--- title: Planhat Reviews meta_title: 'Planhat Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 953 reviews by the users' company size, role or industry to find out how Planhat works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 953 scale: '5' date_modified: '2026-08-02' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Planhat Reviews **Vendor:** Planhat **Category:** [Customer Success Software](https://www.g2.com/categories/customer-success) **Average Rating:** 4.5/5.0 **Total Reviews:** 953 ## About Planhat Planhat is an agentic customer platform, built to give humans and AI agents the full context they need to drive exceptional customer outcomes. Commercial teams at B2B enterprises use Planhat to automate workflows across the entire customer lifecycle, from onboarding and expansion to renewals and scaled customer success, turning better outcomes into revenue growth and enduring profitability. The platform spans three solutions; a category-leading Customer Success Platform (CSP), a comprehensive CRM system, and most recently, an AI-native Professional Services Automation (PSA) offering. The PSA brings resource management, project delivery, and services revenue into the same unified data model that has powered Planhat's category leading CSP for over a decade, helping teams drive adoption, reduce churn, and identify expansion opportunities through Customer 360 profiles, health scoring, and customer analytics. Core capabilities include AI workflows, conversational AI, and customer portals, all based on high-fidelity time-series data. Planhat serves organizations across software, IT and telecoms, healthcare & life sciences, financial services, and security. ## Planhat Pros & Cons **What users like:** - Users appreciate the **ease of use** with Planhat, benefiting from intuitive workflows and automated processes for efficiency. (172 reviews) - Users rave about Planhat's **excellent customer support** , highlighting quick responses and deep technical knowledge for their success. (122 reviews) - Users love Planhat's **flexible customization** , enabling tailored workflows and powerful reporting for diverse business needs. (88 reviews) - Users love the **automation capabilities** of Planhat, as it significantly saves time and enhances team productivity. (83 reviews) - Users value the **efficiency** of Planhat for automating workflows and enhancing visibility into customer health. (82 reviews) - Users value the **automation efficiency** in Planhat, optimizing customer task management and streamlining workflows effectively. (78 reviews) - Users value the **helpful features** of Planhat, enhancing customer management and streamlining operations effortlessly. (75 reviews) - Integrations (73 reviews) - Users value the **smooth implementation and supportive customer service** from Planhat, enhancing task management and project tracking. (72 reviews) - Intuitive (69 reviews) **What users dislike:** - Users find the **learning curve challenging** due to complex setup and sometimes misleading documentation during implementation. (92 reviews) - Users find Planhat's interface to have a **complexity** , requiring support to navigate its numerous features effectively. (63 reviews) - Users face **integration issues** with customer data and analytics, complicating their experience and implementation efforts. (45 reviews) - Users find the **steep learning curve** challenging, requiring effort to navigate features and functionalities initially. (45 reviews) - Users find the **reporting functionality limited** , wishing for enhanced features like summing fields and better UI navigation. (42 reviews) - Users note the **missing features** in Planhat, such as time tracking and enhanced customer portal functionality. (39 reviews) - Limited Functionality (38 reviews) - Not Intuitive (36 reviews) - Limited Features (34 reviews) - Difficult Learning (33 reviews) ## Planhat Reviews ### 1. Modernizing Post-Sales Motion **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** November 28, 2023 **What do you like best about Planhat?** Planhat brings together all the post-sales motions that are needed to run a successful customer success function. The ability to integrate large amounts of data, enable automation, manage projects, and engage customers truly makes this a cross-functional tool that levels up the entire post-sales experience. **What do you dislike about Planhat?** The visualization capabilities within the tool are a major improvement on what we had previously. With that I would like to see more options and flexibility with the visualization portion of Planhat to enable more intricate charts and graphs. **What problems is Planhat solving and how is that benefiting you?** Providing a single source of truth for all things customer and reducing or eliminating manual processes. ### 2. Planhat: The Ultimate Customer Success Tool for Seamless Client Management **Rating:** 5.0/5.0 stars **Reviewed by:** David S. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Planhat?** Planhat is an exceptional tool that has truly revolutionized our customer success management at Superside. There are several features that stand out and make it the go-to platform for staying up to date on all our customers. Firstly, the multiple customer dashboards provides a comprehensive and holistic view of each subscription, allowing us to quickly access vital information such as their account, user and project details, as well as key usage metrics. This centralized approach saves us significant time and effort, enabling us to proactively engage with our customers and deliver personalized experiences. Another aspect that we greatly appreciate about Planhat is its robust communication capabilities and tracking abilities to stay up to date on if your communication is making an impact. Moreover, the ability to track and log all interactions within the platform ensures that our entire team is well-informed about the customer's journey and can provide consistent support and guidance. Furthermore, Planhat's powerful analytics features have been instrumental in driving data-informed decision-making. The tool offers comprehensive reports and visualizations that allow us to monitor customer health, identify potential risks or upsell opportunities, and track the effectiveness of our customer success strategies. This data-driven approach empowers us to optimize our efforts, enhance customer satisfaction, and drive revenue growth. **What do you dislike about Planhat?