#1 most frequent
United States of America
52.2%273 installations of 523
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.
Categories & Use Cases
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Screenshot of Insights identify outliers in a portfolio to help users understand risks and opportunities.
Top Performing Features
Customer profiles
The software unifies and presents all customer data in one place, so customer success managers can track the health of each of their customers.
Category average: 8.7
Internal collaboration
The software allows members of your team to communicate and leave notes about any customer issues.
Category average: 8.2
Product usage
The software integrates with your application to track how customers are using your product.
Category average: 8.3
Areas for Improvement
Engagement analytics
The software allows you to track and report on how your customer base overall is using your product to surface insights such as how feature adoption correlates with customer retention.
Category average: 8.8
Automated workflow
The software allows you to set up automated actions, alerts or tasks to be triggered by particular changes in customer data.
Category average: 8.9
Revenue forecasting
Based on customer health trends, churn rates, etc., the software can predict revenue.
Category average: 7.4
Who Buys & Uses Planhat
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
11.5%60 installations of 523
#3 most frequent
France
5.9%31 installations of 523
Critical tool to optimise efficiency for CSM- and customer facing activities
Use Cases and Deployment Scope
Im part of the CSM function and our team use Planhat every day in pretty much every customer action we do. Besides our CRM tool, its our single source of truth to have our customer information on one single place, check important data points, collaboration between different team on important strategic accounts. We also document all our KPI/metrics progress in Planhat to follow how we are doing towards these goals.
Pros
- Structure customer data
- Goal establishment and measure results to clearly make sure we reach them
- Collaboration tool between departments
- Document important milestones and KPIs
Cons
- Flexibility in terms of what data you can bring in from other platforms
- More flexibility in what graphs we can create
- More languages in basic system
Return on Investment
- Save a lot of time
- Increase collaboration between departments
- Build a streamlined customer interaction process based on critical touchpoints needed
Usability
Alternatives Considered
Slack, Salesforce CMS, HubSpot CRM, Lime CRM and Startdeliver
Other Software Used
Slack, Salesforce CMS, LinkedIn Sales Navigator, Notion
A key part of our client management
Use Cases and Deployment Scope
Planhat is our one-stop database for all client interactions. We store all client calls, emails and interactions in Planhat, and then from here can look at all of our data on a macro or individual subscriber basis. We also regularly review our book's health using Planhat, either through filters, graphical representations, or tailored alerts that we can create as well.
Pros
- Good at capturing and storing all information in one place
- Excellent visibility for all people on the subscription allows for easier transparency and sharing of information
- Integrates nicely into other tools
Cons
- Some functionality is rather rigid and hard to edit
- Some data can be hard to input, and sometimes will not let you edit the field
- Need hand-holding to get up to speed to start with, but training is offered
- Forecasting is nearly impossible!
Return on Investment
- Makes my life a lot easier, and means I don't have to chase information around, but can save time instead.
Usability
Alternatives Considered
HubSpot CRM
Other Software Used
Slack, Intercom, RevenueHero, Jiminny, Mixpanel
The best Customer Success software out there !
Use Cases and Deployment Scope
Since I manage a large portfolio of customers, Planhat helps me manage all the customer-related data in a single platform. Be it the call logs, emails, or other chat communications everything is recorded in Planhat. Along with this, Planhat also helps me track the usage of a client's account. If they are running any campaigns when they log in, what activities they perform etc it helps me understand which customer to reach out to and increase their usage. It also helps me track the paid invoices, pending invoices, users within the account, etc. All these details help me optimize my portfolio and provide the best possible experience to my customers.
Pros
- Manage and store customer related data
- Tracks usage of the customer and their activities
- Helps in identifying customer risks and solving them
Cons
- Dark version of the platform for ease of usage
- Mobile application of Planhat for better accessibility
- Faster loading time between pages/sections within the website
Return on Investment
- Increased productivity and efficiency. Reduced time to analyse accounts
- Clear visibility to the management and leadership team
- Easy collaboration with other team members
Usability
Alternatives Considered
Salesforce Lightning Platform, Pipedrive and CRM and Deals for Zendesk
Other Software Used
CallHippo, Slack, 1Password, Tableau Cloud, Keka HR, Clari Copilot, Jira Software
Planhat for Churn Reduction
Use Cases and Deployment Scope
We use Planhat for our customer success initiatives to track client usage of our platform and ensure our clients are logging in and using the platform. We are also able to see what features they use to better understand how we can support them and identify upsell or cross sell opportunity’s across organizations .
Pros
- Product usage
- Upsell opportunities
Cons
- User interface
- Real time updates
Return on Investment
- Engaging with high risk users
Usability
Alternatives Considered
ChurnZero
Other Software Used
Salesforce CMS, Gong, Outreach
Very good and cost-effective CS Platform
Pros
- 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.
Cons
- 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.
Return on Investment
- Clear reporting has helped us to identify churn risks more effectively, and therefore proactively work on those accounts to mitigate risk
- Usage data coupled with license reporting has identified many upsell opportunities that are now being worked on by the sales and CS teams
- Playbooks have helped new CSM's onboard customers more effectively, thus setting that client up for success during the rest of the customer lifecycle
Alternatives Considered
Gainsight Customer Cloud and ChurnZero
