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.

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

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.

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.

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

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

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.

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

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.

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.

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"

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.

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.

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.

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.

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

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

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

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.

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!

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!

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.

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.

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.

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.

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.

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.

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.

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.

- interface intuitive : onboarding très rapide - gestion clients efficace : d'excellentes fonctionnalités pour le suivi et la gestion des interactions avec les clients. Cela m'a permis d'optimiser les relations clients et d'améliorer la fidélisation. - faciliter de prévoir des scénarios pour le suivi du cycle de vie clients

RAS à date, je n'ai pas eu à tester le support client, il m'est donc impossible de tester la réactivité du service

J'apprécie Planhat pour l'agilité avec laquelle on peut personnaliser l'expérience en fonction de la manière dont on gère nos portefeuilles clients. Les vues statistiques sont aussi très détaillées.

Il y a souvent des soucis au niveau de la synchronisation avec nos agendas et nos boites de réception Google.

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.

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.

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

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.

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.

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.

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

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.

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.

I really like it

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.

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

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

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 .

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

Overview and clear interface.

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

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.

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

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

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

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

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.

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

A good overview of how our current customers are doing

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

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.

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

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

Nothing but positive.

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.

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

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

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.