** While Planhat is an exceptional tool overall, we would benefit from a more user friendly /non technical set up around custom metrics as the custom metrics am be cumbersome at times to set up while referencing multiple attributes. Overall, despite this minor area of improvement, Planhat has become an indispensable tool for our customer success team. **What problems is Planhat solving and how is that benefiting you?** Planhat effectively solves several critical problems for our customer success team, leading to significant benefits for us at Superside. Foremost, it addresses the challenge of scattered and fragmented customer information. Before using Planhat, we had to rely on various systems and spreadsheets to gather and track customer data, which was time-consuming and prone to errors. Planhat centralizes all customer information in one place, providing us with a comprehensive and up-to-date view of each client. This consolidation of data saves us valuable time and ensures that we have a complete understanding of our customers, enabling us to deliver personalized and targeted support. ### 3. Scaling CS for Data Observability **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2024 **What do you like best about Planhat?** Having all information for a client in one place and the ability to templatize our key motions for scalability. **What do you dislike about Planhat?** I dont dislike anything but there could be improvement on the customer facing dashboards and being able to view attachements in email. **What problems is Planhat solving and how is that benefiting you?** Planhat is helping to streamline our operations and cross collaboration between teams. ### 4. Powerful, yet intuitive and aesthetically-pleasing platform. **Rating:** 5.0/5.0 stars **Reviewed by:** James S. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 30, 2023 **What do you like best about Planhat?** Planhat is incredibly flexible, and thanks to its very intuitive workflow design and management approach, it's very straightforward to build sophisticated workflows that empower Customer Success Managers to deliver a consistent and engaging experience for their customers. The training resources and self-help material are excellent and the support team responsive - for those moments when you need extra help! **What do you dislike about Planhat?** If you've not used Planhat before, it takes a little time to get used to their specific terminology and approach to workflow design and automation - but once you understand it (which doesn't take long) it's super intuitive and more flexible than many other solutions! **What problems is Planhat solving and how is that benefiting you?** Planhat helps bring consistency, repeatability and scalability to Customer Success team workflows and processes, which in turn benefits the end customers who receive a more professional, engaging and personalized experience. ### 5. A Comprehensive and User-Friendly Customer Success Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Jiawei L. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2023 **What do you like best about Planhat?** Empowering Automation Capabilities: Planhat offers a robust and flexible automation station that allows administrators to customize workflows and playbooks to meet specific customer journey requirements. The intuitive and flexible automation features enable easy editing, facilitating constant iteration and refinement of our processes. The calculated metrics and formula fields are exceptionally powerful, enabling the creation of complex metrics that optimize revenue and drive efficient processes. Valuable Customer Intelligence: The customer intelligence module, including the dashboards and health lab provided is truly helpful. These features offer a consolidated view of customer information, providing actionable insights. Intuitive for Administrators and Users: Their logical and user-friendly UI and functionality make it a breeze to navigate and utilize. Both administrators and users find it highly intuitive and well-designed. Outstanding Customer Support: The support team is exceptional. They are knowledgeable, responsive, and technically proficient. Our CSM and TAM also demonstrate great responsiveness and dedication. Continuous Improvement and Innovation: Planhat stands out with its commitment to constant product development. They actively listen to user feedback and incorporate it into their technical enhancements, ensuring a focus on optimization and customer-centricity. **What do you dislike about Planhat?** Enhanced User Documentation: Although Planhat offers immense power and flexibility, the documentation provided falls short of covering all the possibilities it presents. As administrators and developers, we often have to rely on trial and error to achieve desired results. Exploring different approaches is necessary, and sometimes we need to reach out to support to discover undocumented features. **What problems is Planhat solving and how is that benefiting you?