A key part of our client management
Planhat is our one-stop database for all client interactions. We store all client calls, emails and interactions in Planhat, and then from …
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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Popular Features
- Customer profiles (11)10.0100%
- Internal collaboration (11)10.0100%
- Product usage (11)9.090%
- Automated workflow (11)7.070%
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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.
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Freshsuccess?
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- Tech Details
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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 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
Planhat Competitors
Planhat Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
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.
Reviewers rate Customer profiles and Internal collaboration highest, with a score of 10.
The most common users of Planhat are from Mid-sized Companies (51-1,000 employees).
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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!
- Business Problems Solved
- Recommendations
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
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January 08, 2024
A key part of our client management
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.
- 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
- 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
August 30, 2021
Very good and cost-effective CS Platform
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.
August 22, 2021
A great tool
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.
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.
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.
May 15, 2020
A must have for CS!
Score 10 out of 10
Vetted Review
Verified User
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
May 15, 2020
The best Customer Success tool out there!
Score 10 out of 10
Vetted Review
Verified User
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.
May 15, 2020
Great product!
Score 10 out of 10
Vetted Review
Verified User
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.
May 06, 2020
Great customer success platform
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
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
April 29, 2020
Very flexible CS platform!
Score 10 out of 10
Vetted Review
Verified User
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.