Planhat Reviews & Product Details

Planhat consolidates data from multiple systems such as your CRM, Product Usage, Support, Billing and Analytics Tools into a single platform so that your team has a 360° view of each customer. This eliminates data silos and gives full context for each account. Review collected by and hosted on G2.com.

My main feedback would be in relation to training of the platform itself. The platform allows for so much flexibility that it can become overwhelming pretty quickly. Regular check in with a CS or AM would help to alleviate that in my opinion. Review collected by and hosted on G2.com.

It's a great tool, with a lot of configuration potential to allow it to complement and enhance existing processes.

The ability to trigger automations based on the information entered or at key moments of a customer's journey really helps to ensure data integrity and process adherence. We have built a number of dashboards which can provide the team with insights into their customers, their health and activities that have taken place. We like that there are also a number of integrations available, which we are able to utilise. Review collected by and hosted on G2.com.

Same as before. The reporting could be easier to use with the ability to mix and match data across different Planhat objects and visualise in different ways. The new UI is certainly different, but there seem to be some areas where you now need to duplicate pages/dashboards into different "sections". Although this can make sense, it does mean that changes to the dashboards and pages now need to be made in multiple places. It would be a lot easier if the page/dashboards were not a duplicate/copy of an original, and instead a view of the original with the relevent filterting applied. Review collected by and hosted on G2.com.

Planhat supports advanced filtering, wide range if charts or widgets and also helps in visualization of data in a system

The platform pulls all primary data related functions like kanban boards, data tables, docs and others in a single directory or dashboard

Tasks and workflows are fully recorded by the app, and strong automation established to facilitate custom connections and enhances email communication.

The platform contains smart features that are AI supported, and they include ML supported anomaly detection and powerful writing assistant

The program focuses on all activities that entails customer engagement, onboarding process, payments and others Review collected by and hosted on G2.com.

We encounter some integration complexities, more so with data platforms, which affects the accuracy of any insights or analysis

Some inconsistencies and inaccuracies are experienced, more so when dealing with big datasets that needs processing Review collected by and hosted on G2.com.

Their customer success and technical support teams have been consistently responsive and helpful. The customer portal stands out as the most impactful feature, allowing us to enhance our collaboration with customers, especially during onboarding and success management. As a CS Ops team, Planhat has made it straightforward for us to implement new processes, organize customer information, and manage CS efficiencies thanks to the intuitive use of fields, formula fields, workflows, and automations. We are looking forward to the upcoming AI improvements. Our teams are in Planhat on a daily basis and rely on it to track customer information. We are also excited to use the Objectives module to track customer outcomes. Review collected by and hosted on G2.com.

We are eager to see enhanced cross-table referencing capabilities for reporting, as well as the ability to assign tasks to managers or account owners regardless of account ownership. Additionally, the page loading times in the latest version of Planhat could be significantly improved. Review collected by and hosted on G2.com.

Planhat is incredibly intuitive and easy to use. It allows our team to seamlessly integrate with other key systems like HubSpot, Pendo, and Freshdesk, creating a connected ecosystem that saves time and reduces manual work. As a CS leader, I love how easily I can streamline workflows, build accountability across the team, and gain quick visibility into the metrics that matter. Our CSM and TAM have also been fantastic — super responsive, knowledgeable, and proactive in helping us get the most out of the platform. Review collected by and hosted on G2.com.

There’s very little to dislike about Planhat, but a few areas could be stronger. It would be great to have a more robust way to bring in revenue for organizations like ours that manage multiple products and product lines. Building presentations and content from scratch can be time-consuming and could be more intuitive. It would also help to make segmentation and tiering easier to work with for more dynamic customer management. Despite these few things, Planhat continues to evolve and deliver value to our CS organization. It simplifies our day-to-day work, keeps teams aligned, and provides clear visibility into customer health and performance Review collected by and hosted on G2.com.

