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.
Recent Reviews
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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- No setup fee
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- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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What is Freshsuccess?
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Product Details
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- Competitors
- Tech Details
- FAQs
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.
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.
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.
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.
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.
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.
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.
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.
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
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.
April 20, 2020
Fantastic Customer Success Software
Score 10 out of 10
Vetted Review
Verified User
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 that we engage our customers, collaborate and drive initiatives across the company. Planhat is used to drive down churn and increase up-sales, cross sales and upgrades.
Planhat has been easy to roll out across the enterprise and feedback from the team is great.
It's the main tool used for our teams to ensure that we engage our customers, collaborate and drive initiatives across the company. Planhat is used to drive down churn and increase up-sales, cross sales and upgrades.
Planhat has been easy to roll out across the enterprise and feedback from the team is great.