Planhat

4.7 (27)
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Customer success platform

Overall rating

4.7 /5
(27)
Value for Money
4.6/5
Features
4.7/5
Ease of Use
4.5/5
Customer Support
4.7/5

93%
recommended this app
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27 Reviews

Ranula
Ranula
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Weekly for Free Trial
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Planhat - the flexible and powerful customer success tool

Reviewed on 2025/01/16

Pros

This is a nice tool to manage customer success for your own business. It helped me to manage retention and engagement easily. overall a good tool.

Cons

It took me a hard time when it comes to learning and adapting to the advance features. if I try to setup a complex workflow it took me some time and reporting and analytics is also not user friendly as some dedicated tools

Tim
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

During COVID Planhat has allowed us to transition to working remotely whilst streamlining our...

Reviewed on 2020/09/01

Our business operations consist of detailed and complex series of business processes that are...

Our business operations consist of detailed and complex series of business processes that are required to signup, onboard and retain our customers. Planhat allowed us to solve the problem of transitioning from a high-contact team working in the same location to one that is now working remotely and much less 'in the loop' that we previously were. Whilst Zoom and Slack are handy for keeping in contact you still miss the discussions on the way to lunch on in the hallway. Planhat has been our safety net ensuring that nothing gets missed and everything happens at the right time.

Pros

Planhat's complete customisability is its biggest benefit for us. We have a complex and multi-path series of business processes that require non-standard and integratable information at every step. Planhat allowed us to automated our processes through playbooks that trigger off this information and their easy to use API has allowed us to integrate our others systems directly into PH making our transition to remote work smooth and error free.

Cons

Nothing. Planhat is an extremely well fleshed out system supported by a team that are clearly experts on not just their own system but CRM systems in general; a question of 'how do i' usually leads to a much better solution than we initially thought about and the capabilities of the system are constantly expanding each month

Verified Reviewer
Overall rating
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 4.0 /10

Quality Basic CSM tool

Reviewed on 2019/11/26

Overall it solved a few use cases for us but not enough for us to continue to use the software

Overall it solved a few use cases for us but not enough for us to continue to use the software

Pros

It was good for a few of our use cases, but because we did not implement all the functionality it was not the best fit for us.

Cons

The UI was a little rough around the edges not very clean compared the the best tools out there

Nicole
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 2–10 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

The best CS tool to scale your business operations and improve your customer experience

Reviewed on 2021/06/14

Before using PlanHat we had very little insight into our customer health and how they were using...

Before using PlanHat we had very little insight into our customer health and how they were using our technology. PlanHat enabled us to understand our customers better and what features and UX needed to be improved.

We have saved so much time automating workflows and assigning playbooks for onboarding new customers.

Pros

The customer health scores and renewal management have really helped streamline our processes and improve the customer experience.

Our customers love their Customer Portal where we share playbooks, usage dashboards and success plans. This transparency has improved adoption and helped us build trust.

It's really easy to use and intuitive - while still providing powerful data insights and reports.

Cons

Not much to dislike - there were some limitation with usage tracking for Parent-Child companies, but I know they were working on some updates on this.

Alternatives Considered

Gainsight CS and Totango

Reasons for Switching to Planhat

PlanHat was easier to use and wouldn't require as much time to setup and onboard. The software was more user-friendly and better value.
Jordan
Overall rating
  • Industry: Program Development
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Great Platform for the Technically-Average

Reviewed on 2021/01/13

There's certainly a learning curve, when you first start. But, as soon as you understand how to...

There's certainly a learning curve, when you first start. But, as soon as you understand how to build filters or triggers, you'll be in great shape. At that point, you'll be able to create all kinds of useful features for a wide variety of purposes.

Pros

You can set up your system to be as simplistic or as complex as you would like it to be. You can also restrict the actions of your users via Role Management, so when you finally build out those complex filters or metric analytics, you won't have wandering hands meddling with your filters or code.

Cons

Some of the filter options are labelled somewhat deceivingly, or are at least inconsistent with what their relative data fields are called on the front end. i.e. "Workflow/Template" for "Playbooks"

Alternatives Considered

Dynamics 365

Reasons for Choosing Planhat

Poor proactive Customer Success-centric capabilites.

Switched From

Dynamics 365
Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Complete, user-friendly & integrated customer management software

Reviewed on 2023/02/21

Pros

Having a complete overview of your sales briefing, planned activities, cross departement communication and subscription insights gives you all tools to do an excellent customer management. To do that we had to integrate our CRM, our back office, Chargebee, Aircall, NPS by Promotor, ... and it was all feasible and within a proper timing. Communication with the Planhat professionals is always great.

Cons

We had to offer an internal training specific to our use case to have a faster implementation. And this takes dedicated resources ...

Juan Martin
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great product!

Reviewed on 2020/05/14

Planhat has helped us a lot since we hired it. We wanted to have an early warning system and now...