** Unlocking Valuable Insights from Customer Data: Planhat empowers us to generate valuable insights from our customer data, helping us make informed decisions and develop effective strategies. Proactive Customer Health Monitoring: With Planhat, we can actively monitor customer health, enabling us to identify potential issues or opportunities for intervention promptly. Enhancing Customer Experiences Across Touchpoints: Planhat enables us to improve customer experiences at every interaction, allowing us to deliver personalized and tailored support, leading to increased satisfaction and loyalty. Efficient Tracking of Renewal and Expansion Opportunities: By leveraging Planhat's features, we can effectively track renewal and expansion opportunities, ensuring proactive engagement and maximizing revenue potential. ### 6. The MODERN Customer Success Platform **Rating:** 4.5/5.0 stars **Reviewed by:** Haden C. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Planhat?** Planhat is,in my opinion, by far the best Customer Success Platform on the market, as it does not require the tremendous admin lift of a Gainsight, and clearly benefits from its modern data architecture. It ingests data from various data sources extremely well and many of the integrations are very well plug and play, e.g. Zendesk, and provide CSMs with a much better 360 overview than legacy CSPs. Additionally, caculated metrics and formula fields are extremely strong and can be leverage to build out a number of very complex metrics that help keep your CSMs informed of various occurences with regard to events in their customers' respective instance. You build out metrics like LTV / CAC, Customer Retention Cost, as well as Product Usage benchmarks. All of these product usage metrics can be used to trigger both company and end user playbooks which allow you to determine SOPs for CSMs in given scenarios or when conducting Scaled CS for self-service customers. Automations are very strong, but can be intimidating for some non-technical users, and you can really leverage them to ingest and push data into third party systems via Webhooks and API Calls. Furthermore, the ability to write Node.js scripts for more complex use cases is great and super valuable for more technical users / admins. On the CSM, TAM, and Customer support side of things, Planhat offers great support on a technical, strategic, and tactical level to help you best configure your individual tenant to fit your processes and CS function. Customer Support is by far the most helpful that I have ever experienced when compared to similar vendors, e.g. SFDC and Hubspot. They are actually knowledgeable in terms of the platform and you don't have to jump through 3 levels of support to get someone who can actually help you with the probelm. **What do you dislike about Planhat?** There are some aspects which I think that can be improved on, (but these things are understandable given Planhat's current size) namely user documentation, especially around more complex technical topics which fall between API documentation and leveraging "more technical" in-app technical functionalities. Additionally, the fact required fields are not really required can lead to some issues when it comes to enforcing data hygenie within the platform itself. Furthermore, I would like to be able to set up custom objects, instead of being limited to existing objects for use cases that don't perfectly fit within the existing data model. Additionally, while automations are super powerful especially with regard to the ability to leverage webhooks and conduct API calls directly from within Planhat without the need for an iPaaS solution and write Node.js scripts for more complex workflows. I would prefer an improved visualization that follows more of a "traditional" GUI, e.g. SFDC Flows or something that mirrors a process diagram. Additionally, not have the ability to do conditional branching within automations is also rather annoying and leads to a plethora of filters and very similar automations. Also, the fact that automations automatically deactivate add 10 failed attempts is annoying and should be improved, the same goes for the audit logs which are only available on the individual automation and cannot be viewed in an overall manner. Furthermore, there are some weird quirks with certain aspects being hard coded into the system, such as line items on the invoice object, and a couple other examples that don't quite come to mind. Overall, Planhat has invested a lot in their end user experience, but I would like to see a bit more attention given to RevOps / admin folks in terms of their exp **What problems is Planhat solving and how is that benefiting you?** We run all of our post-sales functions out of Planhat, which include identifing churn risk, expansion opportunities as well as getting a 360 view of a customer's health. We also leverage the customer for onboarding and sharing of information. We have moved our entire CS function to Planhat as our CRM (Hubspot) cannot support complex post-sales process and cannot ingest time-series data in a scalable manner without extremely significant resources. ### 7. Everyday I find a new way to improve our process **Rating:** 5.0/5.0 stars **Reviewed by:** Jordan M. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Planhat?** Its data dashboard and health lab are a game changer. It makes client meetings/presentations a breeze and a really useful tool. Automation I've only just begun, and it gives such exciting possibilities. Our CS Bethany is super helpful and an expert in CS, which has helped us get up and running. Its integrations work so smoothly. We have it pushing data from Salesforce, which helps us achieve an overall health score. This helps us spot Churn early and understand when our clients might not get the best out of our service. Playbooks keep my CS team in line with new onboardings giving step by step plays keeping each set-up consistent and tracked. Planhat has been a vital toolkit for our CS journey. Highly recommend! **What do you dislike about Planhat?