Planhat Reviews

I have used Planhat as a CSM and in an Administrative capacity and been involved in implementations for 3 additional brands, and Planhat has been nothing short of a boon to our CX teams. The flexibility, insights, support and continuous improvements of the platform are all highlights. We have been able to achieve complex and actionable insights surrounding our customers that we would have never thought possible before implementing the platform. And as we have used Planhat over the years the updates to the software have always seemed to be what we needed to take the next steps with our org at the moment.

There isn't much to dislike about the platform, however, sometimes the instance can be a bit slow if there is a lot of work happening behind the scenes but that is to be expected from nearly all platforms I have used in my experience.

Don't underestimate the power and flexibility Planhat offers because of the ease of use and ease of setup. It is very easy to start simple and add complexity as you need it.

We have a diverse portfolio of multiple brands that we needed a singular platform for managing. Planhat has given us the flexibility to do so in one place creating a standard experience for our employees, and customers while still allowing us to account for the uniqueness of each brand. This allows us to do in-depth side-by-side comparisons of our client base while giving our CS teams a singular 360 view of all potential business a customer may have with us while also affording us a more streamlined and efficient customer experience. As a result, we have seen improvements in customer engagement, usage, and NPS by providing a consistent cadence with key accounts and the ability to target specific segments to deliver positive just-in-time experiences.

Customizable, intuitive, and EFFECTIVE, Planhat is helping our organization work smarter, not harder, when it comes to supporting our clients. We've received prompt support, ideas + best practices, and training to help get our organization up and running. We also LOVE that we have unlimited seats so everyone in our organization can use Planhat to get visibility into our clients.

We're really happy customers! We have found that Planhat has illuminated some areas where our internal data needs cleaning up -- so that is a process.

Planhat is helping us work more effectively, making sure that, as we grow our number of customers, our support can scale right along with them. It's also allowing all members of our organization to have visibility into our customers.

The ease and flexibility of the application. So easy to navigate and houses everything in one place. Couldn't ask for more!

So far, I haven't encountered anything I dislike. I've had a really positive experience thus far.

A total 360 view of our customers and how we can best support them. We can track health scores, risks, and engagement in one place.

We have recently implemented PlanHat in to our organisation for use with Customer Success. The whole process of OnBoarding to getting started has been extremely easy - I've set up other systems like PlanHat previously and this was by far the most straightforward. The support and assistance we received from PlanHat, in particular Sam, via our weekly onboarding calls was excellent. If we ever had a question or problem - Sam or the support team were there to help out.

So far I've not found anything that I personally dislike about PlanHat. The UI is really clean and straightforward. The setup was fantastic. If I were being incredibly picky - I'd say a native integration with Chargebee would be handy but we worked around this problem through changing our workflow into Hubspot and pulling in the data from there. Not a big issue at all.

EvaluAgent chose PlanHat to assist our Customer Success and Account Management teams with a single portal for managing customers during their contract with us - we can bring usage data, conversations from various platforms we use (email, zendesk, hubspot) all in to one place. We can also begin to standardise on processes through the use of Playbooks built-in to Planhat

One of the most user-friendly interfaces!

Within one week of Planhat usage as an admin and with no prior experience I was able to perform almost all needed assignments. Planhat is very intuitive!

The assignments of Playbooks, and tasks, together with the automation that is available contribute to the day-to-day CSM workflow on staying on top of daily goals.

It also integrates with a bunch of CRMS which is a plus!

The support both from our appointed CSM and the technical side is amazing and very responsive which makes me think it's the best part about Planhat!

I would say that Planhat is a young system with a lot of potential, and the fact that they are young means there is definitely room for improvement, and I am very excited to see what its features will look like in the future

It helps our overall customer journey from the beginning through reaching the success phase and it definitely helps reps be proactive with their Accounts.

Planhat takes all our customer information and data that had been spread around multiple systems and combines it into one, actionable place. We had the data before, but it was hard to get, and you had to really know where to look. Now, we can see the complete view of every customer. We can analyze customer information at the individual customer level and aggregtate level to make better decisions and more efficently help our customers hit their goals. We've been able to train new CSMs faster since we have fewer tools to learn, and anyone in our organization can learn about our customers easily. We are able to focus more on process improvement and experiment more with better data and a more comprehensive view of our customers and segments. Planhat's entire team has been so supportive along the way and true thought partners!

We have been thrilled with every aspect of Planhat, and their team is responsive to anything that might pop up. As with all software, you're going to get out of it what you put in, so really take the time and put in the effort during onboarding to get it right. Some of the more technical aspects of the tool require you to learn some more technical functionality, but their support and Technical Account Managers can help you out with that, and once you learn it, it makes sense.

As we grew CS at our organization, we were rolling in more and more tools to accomplish certain things. Planhat has helped us bring everything together, eliminate several other tools, and given us insight into the full Customer view. Everything CSMs, managers, and leadership need to know about a customer is now in one place! Getting the rigth CS tech stack in place now enables our CS organization to usher in a new, more scalable era with better outcomes for our customers and our teams!

Planhat is extremely user-friendly and is able to integrate with all the systems and other platforms we use in our company.

No downsides have been e found as of now.

Planhat is able to integrate data from different platforms to create a seamless client experience.

- The overview and how easy it is to filter

- The possibility to customize it to our way of working

- The help and support we get from Simon. I also like your helpdesk.

I'd like a better solution for preview/testing the NPS before sending it out.

It helps me gather data from many sources, so it saves me time and helps me to prioritize

Reminds me of what's essential to take action day by day and when health scores drops.

I like the simple yet robust UI that Planhat offers. Because of this, it seems to adapt to any business case. The purpose of the tool emphasizes that CX is a large part of any product or service offering, and it is essential to let customers know that we are using their data to provide valuable insights that will better serve them.

Nothing! Our Planhat team has been accommodating, and if we have questions or a feature request, they listen to our needs and build out what they can.

Planhat is addressing CX head-on. It adds a layer to CRM that fills the customer and customer service gap. I truly believe it's the key tool that will change our offering in industry and set us apart from competitors.

Reporting, email templates and playbooks. Having access to all of these features makes my life easier and helps save my team members time.

I don't love how you can't uncheck a task if you click it off by mistake - not the end of the world though!

Oversight and team reporting based on activities. It's also helped save time to create a seamless process for consultations by using templates and playbooks.