Item: Planhat
Rating: 10
Author: Nicole Brennan

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

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.

Alternatives Considered

Totango and Gainsight Customer Cloud

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.

Key Insights

Do you think Planhat delivers good value for the price?

Yes

Are you happy with Planhat's feature set?

Yes

Did Planhat live up to sales and marketing promises?

Yes

Did implementation of Planhat go as expected?

Yes

Would you buy Planhat again?

Yes

Usability

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.

Support Rating

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.

Likelihood to Recommend

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.

Amazing CS tool--intuitive platform, excellent support

Overall Satisfaction with Planhat