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Planhat

Planhat

Overview

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.

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Recent Reviews

TrustRadius Insights

Planhat is a versatile tool that caters to various teams and departments within organizations. The Customer Success Manager team at Pexip …
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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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Great customer success platform

10 out of 10
May 06, 2020
We use Planhat across the global customer success, customer experience organization. It is also used by sales and customer success …
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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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Fantastic Customer Success Software

10 out of 10
April 20, 2020
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 …
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Popular Features

View all 16 features
  • Customer profiles (11)
    10.0
    100%
  • Internal collaboration (11)
    9.9
    99%
  • Product usage (11)
    9.0
    90%
  • Automated workflow (11)
    7.0
    70%

Reviewer Pros & Cons

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Pricing

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N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

13 people also want pricing

Alternatives Pricing

What is Gainsight CS?

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…

What is Freshsuccess?

Freshsuccess (based on technology acquired by Natero by Freshworks in May 2019) is designed to help Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort. The vendor says features include: Customer 360 - See customer emails, chats,…

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Features

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

8.9
Avg 8.6

Platform & Infrastructure

Features related to platform-wide settings and structure, such as permissions, languages, integrations, customizations, etc.

9.2
Avg 8.5

Customer Data Extraction / Integration

Customer data extraction / integration

9
Avg 8.6

Customer Success Management

Customer Success Management

8.8
Avg 8.2

CSM Reporting & Analytics

Reporting & Analytics specific to customer success management

6.8
Avg 8.1
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Product Details

What is Planhat?

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

Planhat helps users to 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

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.

Planhat Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Gainsight CS, ChurnZero, and ClientSuccess are common alternatives for Planhat.

Reviewers rate Customer profiles highest, with a score of 10.

The most common users of Planhat are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(32)

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Planhat is a versatile tool that caters to various teams and departments within organizations. The Customer Success Manager team at Pexip relies on Planhat as their primary tool for storing customer information, tracking usage trends, and managing the renewals process. By utilizing Planhat's reporting capabilities, the team effectively manages upcoming renewals within the next 120 days, identifying risks, spotting upsell opportunities, and forecasting churn. Furthermore, Playbooks tailored to different stages of the customer lifecycle, such as onboarding, upselling, and churn risk management, are created and assigned to customers as needed.

Apart from the Customer Success Manager team, the Solutions Architect team at Pexip also benefits from Planhat by having read-only access to quickly access customer information. This feature enables them to have a comprehensive view of each client before meetings. Additionally, Planhat's portal feature offers a customized onboarding experience for new customers by allowing document uploads and sharing related to the onboarding process.

Planhat has proven to be a valuable tool for Nitro's CSM team as well. Being the first tool of its kind implemented by Nitro, it provides valuable insights into customer health profiles and streamlines various processes. Moreover, Planhat serves as an early warning system that facilitates proactive customer reach-outs before they express dissatisfaction or seek help.

Overall, Planhat's features like customer health scores, renewal management, analytics, and open API integration contribute to reducing churn, identifying up-sell opportunities, enhancing collaboration and engagement across multiple departments. It acts as a single source of truth for customer data and helps prioritize efforts effectively. Planhat receives positive feedback from users due to its intuitiveness and ease of use in improving processes and delivering an enhanced customer experience.

Users recommend doing thorough research before implementing Planhat, ensuring compatibility with integrations, and having a clear understanding of their revenue model. They suggest involving a knowledgeable person in JSON coding to establish health/usage metrics and not rushing through the setup process. Users also advise documenting everything and considering alternatives if NPS surveys are crucial for customer journey requirements. They recommend having a meeting with sales to determine customer-fit and starting a conversation. Users think Planhat is practical for small and big companies, and they suggest trying it as it is sleek and less legacy feeling compared to other competitors. They mention that Planhat offers excellent support, an easy-to-use interface, and powerful reporting capabilities. Users recommend knowing what you are looking for to get the best value out of it. They think Planhat is suitable for smaller CS organizations with good flexibility and describe it as a comprehensive CS tool with great insights and an intuitive UI. Users are happy with Planhat's strong team support and appreciate that it meets their needs. They suggest involving the broader team in the set-up process for better adoption, listing out all requirements, and planning the assessment process during the free trial. Users encourage others to explore the features and workflows in Planhat before making a decision. They were impressed by the responsiveness and knowledge of the Planhat team and assure others that they will not be disappointed by choosing it.

