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Planhat

Score8.1 out of 10

45 Reviews and Ratings

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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.

Categories & Use Cases

Media

Screenshot of Insights identify outliers in a portfolio to help users understand risks and opportunities.
Screenshot of Displays clients through any filter to shows only the information that matters.

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Screenshot of Insights identify outliers in a portfolio to help users understand risks and opportunities.

Key Features

Learn about the best (and worst!) features Planhat has to offer, as determined by TrustRadius' reviewers.
Based on 45 ratings of Planhat's features
View all features

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

Reviews

What users are saying about Planhat.
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Critical tool to optimise efficiency for CSM- and customer facing activities

Incentivized
Verified User
Employee in Sales (201-500 employees employees)

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

Incentivized
Verified User
Account Manager in Customer Service (51-200 employees employees)

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 !

Incentivized
Verified User
Account Manager in Customer Service (201-500 employees employees)

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

Incentivized
Verified User
Employee in Sales (11-50 employees employees)

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

Incentivized
Matthew WheelerView profile
Customer Success Manager in Customer Service at Pexip (201-500 employees employees)

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

Usability

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