Skip to main content
TrustRadius
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.

Read more
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 …
Continue reading

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. …
Continue reading

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 …
Continue reading

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 …
Continue reading

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 …
Continue reading
Read all reviews

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

View all pros & cons
Return to navigation

Pricing

View all pricing
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,…

Return to navigation

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
Return to navigation

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 Mid-sized Companies (51-1,000 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

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

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Planhat is the best tool we have for keeping tabs on everything related to our clients and how we best support them on a day to day basis.
It wouldn't be the best positioned tool for email outsourcing or for prospecting, but rather a better tool for account management and avoiding chasing colleagues and trawling through numerous tools to find your key information.
Customer Data Extraction / Integration (2)
90%
9.0
Product usage
90%
9.0
Help desk / support tickets
90%
9.0
Customer Success Management (7)
61.42857142857143%
6.1
NPS surveys
N/A
N/A
Sponsor tracking
N/A
N/A
Customer profiles
100%
10.0
Automated workflow
70%
7.0
Internal collaboration
100%
10.0
Customer health scoring
80%
8.0
Customer segmentation
80%
8.0
CSM Reporting & Analytics (4)
67.5%
6.8
Customer health trends
50%
5.0
Engagement analytics
50%
5.0
Revenue forecasting
80%
8.0
Dashboards
90%
9.0
Security (1)
N/A
N/A
Role-based user permissions
N/A
N/A
Platform & Infrastructure (2)
45%
4.5
API
90%
9.0
Integration with Salesforce.com
N/A
N/A
  • Makes my life a lot easier, and means I don't have to chase information around, but can save time instead.
I was not the person involved in choosing Planhat, but it seems to me that Planhat is much better suited to an account management style role, whereas Hubspot is closer to a sales CRM instead.
In my position, Planhat is better suited as it is more graphical, more flexible, and easier to find information on.
Slack, Intercom, RevenueHero
August 22, 2021

A great tool

Erin Gracyalny | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
I think this is a great solution that I had not heard of prior to joining Nitro. Coming from an organization that used Totango before this, I liked that Planhat was similar and easy to use. I did enjoy that I could send emails and choose from templates directly in Planhat, so I was able to save a lot of time for myself by staying within one product.
Customer Data Extraction / Integration (2)
40%
4.0
Product usage
80%
8.0
Help desk / support tickets
N/A
N/A
Customer Success Management (7)
60%
6.0
NPS surveys
N/A
N/A
Sponsor tracking
N/A
N/A
Customer profiles
80%
8.0
Automated workflow
70%
7.0
Internal collaboration
90%
9.0
Customer health scoring
90%
9.0
Customer segmentation
90%
9.0
CSM Reporting & Analytics (4)
N/A
N/A
Customer health trends
N/A
N/A
Engagement analytics
N/A
N/A
Revenue forecasting
N/A
N/A
Dashboards
N/A
N/A
Security (1)
80%
8.0
Role-based user permissions
80%
8.0
Platform & Infrastructure (2)
95%
9.5
API
90%
9.0
Integration with Salesforce.com
100%
10.0
  • Better visibility into customer health, which led to more proactive reach outs to accounts at high risk.
  • Better renewal visibility by being able to surface upcoming renewal accounts and proactively reach out to provide value ahead of time.
Planhat compares relatively well to Totango, despite not coming along with the massive price tag. It was able to perform all of the functions our CSM team was needing and hoping it could do for us. It was able to highlight the customer's health according to the metrics we input, we could add a CSM sentiment to slightly weigh or adjust the score based on our own knowledge of the account, we could add notes, and the integration with Salesforce was key to making this work so that we could still see any interactions the sales team had with the customer as well.
The usability factor is huge. Things are pretty straightforward and easy to locate. If you're looking for contacts for an account, they're listed on a specific tab. If you're looking for a list or to make a report or segment of specific customers, there is a data tab that allows you to do so. Everything is easy to find and easy to navigate.
While I did not personally have much interaction with the Planhat support team, several of my colleagues did. They were always pleased with the support provided and the team responded quickly to any requests.
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.
If you have more than 50 customers and a spreadsheet is starting to be a poor tool to handle them, Planhat is for you.
Customer Data Extraction / Integration (2)
90%
9.0
Product usage
100%
10.0
Help desk / support tickets
80%
8.0
Customer Success Management (7)
91.42857142857142%
9.1
NPS surveys
100%
10.0
Sponsor tracking
70%
7.0
Customer profiles
100%
10.0
Automated workflow
80%
8.0
Internal collaboration
90%
9.0
Customer health scoring
100%
10.0
Customer segmentation
100%
10.0
CSM Reporting & Analytics (3)
93.33333333333334%
9.3
Customer health trends
100%
10.0
Engagement analytics
100%
10.0
Dashboards
80%
8.0
Security (1)
100%
10.0
Role-based user permissions
100%
10.0
Platform & Infrastructure (2)
100%
10.0
API
100%
10.0
Integration with Salesforce.com
100%
10.0
HubSpot, Atlassian JIRA Align (formerly AgileCraft), Intercom
Return to navigation