** The only issue I've had is with the mass email sender. It's been a little glitchy. Incidents like the Subject line being removed after sending, which we then had Planhats speedy support team jump in and help us stop them sending, which they did, but it was a little concerning thinking that our top clients would get a unfinished email. I don't think the tool is meant to be used as a mass marketing email sender, but it works well for email automation and filtered email send- outs specifc to CS. It's only a tiny issue that the team assured me was a once-off. I've yet to see the issue happen again. **What problems is Planhat solving and how is that benefiting you?** Churn and helps my team not have to do repetitive tasks like reach outs, email templates and playbooks. ### 8. Great tool & great team **Rating:** 5.0/5.0 stars **Reviewed by:** Fauve S. | Team Lead Customer Success , Small-Business (50 or fewer emp.) **Reviewed Date:** November 27, 2023 **What do you like best about Planhat?** I like the tool in general. It gives a very clear overview of our customer data. Next to that, Simon & Beth are amazing Customer Success Managers! **What do you dislike about Planhat?** Not found anything that I dislike so far **What problems is Planhat solving and how is that benefiting you?** It helps me to bring all datapoints together, making sure we can grow our client portfolio's and understand any retention risks. ### 9. Fantastic CRM platform **Rating:** 4.5/5.0 stars **Reviewed by:** Harriet M. | Director of Services, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2023 **What do you like best about Planhat?** Planhat gives a fantastic top level overview of client accounts. I particularly love the health scores and being able to easily see what activity has been going on and who's been in touch with clients. Very excited to tap into the system even more as we use it further and explore things like NPS scores and also building out a grading system. **What do you dislike about Planhat?** The only downside I've come up against so far is being able to record recurring revenue effectively with how we bill clients using a retainer model. The auto-renew feature doesn't seem to work however, our Account Manager Hannah has been very helpful in chasing this up to try and get it working for us. **What problems is Planhat solving and how is that benefiting you?** Planhat gives an excellent overview of clients and revenue as a whole - so as I head up our client team, it gives me a great understanding of where the team are at in results and relationships with their individual client accounts. ### 10. 360 Customer view and automate processes **Rating:** 4.0/5.0 stars **Reviewed by:** Arnaud G. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Planhat?** Firstly, Planhat has been very helpful in centralising our customer data with their native integrations and the possibility of plugging it into our platform. Usage, customer contract, invoices, we can stay on track, and give visibility to all our teams. It also allowed us to easily track our day to day interactions with our customers, and automate processes during our onboarding and running phase. Being customisable, we can really set Planhat to reflect our processes which is very handy, especially while we are deploying this tool. The last part of the deployment we are still to execute is the health score configuration which is definitely a key feature for us. **What do you dislike about Planhat?** I believe that Planhat could improve its contract management, we found it challenging to adjust our processes, but we found a workaround to make it work. The second topic they could improve is documents management which is too simple. **What problems is Planhat solving and how is that benefiting you?** - Increase visibility on our customer data for other teams (contract, usage, key users, project advancement, upsell, client workflow, etc) - Proactivity with contract renewal & uspells - Increase CSM productivity with various automations - Increase the quality of handover between CSMs ### 11. Easy to navigate and add information on clients. Many functions I haven't used yet but it is helpful **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Nanotechnology | Mid-Market (51-1000 emp.) **Reviewed Date:** March 01, 2024 **What do you like best about Planhat?** Finding information on clients and being up to date with all accounts. **What do you dislike about Planhat?** Sometimes a bit lagging when jumping around on pages. **What problems is Planhat solving and how is that benefiting you?** Getting better insights in all accounts. Also putting all information in one place instead of spreading it out. Saves a lot of time. ### 12. Great CSM tool with creative solutions **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 15, 2024 **What do you like best about Planhat?** The CSM and TAM are great to work with. I also appreciate their creative approach to our company. If there's something I want to do, we can usually find a way to get that data to display, even if it wasn't the way I initially suggested. They are also helpful at helping me become an expert instead of doing everything for me. **What do you dislike about Planhat?** The API setup was a little time consuming for my developper, but I don't think there is much you can change there because of our unique situation. **What problems is Planhat solving and how is that benefiting you?** Puts all our data in one place. Helps us evaluate all customers individually and simultaneously. ### 13. A very complete tool for any Customer Success Manager **Rating:** 4.5/5.0 stars **Reviewed by:** Charlotte R. