Planhat

Planhat

About TrustRadius Scoring
Score 8.9 out of 100
Planhat

Overview

Recent Reviews

A great tool

8 out of 10
August 22, 2021
Planhat is being used by the Customer Success Manager team to calculate for customer health, track customer communications (via Planhat …
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A must have for CS!

10 out of 10
May 15, 2020
Planhat is a must have for a customer success org. It is easy to use, fast to implement. The customer 360 view is incredibly insightful. …
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Very flexible CS platform!

10 out of 10
April 29, 2020
Planhat is used in our customer success, account managment, and business ops teams. Planhat is not only our CS tool but our source of …
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Popular Features

View all 16 features

Product usage (10)

8.9
89%

Customer profiles (10)

8.9
89%

Role-based user permissions (10)

8.9
89%

Automated workflow (10)

8.4
84%

Reviewer Pros & Cons

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Pricing

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What is Planhat?

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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Alternatives Pricing

What is Totango?

Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor, Totango is also…

What is Gainsight Customer Cloud?

Gainsight’s customer-centric technology aims to drive the future of customer success. The company’s Customer Cloud offers a set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer data, that together are designed to enable businesses…

Features Scorecard

Security

8.9
89%

Platform & Infrastructure

9.2
92%

Customer Data Extraction / Integration

8.8
88%

Customer Success Management

9.1
91%

CSM Reporting & Analytics

8.9
89%

Product Details

What is Planhat?

Planhat is a Customer Success Platform built to make Customer Success simple.

The vendor describes Planhat as beautiful and easy to use, and states that it helps users reduce churn, upsell more, drive user engagement and maximize the lifetime value of customers.

Planhat is built for everyone from the CS rep to the C-Suite, with the functionality and features expected of a modern Customer Success Platform - but the vendor states its difference is in its design, usability and speed to implement.

Planhat Features

Customer Data Extraction / Integration Features

  • Supported: Product usage
  • Supported: Help desk / support tickets
  • Supported: Online customer community
  • Supported: Marketing emails

Customer Success Management Features

  • Supported: NPS surveys
  • Supported: Sponsor tracking
  • Supported: Customer profiles
  • Supported: Automated workflow
  • Supported: Internal collaboration
  • Supported: Customer health scoring
  • Supported: Customer segmentation

CSM Reporting & Analytics Features

  • Supported: Customer health trends
  • Supported: Engagement analytics
  • Supported: Revenue forecasting
  • Supported: Dashboards
  • Supported: Customer lifetime value
  • Supported: Churn rate

Security Features

  • Supported: Role-based user permissions

Platform & Infrastructure Features

  • Supported: API
  • Supported: Integration with Salesforce.com

Planhat Screenshots

Identify outliers in a portfolio and quickly understand risks and opportunities.See your clients through any filter and show only the information that matters to you.

Planhat Competitors

Planhat Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

What is Planhat?

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.

What is Planhat's best feature?

Reviewers rate Customer segmentation highest, with a score of 9.8.

Who uses Planhat?

The most common users of Planhat are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews and Ratings

 (17)

Ratings

Reviews

(1-10 of 10)
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Matthew Wheeler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
At Pexip, we use Planhat as our Customer Success platform. All CSM's globally use Planhat as their main tool to store customer information, look at usage trends, and manage the renewals process. We have created playbooks for various stages of the customer lifecycle, such as onboarding, upsell, and churn risk management, and these playbooks are assigned to customers as required.

Heavy use is made of the reporting capabilities in Planhat, particularly around managing renewals coming up in the next 120 days. I use these reports in my weekly calls with the management team to identify risk, spot upsell opportunities and forecast churn.

Other groups in Pexip, such as our Solutions Architect team, have also been granted read-only access to Planhat so that they can quickly look up information on any customer, and have a full picture of that client before meeting with them.

We also use the portal feature of Planhat, where we can upload documents related to the onboarding process for new customers and give the customer access to those documents. The portal can be customized to suit the needs of each particular client.
  • 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.
  • The data in Planhat can only be as clean as its original source, and we realized that there was a lot of erroneous data shown. That's not a fault with Planhat, but it took us a long time to clean that up.
  • The bubble view is touted as a key differentiator in the product, but in reality, I don't find it very useful.
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.
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.
August 22, 2021

