Planhat Reviews

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27 Reviews

- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Weekly for Free Trial
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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
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 1+ year
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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
- Industry: Automotive
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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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
- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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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.
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.- Industry: Program Development
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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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 365Reasons for Choosing Planhat
Poor proactive Customer Success-centric capabilites.Switched From
Dynamics 365- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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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 ...
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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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
- Company size: 51–200 Employees
- Used Weekly for 1+ year
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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.
- Company size: 1,001–5,000 Employees
- Used Weekly for 6-12 months
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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

- Industry: Automotive
- Company size: 11–50 Employees
- Used Monthly for 1+ year
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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.
- Industry: Marketing & Advertising
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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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.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
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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.
- Industry: Computer Software
- Company size: 201–500 Employees
- Used Monthly for 1+ year
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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.
- Used Daily for 2+ years
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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.
- Used Daily for 2+ years
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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.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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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.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 1+ year
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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.
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 6-12 months
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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.
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Weekly for 1+ year
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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.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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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.
- Used Weekly for 2+ years
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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.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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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.
- Used Monthly for 1-5 months
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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.
- Industry: Automotive
- Company size: 11–50 Employees
- Used Monthly for 1-5 months
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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
- Industry: E-Learning
- Company size: 51–200 Employees
- Used Daily for 2+ years
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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.