Attribute Ratings

Reviews

(1-4 of 4)
Companies can't remove reviews or game the system. Here's why
Matthew Wheeler | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Customer Data Extraction / Integration (2)
45%
4.5
Product usage
90%
9.0
Help desk / support tickets
N/A
N/A
Customer Success Management (7)
77.14285714285714%
7.7
NPS surveys
90%
9.0
Sponsor tracking
N/A
N/A
Customer profiles
90%
9.0
Automated workflow
80%
8.0
Internal collaboration
90%
9.0
Customer health scoring
90%
9.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
85%
8.5
Customer health trends
100%
10.0
Engagement analytics
70%
7.0
Revenue forecasting
80%
8.0
Dashboards
90%
9.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (2)
45%
4.5
API
N/A
N/A
Integration with Salesforce.com
90%
9.0
  • 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
When evaluating Planhat, we found that it had a better UI and was a more rounded product than Churn Zero. Planhat was considerably more expensive than Churn Zero, but we felt that the extra investment was worthwhile given that the product better met our needs.

When compared to Gainsight, we found the products largely similar. Each one had features that the other didn't have, but overall we felt that both would match our needs. The cost advantage gave Planhat the nod - we couldn't justify the extra expense that Gainsight would have incurred.
The reporting filters are very powerful but can be tricky to set up. Planhat ran a training session on reporting, which I recorded and have had to refer to several times when building complex filters.

In general, most features and functions are intuitive, with extensive use of drag-and-drop. We have had some issues with certain features disappearing, but that has been caused by our Planhat admins tweaking user permissions without realizing the full impact that that would have.
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.
Score 10 out of 10
Vetted Review
Verified User
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.
Customer Data Extraction / Integration (2)
80%
8.0
Product usage
90%
9.0
Help desk / support tickets
70%
7.0
Customer Success Management (7)
77.14285714285714%
7.7
NPS surveys
90%
9.0
Sponsor tracking
N/A
N/A
Customer profiles
90%
9.0
Automated workflow
90%
9.0
Internal collaboration
80%
8.0
Customer health scoring
90%
9.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
65%
6.5
Customer health trends
80%
8.0
Engagement analytics
90%
9.0
Revenue forecasting
N/A
N/A
Dashboards
90%
9.0
Security (1)
80%
8.0
Role-based user permissions
80%
8.0
Platform & Infrastructure (2)
40%
4.0
API
80%
8.0
Integration with Salesforce.com
N/A
N/A
  • 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.
Planhat was better value for money, seemed to be more user-friendly, and required less time to set up.
Our onboarding experience with Planhat was smooth and quick. The features and dashboards are very intuitive and don't take long to get the hang of. The support team is very responsive and helpful. Our CSM really took time to understand the goals and objectives of our business and helped us make sure Planhat was working to deliver on these goals.
They are extremely quick to respond and very helpful.
Score 10 out of 10
Vetted Review
Verified User
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.
Customer Data Extraction / Integration (2)
95%
9.5
Product usage
90%
9.0
Help desk / support tickets
100%
10.0
Customer Success Management (7)
78.57142857142857%
7.9
NPS surveys
100%
10.0
Sponsor tracking
N/A
N/A
Customer profiles
90%
9.0
Automated workflow
90%
9.0
Internal collaboration
70%
7.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
70%
7.0
Customer health trends
90%
9.0
Engagement analytics
100%
10.0
Revenue forecasting
N/A
N/A
Dashboards
90%
9.0
Security (1)
90%
9.0
Role-based user permissions
90%
9.0
Platform & Infrastructure (2)
N/A
N/A
API
N/A
N/A
Integration with Salesforce.com
N/A
N/A
  • Planhat has improved our customer engagement and adoption. Usage levels are continually improving.
  • Playbooks and automated workflows have saved us so much time when it comes to onboarding new clients.
  • The dashboards mean everyone in our business is now on the same page when it comes to customer health and the areas we need to improve on.
We needed a software that would not take months to set up and learn how to use. We needed powerful data that was easy to understand and action based on health scores dropping, etc. It was also important for us to be able to get our full team on the platform so that we could all be aware of important customer touchpoint data and areas for improvement. Planhat was the only software that could offer all of these things at a reasonable price. Planhat was also transparent about their pricing on their website compared to other competitors.
Planhat is an easy-to-use, intuitive software that didn't take long to set up and learn. We are able to view powerful, rich data in dashboards that break everything down so comprehensively. The support team is always there to help and is very quick to respond in live chat--so if you do have an issue or are unsure of how to use a feature, you will more than likely get an immediate response to your query, while still in the platform.
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
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.
Customer Data Extraction / Integration (2)
100%
10.0
Product usage
100%
10.0
Help desk / support tickets
100%
10.0
Customer Success Management (7)
98.57142857142858%
9.9
NPS surveys
100%
10.0
Sponsor tracking
90%
9.0
Customer profiles
100%
10.0
Automated workflow
100%
10.0
Internal collaboration
100%
10.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (4)
100%
10.0
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Revenue forecasting
100%
10.0
Dashboards
100%
10.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (2)
95%
9.5
API
100%
10.0
Integration with Salesforce.com
90%
9.0
  • It helps us reduce churn.
  • It helps us gain more references.
  • It helps identify up-sell opportunities.
Planhat has a better UI, covers a wide range of features and use-cases. It covers hybrid tech-touch and high touch well. Strong on revenue management.
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