TrustRadius Insights for Planhat are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
Planhat is a versatile tool that caters to various teams and departments within organizations. The Customer Success Manager team at Pexip relies on Planhat as their primary tool for storing customer information, tracking usage trends, and managing the renewals process. By utilizing Planhat's reporting capabilities, the team effectively manages upcoming renewals within the next 120 days, identifying risks, spotting upsell opportunities, and forecasting churn. Furthermore, Playbooks tailored to different stages of the customer lifecycle, such as onboarding, upselling, and churn risk management, are created and assigned to customers as needed.
Apart from the Customer Success Manager team, the Solutions Architect team at Pexip also benefits from Planhat by having read-only access to quickly access customer information. This feature enables them to have a comprehensive view of each client before meetings. Additionally, Planhat's portal feature offers a customized onboarding experience for new customers by allowing document uploads and sharing related to the onboarding process.
Planhat has proven to be a valuable tool for Nitro's CSM team as well. Being the first tool of its kind implemented by Nitro, it provides valuable insights into customer health profiles and streamlines various processes. Moreover, Planhat serves as an early warning system that facilitates proactive customer reach-outs before they express dissatisfaction or seek help.
Overall, Planhat's features like customer health scores, renewal management, analytics, and open API integration contribute to reducing churn, identifying up-sell opportunities, enhancing collaboration and engagement across multiple departments. It acts as a single source of truth for customer data and helps prioritize efforts effectively. Planhat receives positive feedback from users due to its intuitiveness and ease of use in improving processes and delivering an enhanced customer experience.
Im part of the CSM function and our team use Planhat every day in pretty much every customer action we do. Besides our CRM tool, its our single source of truth to have our customer information on one single place, check important data points, collaboration between different team on important strategic accounts. We also document all our KPI/metrics progress in Planhat to follow how we are doing towards these goals.
Pros
Structure customer data
Goal establishment and measure results to clearly make sure we reach them
Collaboration tool between departments
Document important milestones and KPIs
Cons
Flexibility in terms of what data you can bring in from other platforms
More flexibility in what graphs we can create
More languages in basic system
Likelihood to Recommend
Its a great tool for being a one source of truth for customer data and interaction, and at the same time building standard templates for different meetings with customers. Planhat is not a single source of truth based on feature limitations like marketing and quote capabilities, but also its scalability to tailor it.
We use Planhat for our customer success initiatives to track client usage of our platform and ensure our clients are logging in and using the platform. We are also able to see what features they use to better understand how we can support them and identify upsell or cross sell opportunity’s across organizations .
Pros
Product usage
Upsell opportunities
Cons
User interface
Real time updates
Likelihood to Recommend
Planhat is great for teams who are looking to engage and track how their customers are using their platform. It’s a one stop stop to see what clients are using the platform and how they use it along with better communicating with clients based on the needs of how they use the platform. Additionally it is great for product teams to pitch new feature to specific clients
Since I manage a large portfolio of customers, Planhat helps me manage all the customer-related data in a single platform. Be it the call logs, emails, or other chat communications everything is recorded in Planhat. Along with this, Planhat also helps me track the usage of a client's account. If they are running any campaigns when they log in, what activities they perform etc it helps me understand which customer to reach out to and increase their usage. It also helps me track the paid invoices, pending invoices, users within the account, etc. All these details help me optimize my portfolio and provide the best possible experience to my customers.
Pros
Manage and store customer related data
Tracks usage of the customer and their activities
Helps in identifying customer risks and solving them
Cons
Dark version of the platform for ease of usage
Mobile application of Planhat for better accessibility
Faster loading time between pages/sections within the website
Likelihood to Recommend
For someone working in the Customer Success team, Planhat is a must-have software. All your client-level data can be easily managed, stored, and reviewed at any point in time by Planhat. It also helps the management and the leadership team better see each account and its usage. It also helps in identifying potentially risky customers and taking the required actions to engage and retain the account. It also gets integrated easily with other meeting recording tools wherein the summary from the tool gets easily synced with Planhat
VU
Verified User
Account Manager in Customer Service (201-500 employees)
Planhat is our one-stop database for all client interactions. We store all client calls, emails and interactions in Planhat, and then from here can look at all of our data on a macro or individual subscriber basis. We also regularly review our book's health using Planhat, either through filters, graphical representations, or tailored alerts that we can create as well.
Pros
Good at capturing and storing all information in one place
Excellent visibility for all people on the subscription allows for easier transparency and sharing of information
Integrates nicely into other tools
Cons
Some functionality is rather rigid and hard to edit
Some data can be hard to input, and sometimes will not let you edit the field
Need hand-holding to get up to speed to start with, but training is offered
Forecasting is nearly impossible!
Likelihood to Recommend
Planhat is the best tool we have for keeping tabs on everything related to our clients and how we best support them on a day to day basis.
