremendous amount of customizability. It has also been good for tag management of marketing/advertising tags/pixels, but could use a little improvement with regards to putting many tags on the same page. If your situation requires a lot of complexity to the marketing tags, it is still very possible to do with Tealium Customer Data Hub, but could be less complicated. Luckily, Tealium Customer Data Hub's support crew is excellent and really will partner with us and help us succeed.
Excellent customer support and onboarding experience. They are very quick to respond to queries via the live chat. Our CS manager was brilliant in helping us get set up and making sure we were getting the most from all the features.
The platform and features are very user friendly and intuitive. It's an extremely powerful tool with a lot of functionality, but thankfully it doesn't take long to learn how to use it.
The customer portal is a game changer. The ability to share playbooks, data, and meeting notes all in one place is so useful for our customers and helps build trust and transparency.
Simple tag management that is tough to beat. So many solutions that are incredibly simple to setup and gather data for.
Security around the data is key and Tealium excels in this area.
The speed impact of the tag setup is key to optimizing and allowing our web properties to run more effectively, which is a better experience for the end user.
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.
Tealium Customer Data Hub is powerful, but it has a significant learning curve. Users with JavaScript experience, developers (with a solid understanding of browser Dev Tools), and technical minded people will learn it more quickly.
Some of the documentation seems lacking. My biggest complaint is that the documentation may explain things, but often is missing clear examples. If I had some clear examples, I could possibly avoid opening tickets for tech support.
Tealium continues to impress us with their focus on innovation and continuous improvement. Their support team makes use feel as though we are their one and only client. They exceed our expectations from both a product and people perspective, so we have no reason to look elsewhere!
Our onboarding experience with Planhat was smooth and quick. The features and dashboards are very intuitive and don't take long to get the hang of. The support team is very responsive and helpful. Our CSM really took time to understand the goals and objectives of our business and helped us make sure Planhat was working to deliver on these goals.
Tealium iQ Tag Management System does exactly what it is intended for, it manages vendortags. Changes can be made to websites and apps in minutes. The frontend is well structured, updates are easy to carry out, and Tealium support is available at all times.
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.
Support team has always been great at addressing issues or questions, by providing answer or escalating it internally to the right individual. reply response time has been always reasonable. Some responses are responded with documentation doc but in some instances the question require a non-generic answer that can create a back-and-forth conversation.
Implementation had some bumps in the road and it was new for all of us, but for the most part, it was easier than many other implementations we've done with other technologies.
I was not the person involved in choosing Planhat, but it seems to me that Planhat is much better suited to an account management style role, whereas Hubspot is closer to a sales CRM instead. In my position, Planhat is better suited as it is more graphical, more flexible, and easier to find information on.
Tealium Customer Data Hub can use 1P IDs and that is the main reason we selected it. with hindsight it was a good choice in this respect Tealium Customer Data Hub can process and forward event data via api, which AAM cannot AAM connectors can be set up with a few clicks whereas Tealium Customer Data Hub connectors require support from an engineer aam machine learning tools infer a score after every event so can be used for onsite single session use cases, whereas Tealium Customer Data Hub ML infers at end of session, so is only really useful for paid media / retargeting use cases Tealium Customer Data Hub's visitor stitching approach is broad brush and irreversible; AAM allows you to merge customer profiles at your discretion depending on the use case
Planhat has, for the first time, given us a 360-degree view of all our customers and access to all the different types of communication we have with them across different departments and functions.
The ability to automate workflows, tasks, and assign playbooks to the various phases of our customer lifecycle has aligned all our departments.
There has been a near immeasurable return on customer data and improvement of our quality for our physical products due to be in tune with the customer. This has changed our way of doing things for the better to gain a better flow and overall workplace experience.
A negative is that Tealium AudienceStream becomes harder to manuever and use data analytics for when a database has been existing for a fairly large amount of time. It goes from an agile ship to a huge vessel that takes many components to be able to move.