It's an extremely powerful tool that leverages a lot of different requirements for myself and the CS team. It's intuitive (once you know what you're doing), and their support team are always on hand to assist with problems as and when they arise. I use it every single day in my role & although I didn't implement it originally, we have set up a huge number of automations and integrations with the platform that aid us in our day-to-day work. It's a really good tool. Review collected by and hosted on G2.com.

It can take some time to get used to the UI, but this is something that comes with time and engagement. The new User Interface is something I look forward to and is far more intuitive.

There are some bugs / strange decisions made re. the design and setup (like not being able to use the browser back button to go back a page!) but feedback is always taken on board. Review collected by and hosted on G2.com.

Planhat is incredibly easy to use and implement. The team has worked with me hand and hand every step well beyond our adoption phase. We have expanded the use far beyond just the Customer Success team. There are more features and options that I can configure in minutes vs any other solutions I have had or tested. Anything I need I can get done in no time. The customer portal is amazing for tracking Workflows and ongoing customer projects. Really the best tool for all of our CS and Sales needs

We are now two years in and the support and guidance we continue to receive is really best in class!!! Review collected by and hosted on G2.com.

Really do not have any downsides at this time. Every aspect has been great. Review collected by and hosted on G2.com.

All data in one place! The flexibility of Planhat allows us to organize and leverage all our data in new ways to improve insight and awareness of our customers, as well as automate processes, or at the very least make them faster and more efficient! Review collected by and hosted on G2.com.

We have a unique business model where we work very closely within individual departments at our customers for key components. For this we leverage assets, but there is some workaround required in order to tie specific end users to those assets. Recently, Planhat did make it possible to create workflows for the assets though which is a great start!

The data/metrics is a bit limiting from reporting - we like to report data based on date ranges (e.g. September 1 - October 1) but all the data in Planhat is created in metrics for rolling time periods (e.g. last 30 days). It makes it hard for us to use this in reports that have a set time period.

We'd also love better formatting options for emails (and it can be a bit glitchy/temperamental). Review collected by and hosted on G2.com.

Easy to Use, But Powerful When You Need It

Planhat works well right from the start. The built-in reports and tasks are simple to use, so you can get going quickly without much setup. When you need more, you can build complex workflows, automations, and custom reports that fit exactly what your team needs.

Great Implementation Experience

The onboarding process was smooth and well-organized. The Planhat team walked us through everything step-by-step with a clear workflow. They were helpful, knew their stuff, and made sure we got set up properly.

Integrations

The integrations were a lot more straightforward than I expected. The Salesforce data was there from week 1, and we were able to refine based on our needs.

We also integrated Zendesk, Gong and Gmail and we are now working on integrating Pendo.

Customer Success and Support

The support from the Planhat team is incredible, they are very responsive and they understand the needs of our business.

Overall

Planhat gives you both simplicity and flexibility. You can start simple and add complexity as you grow. The people at Planhat make the real difference. Review collected by and hosted on G2.com.

Nothing to dislike about Planhat. As with other any Customer Success platform, my only advice is to work on your data hygiene and your goals during implementation, to make the most of it from the start. Review collected by and hosted on G2.com.

Planhat has made it much easier for our team to centralise customer data and create consistent, scalable processes across our client lifecycle. The ability to build predefined workflows and automate key actions has saved us a huge amount of time while improving visibility and accountability within the team. It was exactly what we we looking from when we decided to move to Planhat from our previous provider.

I also really appreciate how intuitive the platform feels once you get used to it, and how flexible it is in adapting to our business model.(we are using Planhat slighlty difefrent from other companies) The onboarding support from Kajol and Marco has been second to none. They were proactive, knowledgeable, and genuinely invested in helping us set everything up exactly as we needed. Review collected by and hosted on G2.com.

At times, the onboarding process felt a bit overwhelming, especially with the number of configurations and setup tasks required on our side. We also discovered that some useful features weren’t enabled by default, which slowed us down initially. Additionally, the platform can occasionally feel a bit buggy, nothing major, but enough to interrupt the flow when you’re working at pace. Review collected by and hosted on G2.com.