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.

Pros

Its a very powerful tool and really easy to use at the same time. No training needed.

Cons

We would like them to do more webinars and/or events to do networking and have a broader benchmark about how other SaaS companies are dealing with churn, expansion and so forth

Alternatives Considered

ChurnZero, Gainsight CS and Totango
Verified Reviewer
Overall rating
  • Company size: 51–200 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

I think that Planhat is very user friendly, has a good price and a very responsive team.

Reviewed on 2018/04/15

A good overview of how our current customers are doing

A good overview of how our current customers are doing

Pros

The overview that the dashboards give. The team is very responsive to input and adaptations of the platform.

Cons

I would like to see integrations with ERP-system and cash-flow forecasting functionality. Some times the system loads a bit slow, but could also be our WI-FI.

Verified Reviewer
Overall rating
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

A sleek, easy to use and powerful tool that provides a clear overview to my CSMs

Reviewed on 2018/06/12

Pros

Easy to use interface
The insights tab with its clear overview of usage, adoption and ARR size
All the integration capabilities
The team behind Planhat that goes to great lengths to ensure our success

Cons

You need to be willing to spend time understanding how you as a company can best benefit from Planhat, which KPIs to prioritize etc. But this goes for all CS tools on the market and not only Planhat

Ashton
Ashton
Overall rating
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 5.0 /10

Great Concept, but Buggy

Reviewed on 2019/03/25

Pros

Being able to see where projects, or "playbooks" are at a glance is very nice, using a progress bar and % complete. It's simple and I love that.

Cons

Its young software, and you can tell. Very basic functions, like clearing all tasks, or posting a hyperlink don't work, or aren't developed. Their support is also overseas, which doesn't always translate very well with American companies when it can be tough to get a hold of people during normal business hours.

illian
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Your friendly CRM

Reviewed on 2022/08/04

I really like it

I really like it

Pros

The way you see the tasks and how you can check your team's work.
The fact that the tasks do not depend on others.

Cons

It could have a friendlier interphase, easier to visualize, the names are always very small.

Mia
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Easy to implement CS Tool

Reviewed on 2020/04/24

Planhat has allowed us for the first time ever to have a complete 360 degree view of our customers...

Planhat has allowed us for the first time ever to have a complete 360 degree view of our customers and insight into all conversations happening with them across different departments and functions. We finally feel that things will not fall through the cracks and our CS team can move away from Excel and google docs and work proactively inside one system for improved efficiency.

Pros

Planhat allowed us to implement a very powerful CS tool easily, efficiently and in a short time period. This was possible in part due to the fact that the tool "plays well with other" applications and softwares we use for support, ticketing, communications and email, and in part because the support and engineering teams were extremely accessible and easy to work with.

Cons

Being an organization with a lot of layers of complexity in our Customer Success department with a great number of products, CS reps and customers globally, sometimes we found that Planhat had some limitations to accommodate our permission levels and roles. However, after bringing this to the Planhat team's attention they were very agile to implement changes and enhance their product to fit our needs.

Quentin
Overall rating
  • Industry: Computer Software
  • Company size: 201–500 Employees
  • Used Monthly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 7.0 /10

Great software for customer success rep

Reviewed on 2023/01/14

Nothing but positive.

Nothing but positive.

Pros

without forgetting to please sales reps. It's awesome at driving value for customers once they just signed, and easily integrated with our other tech stack (CRM for sales and customer support). Great UX/UI. Extensive features.

Cons

Nothing, lots of features so one might get lost in the beginning, but they have great resources to learn how to use the platform.

Kristian
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Great tool and easy to get your other tools integrated. A perfect overview.

Reviewed on 2018/04/13

Pros

I love the control and overview Planhat gives me of our customer base - I can see everything I need to know about my customers in one location and take action.
It's really important to have the entire company invested in customer success and Planhat allows us to do that.
- Easy to use / User Friendly UI
- Great team
- Trust in APIs and ability to track usage
- Ability to measure adoption

Cons

I am overall very happy with the service, no special cons to describe here.The possibilities of this service is vast, I may be missing out on some features that could be useful for me.

Ingrid
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Life saver and easy to use!

Reviewed on 2018/04/10

Daily work is so much easier with Planhat! Ensuring smooth onboarding of all customers and...

Daily work is so much easier with Planhat! Ensuring smooth onboarding of all customers and preventing churn has been the main features we're using!

Pros

That it's easy to use and that we can customise it based on our specific needs.
Integrating it with our own product to track usage with the Health module was the best decision we made!

Cons

Initially some bugs, that I must say was solved impressively fast.
Working for a Saas start-up myself I understand that bugs "comes with" and I appreciate how easy it has been to work with Niklas and the team to sort out the bugs.

DREW
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Works as Intended

Reviewed on 2019/11/20

Overall, it solved a need at the time for our business. There are integrations and other aspects we...

