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.
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)
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.
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.
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.
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.
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
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.
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 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.
We use Planhat across the global customer success, customer experience organization. It is also used by sales and customer success leadership across the company.
It solves several challenges for us: 1. It is our customer success platform - where everyone in the company can find all customer data 2. It helps us reduce churn 3. Identify and drive up-sell opportunities
Pros
360 account overview
Customer Portfolio overview
Customer Segmentation
Identifying churn cases
Identifying up-sell opportunities
Automation
Customer Insights (customer intelligence)
All customer conversations in one place
Cons
Even more templates for dashboards
Out of the box playbooks
Likelihood to Recommend
Great for growing B2B SaaS companies. Great for subscription companies with a hybrid tech touch and high touch model.
Not sure how well it fits smaller B2C companies that are not SaaS.
VU
Verified User
Vice-President in Customer Service (1001-5000 employees)
Planhat is used in the customer success teams, customer growth teams, Ops and leadership. It's the main tool used for our teams to ensure that we engage our customers, collaborate and drive initiatives across the company. Planhat is used to drive down churn and increase up-sales, cross sales and upgrades.
Planhat has been easy to roll out across the enterprise and feedback from the team is great.
Pros
Internal Collaboration on customer accounts (CS, Support, exec sponsors, CX).
For leadership to standardize methodology and initiatives.
Customizeable for basic or advance users.
Analytics - internal CS activities as well as customer engagement analytics.
Cons
Giving access rights to different users is powerful but requires some thinking (who can see which accounts).
More templates would be great when creating customized dashboards.
Not much to complain about really - the team has been very responsive to feedback.
Likelihood to Recommend
Great for B2B SaaS. Especially for high touch models.
VU
Verified User
General Manager in Customer Service (1001-5000 employees)
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
