Planhat Reviews

6 Ratings
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Score 10.0 out of 100

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Reviews (1-6 of 6)

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Juan Martin Pagella | TrustRadius Reviewer
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.
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Anonymous | TrustRadius Reviewer
May 15, 2020

The best Customer Success tool out there!

Score 10 out of 10
Vetted Review
Verified User
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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.
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Anonymous | TrustRadius Reviewer
April 20, 2020

Fantastic Customer Success Software

Score 10 out of 10
Vetted Review
Verified User
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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.
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Anonymous | TrustRadius Reviewer
May 15, 2020

A must have for CS!

Score 10 out of 10
Vetted Review
Verified User
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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.
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Anonymous | TrustRadius Reviewer
May 06, 2020

Great customer success platform

Score 10 out of 10
Vetted Review
Verified User
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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.
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Anonymous | TrustRadius Reviewer
April 29, 2020

Very flexible CS platform!

Score 10 out of 10
Vetted Review
Verified User
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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.
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Planhat Scorecard Summary

Feature Scorecard Summary

Role-based user permissions (6)
9.8
API (6)
9.8
Integration with Salesforce.com (4)
9.8
Product usage (6)
10.0
Help desk / support tickets (6)
9.5
NPS surveys (6)
9.8
Sponsor tracking (6)
9.2
Customer profiles (6)
10.0
Automated workflow (6)
9.5
Internal collaboration (6)
9.8
Customer health scoring (6)
10.0
Customer segmentation (6)
10.0
Customer health trends (6)
10.0
Engagement analytics (6)
9.8
Revenue forecasting (5)
9.8
Dashboards (6)
9.7

About 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

Has featureProduct usage
Has featureHelp desk / support tickets
Has featureOnline customer community
Has featureMarketing emails

Customer Success Management Features

Has featureNPS surveys
Has featureSponsor tracking
Has featureCustomer profiles
Has featureAutomated workflow
Has featureInternal collaboration
Has featureCustomer health scoring
Has featureCustomer segmentation

CSM Reporting & Analytics Features

Has featureCustomer health trends
Has featureEngagement analytics
Has featureRevenue forecasting
Has featureDashboards
Has featureCustomer lifetime value
Has featureChurn rate

Security Features

Has featureRole-based user permissions

Platform & Infrastructure Features

Has featureAPI
Has featureIntegration with Salesforce.com

Planhat Screenshots

Planhat Competitors

Planhat Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:No