It wouldn't be the best positioned tool for email outsourcing or for prospecting, but rather a better tool for account management and avoiding chasing colleagues and trawling through numerous tools to find your key information.
VU
Verified User
Account Manager in Customer Service (51-200 employees)
<div>At Pexip, we use Planhat as our Customer Success platform. All CSM's globally use Planhat as their main tool to store customer information, look at usage trends, and manage the renewals process. We have created playbooks for various stages of the customer lifecycle, such as onboarding, upsell, and churn risk management, and these playbooks are assigned to customers as required.</div><div>
</div><div>Heavy use is made of the reporting capabilities in Planhat, particularly around managing renewals coming up in the next 120 days. I use these reports in my weekly calls with the management team to identify risk, spot upsell opportunities and forecast churn.
</div><div>
</div><div>Other groups in Pexip, such as our Solutions Architect team, have also been granted read-only access to Planhat so that they can quickly look up information on any customer, and have a full picture of that client before meeting with them.
</div><div>
</div><div>We also use the portal feature of Planhat, where we can upload documents related to the onboarding process for new customers and give the customer access to those documents. The portal can be customized to suit the needs of each particular client.
</div>
Pros
Reporting - you can set up filters with boolean criteria to give you insight into everything you need to know.
Playbooks - these are very good for less-experienced CSM's who need a step-by-step guide on how to deal with different stages of the customer lifecycle. More experienced CSM's may not need the playbooks.
Usage data for customers - there's a wide range of charts in Planhat that tell the story of client consumption.
Cons
The data in Planhat can only be as clean as its original source, and we realized that there was a lot of erroneous data shown. That's not a fault with Planhat, but it took us a long time to clean that up.
The bubble view is touted as a key differentiator in the product, but in reality, I don't find it very useful.
Likelihood to Recommend
<div>Planhat is very cost-effective compared to its competitors and offers a similar level of functionality. So if you are looking for a CS platform that will give your CSM's all the data they need to manage their portfolio, then Planhat will do the job very well. I was part of the team that was tasked with selecting a CS platform for Pexip, and the combination of cost and performance made Planhat a clear winner against the other two products we were evaluating.
</div><div>
</div><div>I still use Salesforce on a daily basis because that's the platform we use to generate quotes. It would be nice if I only had one platform to perform all of my CS tasks in. I'm not sure if that's a criticism of Planhat or not, as I don't know if it has a quoting module that we haven't implemented, or whether that function simply isn't available.
Planhat is being used by the Customer Success Manager team to calculate for customer health, track customer communications (via Planhat and also synced with Salesforce), to run playbooks based on different scenarios, and to provide an overall space for a single source of truth. Planhat was the first tool that was implemented of this nature at Nitro for the CSM team, so it was something that provided a lot of value and so much more insight into a customer's health profile.
Pros
Customer health
Playbooks
Salesforce integration
Cons
Allow for cc'ing of AEs or others within the same organization from the messaging center. When I went to send a message from within Planhat, I had to manually type out the AE's email address every time if I wanted them cc'd.
The fonts were funky if I went to add text into an existing email template. For example, if I added in an extra sentence or paragraph, in Outlook on the recipient's end, the font was different despite looking the same within Planhat. Gmail was all consistent, Outlook was showing a different font.
Likelihood to Recommend
I think this is a great solution that I had not heard of prior to joining Nitro. Coming from an organization that used Totango before this, I liked that Planhat was similar and easy to use. I did enjoy that I could send emails and choose from templates directly in Planhat, so I was able to save a lot of time for myself by staying within one product.
Planhat is a fantastic customer success platform. It’s really intuitive and easy to use. The customer health scores and renewal management have really helped streamline our processes and improve the customer experience. This tool really helps give visibility into customer health in ways that may be otherwise untrackable. Its open API integrates directly into our software product, so we're able to get real-time usage data.
Pros
Customer support and onboarding experience is really smooth, straightforward, and fast.
Dashboards have been really powerful for customer and business intelligence.
Management reporting in real time.
Likelihood to Recommend
Planhat is well suited for management and executive teams globally, beyond customer success, as it is a powerful platform that enables top-level management to drive change and understand performance. We can easily know who on the CS team is managing large portfolios, who has good health scores.
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
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.
Cons
There are some limitations with sharing usage data for parent-child companies, but Planhat is aware of this and working on some updates.
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.
Planhat is a must have for a customer success org. It is easy to use, fast to implement. The customer 360 view is incredibly insightful. The analytics are strong and give you a lot of different ways to slice and dice the data. Plus as a Director, the conversations tab to see emails and call logs is helpful.
Pros
Analytics
Bubble Room
Conversations
Cons
Filters by product
Likelihood to Recommend
As a Director, Planhat is awesome for pipe reviews. Understanding the client lifecycle, where the clients sit, their health score, engagement, conversations, CSM rating, the 360 views. It's helpful to then task an account manager or a growth executive or myself with actions, and make sure they are followed up with.
