Planhat Reviews & Product Details

There are two things that stand out to me about Planhat. The first thing is the ease of use of the platform is amazing for someone who is not very "technical" like myself. Very user friendly. The second thing is the support you receive is EXACTLY what you would want from a company that works with CSM. Everyone is kind, knowledgeable, and approachable. This has been a HUGE add to us. Our CSM is the best. Our AE was the best. Our support interactions (which have been limited due to quality of the platform) has been the best. Just highly recommend. Review collected by and hosted on G2.com.

I can sincerely say I have not encountered anything I do not like within Planhat. Again, the integrations were easy. The people are great. Literally no negatives. 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.

The platform is really simple and user friendly. It doesn't take a lot of effort to learn how to use the platform.

It has a lot of out of the box integrations which are really useful, it makes it really easy to plug and play with different applications.

If there is not a standard integration their API documentation is pretty extensive and as long as you have somewhere to push data from you can basically push all your basic data points.

Their teams are really helpful and you never feel like you have to figure things out on your own. Review collected by and hosted on G2.com.

The Platform sometimes does feel a bit limited. So when you want to step outside of the norm it can be a bit limited or it takes more technical knowledge to work around.

This goes for example for automations and integrations but even for fields. If you don't want to use standard fields it's not possible to remove them entirely.

Some things like Metrics and Formulas are quite difficult and do take a lot of effort to understand. They do have some AI agents/bots to help with these but it's still pretty difficult to get a working metric or formula. Review collected by and hosted on G2.com.

A great team to work with, helpful videos and support for open questions, and plenty of possibilities for Customer Success to grow with all the features. Review collected by and hosted on G2.com.

Even though there are plenty of customization options, a few small things are limited. However, feature requests can be submitted, and so far we have also received feedback on our requests. Review collected by and hosted on G2.com.

I appreciate Planhat's customizability, which has helped quickly mature our processes despite their initial complexity. The intuitive UI made it easy for me to become proficient after a short learning curve. The support from the customer success and sales teams has been smooth. I'm excited about the features and functionalities that we have yet to explore, which promise further benefits for our business. Review collected by and hosted on G2.com.

Setting up the dashboards could be a bit easier and quicker. It can be quite complex with data to get what we want, even though there's AI functionality to help with building stuff out, that aspect could still be improved. Review collected by and hosted on G2.com.

I like the constant updates to the platform that allows us to keep pace with an ever-changing technological landscape. I also love the people we've worked with, and how helpful and supportive they are. We're still implementing, and haven't deployed APIs yet, so I know we have a long way to go. The API integrations will make a huge improvement in our practice. Review collected by and hosted on G2.com.

The interface isn't as intuitive as I would like. I find myself clicking around a lot to figure out where I need to be and how to make it work. Review collected by and hosted on G2.com.

I really like how Planhat allows us to track customer health easily and displays usage data in an easy-to-digest way. The AI capabilities are great, saving our customer success managers loads of time by analysing data automatically and helping us analyse churn data to spot potential future risks. The automation alerts CSMS when customers are at risk which in turn allows us to validate that risk and if there is real risk identified we ca put the steps in place to try and prevent churn. Other automations we have set up alert CSMs when customers exceed their storage or user allowance, aiding in customer growth. The relationship with the team at Planhat is great; they are friendly and collaborative. The chatbot Fin is really quite good, solving simple support-related queries fast without needing a support team member. Also, the clean interface makes using the platform a joy. Review collected by and hosted on G2.com.

I find it a bit buggy, and sometimes it's hard to know the best way to proceed since there are more than one way to do things. There's a steep learning curve, especially during onboarding. The UI could be improved; for example, company fields get overlaid by other pop-outs like conversations, and sometimes I want to see customer fields when populating tasks or conversations, which means I have to open another tab to refer to this field info. Review collected by and hosted on G2.com.

I use Planhat for CS tracking, account management, and risk management. It helps by keeping all info in one place, allowing me to easily see all customer data and identify upsells and manage risks better. I like everything about Planhat, it's much better than other platforms on the market and is extremely customizable to our needs, even though we are a niche company. I love the custom metrics, automations, and dashboards; we can automate our processes and see how our customers are doing. The initial setup was very easy, and we worked with our CSM and internal dev teams to get it all set up. Review collected by and hosted on G2.com.

Automations are a bit tricky to understand how to set up and the AI prompts could be easier to automate within the platform, but our TAM has been exceptional with help and walking us through the process. Review collected by and hosted on G2.com.

Planhat has been a great resource for my team because of its flexibility and ability to be customized to meet our specific needs. We have been able to build meaningful, data-driven reports (I send out a weekly financials report using Planhat data) and dashboards that provide our team and executive leadership with clear insights into customer health, key performance metrics, and overall business trends which helps support informed decision-making. The onboarding process and continued support Planhat provided has been very helpful and rewarding. Due to our unique needs, some custom requests required additional time for development and implementation. However, Planhat CSMs and technical managers were very responsive, communicative and committed to ensuring our needs were met. Thus, we are very satisfied with the relationships we have built with some of their community thus far. We look forward to continuing our journey with Planhat and seeing what the future holds as the platform continues to grow and evolve alongside our needs. Review collected by and hosted on G2.com.

When my team joined Planhat, we were introduced to the "old UI". While the new UI has introduced some valuable capabilities, I found that some tasks were easier to complete/locate in the previous UI due to the color-coding features in the older interface providing a more intuitive way to navigate the platform and quickly identify key items and actions. There is a bit of a learning curve navigating and configuring the platform but the more you explore and have hands-on practice, the easier it becomes. There is some room for improvement with integrations. Also, if you do not have coding or technical experience, the automations feature can take some time to master. Overall, I am happy with our experience and comfortable in my role as our Planhat administrator. Review collected by and hosted on G2.com.

I appreciate that Planhat gives our CSMs a trustworthy and controllable health signal, which encourages team adoption rather than workarounds. It centralizes customer conversations and partnership plans, making it easy to report on ARR and renewal timing. I also value the targeted email outreach feature through Centralized Connect. The connection to Salesforce is direct, unlike our previous experience, and creating workflows and widgets is less time consuming and confusing compared to Gainsight. The implementation process, guided by Grace, was well-supported and enjoyable despite initial data challenges. Review collected by and hosted on G2.com.

Tracking multi-year orders has been a challenge, but that's more on our side. Our contacts in Salesforce are messy, which makes them messy in Planhat. Again, on our end. We would love to see additional reporting capabilities for our end users such as CSMs and CSSs. It would also be great to be able to right-click to open a new tab. For reporting capabilities, I'd love an email, maybe weekly, to let me know how often the teams are using Planhat features, how many logins they've had, etc. Review collected by and hosted on G2.com.