Overall, it solved a need at the time for our business. There are integrations and other aspects we definitely did not use to 100% capacity. The only issue I personally experienced was ease and speed of navigation.

Pros

I liked the ability to keep everything organized in one space as far as our Book of Business. The Conversations view was insightful with our Intercom integration.

Cons

It seemed to be slow sometimes in regards to making changes and navigating around. Namely, when your Book of Business is extensive there was no good way tom navigate from the List view, to a specific account, and then back to said List view.

Chris
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Fantastic customer success software

Reviewed on 2018/09/12

We have been managing our portfolio of B2B SaaS clients. We now live in Planhat, manage our...

We have been managing our portfolio of B2B SaaS clients. We now live in Planhat, manage our customers through it and get enormous visibility into user engagement and churn, and gain huge amounts of time back that we can use on more valuable work.

Pros

Planhat is a fantastic tool for managing high touch customers and automating processes for low touch customers. Having all our customer data in 1 place is a huge win, the user interafce is incredibly easy to understand and the team are great to work with. Highly recommend.

Cons

Nothing i really dislike - this is a solid product and strong team.

Christian
Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Powerful customer success software for the enterprise

Reviewed on 2020/04/18

Fantastic!
Its the most used tool for our customer success team

Fantastic!
Its the most used tool for our customer success team

Pros

The customer data module that enables our teams to collaborate on different segments of our customer base. The analytics that are customizable for each user and the customer 360 view that helps us drill into each account .

Cons

There is a lot of functionality so it's important to enable the right features for the right users.

Hanna
Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great customer success management platform

Reviewed on 2018/06/08

Reducing churn, more upsales.
Insights into our customer data. Helps us scale our Customer Success...

Reducing churn, more upsales.
Insights into our customer data. Helps us scale our Customer Success organization.

Pros

Powerful technology and great people!
The Planhat team really understand CS at depth.
Their product is flexible and gives support through the entire customer lifecycle. From onboarding to auto-triggered messages, insights into your portfolio, health score and much more.

Easy to use and easy to set-up.

I also like the overview of the feature- level health score and their "user-tracks" where you can see health on a user-level.

Cons

Not much I can think of. If anything, I think its important to think through which features you want to have enabled - the product can do a lot of things.

Thomas
Overall rating
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Versatile and easy to use

Reviewed on 2020/03/06

Essential tool in our daily work, easy to use. Would recommend 10/10

Essential tool in our daily work, easy to use. Would recommend 10/10

Pros

Gives great overview of customer portfolio, allows to create workflows, segments and integrations.

Cons

Nothing to add here. Are great when it comes to user feedback.

Nicholas
Overall rating
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Very good and easy to use product

Reviewed on 2018/04/09

Overview and clear interface.

Overview and clear interface.

Pros

Easy, neat, straight forward. The support team is amazing. Always very quick in replying and accommodating.

Cons

Initially some bugs, but the now everything is working. There are so many more features that we wish to have, but I can at the same time understand that it is not possible for Planhat to do all.

Enrique
Overall rating
  • Industry: Computer Software
  • Company size: 11–50 Employees
  • Used Weekly for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Great experience using Planhat

Reviewed on 2020/04/18

In general our team had a great experience working with Planhat and their CS team. We definitely...

In general our team had a great experience working with Planhat and their CS team. We definitely recommend it!

Pros

It's very user friendly, the metrics and dashboards were very useful to our team, to identify potential churn and work on it on time. The playbooks and lifecycle tools are easy to use and to adopt. They have a lot of native integrations which make the work easier as well.

Cons

So far nothing to report here. It's been an overall good tool.

Tobias
Overall rating
  • Used Monthly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support

Great tool with lots of potential. Easy setup and we received efficient and thorough training.

Reviewed on 2018/06/07

Pros

The customization it allowed us to have, based on our current procedures and methodology. Also, the dedication from the planhat-team.

Cons

We haven't used it for long so nothing so far, the journey has been smooth in the setup process. We looked at other providers but again, the customization spoke to us.

Connor
Overall rating
  • Industry: Automotive
  • Company size: 11–50 Employees
  • Used Monthly for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 9.0 /10

Honest Review

Reviewed on 2019/11/26

Pros

The ability to break down tasks for each step of the process

Cons

Wish you could see each step more clearly

Gabrielle
Overall rating
  • Industry: E-Learning
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Un outil indispensable !

Reviewed on 2023/12/13

Pros

J'adore cet outil et ne pourrai m'en passer. Plus on a de clients, plus il est difficile de se souvenir de tout (l'écosystème, les outils, les actions précédentes et à venir etc.). Il est également facile d'avoir une vison globale de son portefeuille et d'analyser les risques.

Cons

Chez nous, chaque client a un portail personnalisé. J'aimerai pouvoir ajouter des données d'engagement utilisateurs sur la fiche de chacun de mes clients sur Planhat.