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 04, 2022 **What do you like best about Planhat?** All the tabs are fairly easy to use and understand. I have great visibility on all my accounts and their status. I can personalize each brand account and user to fit my needs. I like that I can add tasks to help me organize and keep in touch with the revenue generated from my portfolio. I also love the playbooks to follow the lifecycle of a client. Overall, a very good tool to combat churn in my opinion. **What do you dislike about Planhat?** The interface is a little bit dark but still very lisible. I sometimes encounter bugs especially when it comes to integrated tools such as Outlook. **Recommendations to others considering Planhat:** I think Planhat can be a great tool but overwhelming at first if you don't know how to use - get yourself an expert inside your team OR make sure to pay extra attention during your onboarding ! **What problems is Planhat solving and how is that benefiting you?** Planhat is a CRM that caters to the needs of the CSMs. Unlike other sales-focused CRMs like Salesforce or Hubspot, it has plenty of tools to help with my CSM role ### 14. Powerful platform backed up by quality support **Rating:** 4.0/5.0 stars **Reviewed by:** Lewis B. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Planhat?** There are so many options available to display the data you want, and the automation features such as filters and messages are hugely helpful in streamlining workflow and prompting tasks. Personally I find the way data and tables are displayed to be very clear, and there are so many options to filter what you need to see. Sam has been a supportive CSM, who is full of ideas and is fast to respond. Pontus has also been helpful in troubleshooting tech issues. **What do you dislike about Planhat?** A negative aspect of having so many options available is it can be slightly overwhelming to work out what you need to do to get the results you want. Sometimes it feels like you have to guess what to do (e.g. You can assign days for Steps in Playbooks but it's hard to work out when exactly these will trigger, and setting up filters can be confusing) and this could be clearer with a pop-up or some info. **What problems is Planhat solving and how is that benefiting you?** Planhat is helping us to implement playbooks for our customer journey, NPS campaigns, revenue tracking, renewal tracking and really all stages of a customer lifecycle. The implementation of playbooks has been huge for a new CS function within our company, and allows us to work to a plan without having to use another external program or app. Once we can be sure all our data is pushing from our platform, it will enable us to make really solid decisions on client health and put plans in place. ### 15. Single Source of Truth for CS **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** November 16, 2023 **What do you like best about Planhat?** Planhat provides a comprehensive view of all CS facets. Our CS team find the following particularly useful in their day to day - health score, opportunity tracking (looking forward to exploring the new opp tracking dashboard!), license management, risk management, customer engagement, touch points, onboarding. The team find it relatively easy to use and intuitive. **What do you dislike about Planhat?** A significant time investment was needed to get the initial set up correct and we had a couple of false starts. That said there is a good level of support available. Managing some components such as custom fields and setting up integrations correctly is not straigthforward. **What problems is Planhat solving and how is that benefiting you?** Provides a single source of truth for customer data allowing greater efficiencies. Ability to integrate engagement data is extremely helpful and allows for full visibility of customer health. ### 16. Great CS Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Emily N. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Planhat?** The UI is very easy to use and pretty. It is nice for us to be able to centralize the data and display it in a coherent way. We also love the support that we receive from our CSM and TAM. They are always quick to respond and lend a helping hand. **What do you dislike about Planhat?** Sometimes the interface is a bit glitchy. For example, editing dashboards take a long time to load, or the data page requires multiple refreshes to work correctly. **What problems is Planhat solving and how is that benefiting you?** It is helping our CS team to ensure that each team member completes the required actions necessary in the customer journey through playbooks and tasks. In addition, it saves our team time by having all of our customer data centralized in one place and prevents them from checking multiple sources to compile that data for the necessary actions they need to take. ### 17. Very flexible, helps you move fast **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 29, 2023 **What do you like best about Planhat?** There's a lot of options and possibilities, you just need to embrace, test and learn - and so far most things are possible. Support is also responsive and do a great job at helping to educate you. **What do you dislike about Planhat?** We are big on branding, so would love their customer portals to look a lot better. **What problems is Planhat solving and how is that benefiting you?** Planhat allows us to retain control of our products and subscriptions, including granting access, facilitating payment, triggering renewals, etc. All teams access it, serving as a central hub for customer information. ### 18. Planhat makes my job so much easier!! **Rating:** 5.0/5.0 stars **Reviewed by:** Mallory C. | Customer Success Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2023 **What do you like best about Planhat?