Planhat

RATING:

4.7

(26)

About Planhat

Planhat is a customer success solution that helps businesses use configurable workflows to streamline the entire customer management lifecycle, from onboarding to reviews and renewals. The task management functionality enables employees to automatically generate tasks for events and activities with details, such as description, checklist, custom tags and due dates. Planhat's health score module allows staff members to analyze data across product lines, customer segments and lifecycle phases to identify risks and opportunities. Team members can centralize communication processes, assign emails, add comments and filter customer interactions, among other operations using the internal inbox. Additionally, it provides a separate customer portal, which enables profession...
Planhat insights

Planhat Reviews

Overall Rating

4.7

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for Planhat

1 - 5 of 26 Reviews

Anonymous

51-200 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed February 2023

Complete, user-friendly & integrated customer management software

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 ...

Tim

Computer Software, 2-10 employees

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2020

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

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

Reasons for switching to Planhat

We needed all of our data in one place. We needed our data to trigger processes. We needed a system that could monitor and alert the right people when items fall behind or get missed. Planhat did all of this and saved us time.

Anonymous

11-50 employees

Used weekly for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

EASE OF USE

3

VALUE FOR MONEY

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed November 2019

Quality Basic CSM tool

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

Reason for choosing Planhat

We chose planhat because of the integrations and the price point

Reasons for switching to Planhat

We hoped to better organize and manage our CSM team

Jordan

Program Development, 11-50 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2021

Great Platform for the Technically-Average

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"

Reasons for switching to Planhat

Poor proactive Customer Success-centric capabilites.

Nicole

Marketing and Advertising, 2-10 employees

Used daily for less than 12 months

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed June 2021

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

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.

Reason for choosing 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.