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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Totango
Score 8.5 out of 10
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Totango customer success software, now with Catalyst, helps enterprise businesses and cross-functional teams accelerate customer outcomes in productivity, retention, and expansion. Totango and Catalyst will become a unified product, following the merger in February 2024.
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Pricing
Planhat
Totango
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Planhat
Totango
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
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Each package gives teams a 360° customer account profile, customer health scoring, customer journey program templates (SuccessBLOCS), automated workflows (SuccessPlays), email campaigns, self-paced onboarding, and customer support.
Planhat compares relatively well to Totango, despite not coming along with the massive price tag. It was able to perform all of the functions our CSM team was needing and hoping it could do for us. It was able to highlight the customer's health according to the metrics we …
We needed a software that would not take months to set up and learn how to use. We needed powerful data that was easy to understand and action based on health scores dropping, etc. It was also important for us to be able to get our full team on the platform so that we could all …
Verified User
Vice-President
Chose 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 …
Verified User
Vice-President
Chose Planhat
Planhat has a better UI, covers a wide range of features and use-cases. It covers hybrid tech-touch and high touch well. Strong on revenue management.
Verified User
General Manager
Chose Planhat
Planhat won on best UI, easy to use, easy to set up and had the enterprise-grade features we were looking for.
Totango
Verified User
Team Lead
Chose Totango
Totango has a lot of the features that Gainsight has, but it's a lot cheaper. Planhat was a good alternative to Totango a year ago, but Totango made a lot of improvements the last year that make it hard to compete with them (in my opinion).
Planhat feels like Pandora's box. It was very cool, shiny, complete but felt like an empty canvas. We felt so overwhelmed by the amount of possibilities that we didn't know where to begin. Because we sought out a tool which could help us out with the best 'time-to-value' due to …
Better customization and integrations overall, plus health management. The product was easier to adopt and I like the help of their support team, really responsive.
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.
for a CSM it´s marvelous, you have in one window everything,the agenda for your day by day work, the workload you have in a day,all the customers database and call history added by tasks and toutch points, the to do thing in each customer you know what to do next, with renewal you hace an digital engadgement with customers inform they need to renew in order to keep using the app.
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.
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.
Integrations -- in my experience, they constantly break and disconnect.
Implementation -- I feel it was a HUGE challenge to set-up our environment. It took over 200 hours and it didn't work.
Communication -- during implementation/onboarding, in my opinion, we were mislead on how to create some of our custom data objects and it ended up being a big waste of time since the approach we were instructed to use ended up being incorrect.
I personally believe Totango is the right Customer Success Tool for me, my team, and my organization. I couldn't find limitations until now, it's capabilities are on point and it's very scalable. of course, transitioning to another tool would mean a lot of hours and training, and would expose risks
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.
It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
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.
I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
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.
Pipedrive is a great CRM for Sales purposes but it doesnt give much tools for CX management. Totango is all the opposite, it is an excellent product for Customer Management . We currently use both platforms integrated with each other and it gives great results to both Sales and Customer Success teams
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
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.