** I love the workflows, & how I have weekly actions that are automated. Also, I love that it brings data from our platform right into Planhat!!! A CSMs dream come true. **What do you dislike about Planhat?** There's a TON of different areas to explore, sometimes it's overwhelming! **What problems is Planhat solving and how is that benefiting you?** Planhat helps me manage my book of business in a comprehensive, productive way. ### 19. Planhat makes switching platforms as easy as switching hats! **Rating:** 5.0/5.0 stars **Reviewed by:** Timothy F. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Planhat?** Planhat's staff has been invaluable, from our CSM to their tier one support staff we have received excellent service. **What do you dislike about Planhat?** The design options when making your own dashboards a bit dated. **What problems is Planhat solving and how is that benefiting you?** Planhat stepped up when our last platform shut down. They have guided us through the transfer expertly! ### 20. 1 year later, difficult to get data, no local support **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Planhat?** Presented well initially. When APAC team was available for discussion, they were helpful. Did allow for the removal of some existing systems. Can be used to notify users when a client has opened an email. **What do you dislike about Planhat?** Not intuitive key settings are often several menus deep. Initially had a local CS and Support team, they have since left and Planhat has indicated they will not be replaced, meaning that it can be very difficult to get support if there is any issues. Integrations that were considered to be key in the rollout of Planhat at our company have been delayed consistently, further delaying adoption. Product documentation for self-help can be hit and miss. Very difficult to get reporting from the platform; much of it needs to be developed by the user. Frequently being passed onto a new contact at Planhat, no consistency around interactions. Clunky user interface. The "Customer portal" functionality which is pitched as a tool for improving the Onboarding of our end users, does not imporve engagement. Generating order forms in App very clunky and requires a very "hacky" approach to get working. No in software ability for mass mailouts (does integrate with other platforms) Xero integration is still not working several months after initial discussion. **What problems is Planhat solving and how is that benefiting you?** Minimizing double handling. Improving and standardising customer onboarding. Streamline upsell process. Streamlining invoicing (pending intergration with Xero) ### 21. Time saving and efficiency enhancement **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2024 **What do you like best about Planhat?** Can integrate to many platforms liks SFDC and more to have a the data on the customer in one place **What do you dislike about Planhat?** Implementation can be a little complex at times **What problems is Planhat solving and how is that benefiting you?** It allows me to get a 360 view of my customers. all the data is located in one platform. ut saves me time and allows me to be on top of things, and identify trends and churn risks. ### 22. What I've always wanted! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 07, 2023 **What do you like best about Planhat?** The ability to cross filter and isolate data so specifically to the different segments of a customer profile is huge. The flexibility of how you can implement to suit your needs is crucial. There is a lot you can do, but even just setting up the basics when you're moving from one system to Planhat, ensures you are able to gain value very quickly. **What do you dislike about Planhat?** So far, my only dislike is that I don't have more time to play around and geek out on all the features! **What problems is Planhat solving and how is that benefiting you?** One major problem Planhat is helping us solve is customer health scoring. You can get very, very specific about what to include based on what is important to your business. ### 23. Intuitiv system with fast support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** November 06, 2023 **What do you like best about Planhat?** Planhat is intuitive and fast to learn. No coding skills are required. Really helpful team that not only helps you set up the system but also shares their expertise and best practices from working many years in the field. **What do you dislike about Planhat?** You sometimes have to reload the page for specific updates to be made. **What problems is Planhat solving and how is that benefiting you?** To name a few, Planhat helps us collect all customer information in one place, calculate customer health, create workflows with best practices, provide a better overview of team performance, and help us automate workflow processes. This helps us share information more effectively across our team, give a more consistent customer experience with best practices, save time, and have more reliable data when making decisions. ### 24. Much more than just a CSM tool, a full data management tool for CSMs **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Design | Mid-Market (51-1000 emp.) **Reviewed Date:** June 26, 2023 **What do you like best about Planhat?** All the essential data about your customers in one place. It's easy to create tasks, reminders, and templates, it offers great visibility to keep the health score on track and you can create filters with a few clicks to answer a lot of questions about your customer base. **What do you dislike about Planhat?