Planhat vs. Vitally

For someone working in the Customer Success team, Planhat is a must-have software. All your client-level data can be easily managed, stored, and reviewed at any point in time by Planhat. It also helps the management and the leadership team better see each account and its usage. It also helps in identifying potentially risky customers and taking the required actions to engage and retain the account. It also gets integrated easily with other meeting recording tools wherein the summary from the tool gets easily synced with Planhat

Incentivized

• Vitally is suitable for any software company that is looking to measure and report and action the health of their customers.
• While you would get less value from the tool if you do not have a team in place to action the insights it generates, I would still recommend that smaller teams look at implementing health scores and setting up automated responses to bad health.

Incentivized

• Reporting - you can set up filters with boolean criteria to give you insight into everything you need to know.
• Playbooks - these are very good for less-experienced CSM's who need a step-by-step guide on how to deal with different stages of the customer lifecycle. More experienced CSM's may not need the playbooks.
• Usage data for customers - there's a wide range of charts in Planhat that tell the story of client consumption.

Incentivized

• Integrations with other sources
• Dashboards easy to build
• Quick research of info

Incentivized

• 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.

Incentivized

• NPS measurement is not particularly customizable

Incentivized

It takes a while to learn Planhat even for experienced users. It has limitations in terms of what data you can present where, but its important to set internal guides outside Planhat as well so everybody working collaborative. But as CSM Planhat is a great- and critical tool which I use daily to optimise my work schedule and customer interaction with various topics.

Incentivized

Using of this tool I have improved customer satisfaction tracking and reduced churn rates by ensuring tasks are completed within set timeframes. Customer Sentiment analysis is also very important for me as well as the good project tracking and alignment across Product, Engineering, and Sales teams. This leads to more efficient collaboration and project completion.

Incentivized

The support team couldn't be better. They are quick to respond, very helpful, and thorough. Our CS manager was always happy to schedule calls to go through specific feature queries and she ensured we had a smooth and quick setup.

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.

Incentivized

• Vitally was much easier to both set up and maintain than ChurnZero. The ongoing cost of keeping Churn Zero set up correctly was ultimately too much and caused us to look at other tools.
• Vitally's user interface is much cleaner and easier to understand. While ChurnZero may have more customizations, we ultimately found we were not using large portions of their app.
• Vitally worked out to be much cheaper for our needs.

Incentivized

• 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.

• Positive Customer Onboarding and Progress Tracking
• Good tracking of customer relationship management
• Customer onboarding, adoption, and satisfaction

Incentivized