Great customer success platform
May 06, 2020

Great customer success platform

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Planhat

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
  • 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.
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.

Planhat Feature Ratings

Product usage
10
Help desk / support tickets
10
NPS surveys
10
Sponsor tracking
9
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Revenue forecasting
10
Dashboards
10
Role-based user permissions
10
API
10
Integration with Salesforce.com
9