A great tool

Erin Gracyalny | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
Planhat is being used by the Customer Success Manager team to calculate for customer health, track customer communications (via Planhat and also synced with Salesforce), to run playbooks based on different scenarios, and to provide an overall space for a single source of truth. Planhat was the first tool that was implemented of this nature at Nitro for the CSM team, so it was something that provided a lot of value and so much more insight into a customer's health profile.
  • Customer health
  • Playbooks
  • Salesforce integration
  • 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.
I think this is a great solution that I had not heard of prior to joining Nitro. Coming from an organization that used Totango before this, I liked that Planhat was similar and easy to use. I did enjoy that I could send emails and choose from templates directly in Planhat, so I was able to save a lot of time for myself by staying within one product.
While I did not personally have much interaction with the Planhat support team, several of my colleagues did. They were always pleased with the support provided and the team responded quickly to any requests.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Planhat is a fantastic customer success platform. It’s really intuitive and easy to use. The customer health scores and renewal management have really helped streamline our processes and improve the customer experience. This tool really helps give visibility into customer health in ways that may be otherwise untrackable. Its open API integrates directly into our software product, so we're able to get real-time usage data.
  • 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.
Planhat is well suited for management and executive teams globally, beyond customer success, as it is a powerful platform that enables top-level management to drive change and understand performance. We can easily know who on the CS team is managing large portfolios, who has good health scores.
They are extremely quick to respond and very helpful.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Planhat is a fantastic customer success management tool being used by the CS department. Before using Planhat, we had no tool to manage our customer lifecycle, automate processes, or track and manage usage data. The customer health scores and renewal management have really helped streamline our processes and improve the customer experience.
  • 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.
  • There are some limitations with sharing usage data for parent-child companies, but Planhat is aware of this and working on some updates.
Planhat is suitable for all customer success teams. They don't charge per user, so everyone in an organization can have access. This is really beneficial to get your business aligned. Usage data, health scores, and playbooks are instrumental in helping scale business operations. Planhat has features that appeal both to top-level management and to customer success teams.
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Planhat is a must have for a customer success org. It is easy to use, fast to implement. The customer 360 view is incredibly insightful. The analytics are strong and give you a lot of different ways to slice and dice the data. Plus as a Director, the conversations tab to see emails and call logs is helpful.
  • Analytics
  • Bubble Room
  • Conversations
  • Filters by product
As a Director, Planhat is awesome for pipe reviews. Understanding the client lifecycle, where the clients sit, their health score, engagement, conversations, CSM rating, the 360 views. It's helpful to then task an account manager or a growth executive or myself with actions, and make sure they are followed up with.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Planhat is used across our global Customer Success organization and enables us to better drive and control our churn efforts.
  • Great team and customer service.
  • Customer 360 view.
  • Dashboards.
  • Filtering.
  • Easy to use.
  • Fast to implement.
  • Not much to improve on key features, take feedback and implement it well.
  • Additional templates can be added.
Planhat is an excellent tool for any CS organization and will enable you to manage and reduce churn more strategically.
May 15, 2020

Great product!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Planhat has helped us a lot since we hired it. We wanted to have an early warning system and now our team is contacting customers when they need a proactive reach instead of after they've asked for help or complained about something.

We can easily have a quick understanding of what’s going on with our customer base and where we need to focus our efforts.


  • Its a very powerful tool.
  • Really easy to use.
  • Cost effective.
  • Support could improve, but it's OK.
  • They could do more webinars or events for networking & benchmark best practices.
If you have more than 50 customers and a spreadsheet is starting to be a poor tool to handle them, Planhat is for you.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Planhat across the global customer success, customer experience organization. It is also used by sales and customer success leadership across the company.

It solves several challenges for us:
1. It is our customer success platform - where everyone in the company can find all customer data
2. It helps us reduce churn
3. Identify and drive up-sell opportunities
  • 360 account overview
  • Customer Portfolio overview
  • Customer Segmentation
  • Identifying churn cases
  • Identifying up-sell opportunities
  • Automation
  • Customer Insights (customer intelligence)
  • All customer conversations in one place
  • Even more templates for dashboards
  • Out of the box playbooks
Great for growing B2B SaaS companies.
Great for subscription companies with a hybrid tech touch and high touch model.

Not sure how well it fits smaller B2C companies that are not SaaS.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Planhat is used in our customer success, account managment, and business ops teams. Planhat is not only our CS tool but our source of truth for customer data. As a manager, I can follow both customers activity and CSM activity.
  • Gives me full control of customer data.
  • Good UX and easy to use.
  • Very flexible.
  • Inspiring team at Planhat.
  • More templates would be great.
What sticks out the most are two things: How flexible and easy-to-use the solution is, and how the team at Planhat has helped us improve CS processes. Very impressed overall with Planhat.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Planhat is used in the customer success teams, customer growth teams, Ops and leadership.
It's the main tool used for our teams to ensure that we engage our customers, collaborate and drive initiatives across the company. Planhat is used to drive down churn and increase up-sales, cross sales and upgrades.

Planhat has been easy to roll out across the enterprise and feedback from the team is great.
  • Internal Collaboration on customer accounts (CS, Support, exec sponsors, CX).
  • For leadership to standardize methodology and initiatives.
  • Customizeable for basic or advance users.
  • Analytics - internal CS activities as well as customer engagement analytics.
  • Giving access rights to different users is powerful but requires some thinking (who can see which accounts).
  • More templates would be great when creating customized dashboards.
  • Not much to complain about really - the team has been very responsive to feedback.
Great for B2B SaaS. Especially for high touch models.