** It can be a little overwhelming in the beginning especially if you and your team is using a platform like this for the 1st time. Make sure to plan a phased implementation so you can ensure you absorb all the information and tools it can offer. **What problems is Planhat solving and how is that benefiting you?** Overall it's helping us digest all the information we have on our customers and helping us guide them to a better journey and healthier partnerships. It also automates and facilitates our day to day tasks and reminders so it helps make sure we don't forget simple tasks. ### 25. Let your data work for you **Rating:** 4.5/5.0 stars **Reviewed by:** Sara D. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 08, 2023 **What do you like best about Planhat?** The possibilty to automate certain repetetive processes. Streamlining the way you work for the whole team. Shared portal with the client, so that you both have an overview of what your working on together. And also: so many possibilities when it comes to using your data, creating clear reports, triggering actions, ... **What do you dislike about Planhat?** So many possibilities that it takes a while before you will set up everything you need and want. And also for everyone to understand how it works / where to look. Therefore, I think it's best to just go step by step. Walk before you try to run :) **What problems is Planhat solving and how is that benefiting you?** Streamlining our onboarding process; Having a better overview of our data when it comes to: deadlines, KPIs, risk management; Automatic triggers when possible risks are identified. ### 26. A Game-Changer in Customer Success Management **Rating:** 4.5/5.0 stars **Reviewed by:** Weronika W. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Planhat?** I recently had the opportunity to explore Planhat, and I must say that it is an exceptional customer success platform. From its user-friendly interface to its comprehensive features, Planhat exceeded my expectations in every aspect. One of the standout qualities of Planhat is its intuitive and aesthetically pleasing design. Navigating through the platform was a breeze, allowing me to quickly access the information I needed. The interface is thoughtfully organized, ensuring a smooth and efficient workflow. It provides a holistic view of customer data, enabling businesses to gain valuable insights into their customer base. **What do you dislike about Planhat?** Integrating Planhat with Slack would bring significant advantages to businesses utilizing both platforms. Slack is widely used for team communication, and having real-time notifications and updates from Planhat directly within Slack channels would enhance collaboration and streamline workflows **What problems is Planhat solving and how is that benefiting you?** The platform offers a wide range of automation features, such as triggering alerts, automating tasks, and sending personalized messages. These automation features saved us a significant amount of time and allowed us to focus on delivering exceptional customer experiences. ### 27. Great tool to be more efficient in CS **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2023 **What do you like best about Planhat?** Planhat offers an easy-to-use platform with powerful automation, simplifying task management and boosting efficiency. Its intuitive interface ensures quick learnability, while advanced filters and reporting functionalities provide deep customer insights. The whole Planhat team (from Sales representatives over CSMs and TAMs to the Support) provide great service and they are really dedicated to always enhance your overall user experience. **What do you dislike about Planhat?** There is not much. Sometimes I would appreciate more granular permission settings but Planhat always listens to their customers and considers feature requests if it makes sense for the majority of their customers. **What problems is Planhat solving and how is that benefiting you?** 360 view on our customers, reports, data analysis, improvement of processes and collaboration among different teams. ### 28. Gamechanger with room for improvement **Rating:** 4.0/5.0 stars **Reviewed by:** Vilma M. | Customer Success Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2023 **What do you like best about Planhat?** It feels like there are endless possibilities with the platform. It has helped us to gain insights, get a better overview and understand our customers a lot better. **What do you dislike about Planhat?** I feel like it's quite hard to adapt to Planhat, both as an admin and a user. With a lot of possibilities, it can take some time to implement. **What problems is Planhat solving and how is that benefiting you?** Getting all our data in one platform. ### 29. A Brilliant CS Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Laurence H. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2023 **What do you like best about Planhat?** Planhat has been game-changing for us, enabling us to visualise all our customer information, data, health and any associated risks simultaneously - something that we had always struggled with previously. With its incredibly simple, out-of-the-box integrations with Zendesk, Salesforce and Jira, Planhat was up and running in a matter of weeks and has become the central source of truth for all customer-related information, allowing us to move much quicker in making data-driven decisions. The data displays and use of filters (once you get familiar with it) make visualising information incredibly easy and gives us the flexibility needed to support the demands and requirements of different departments in the company. Configuration and customisation is so simple in Planhat. Field creation, rules and automations are all easy to use, enabling fast updates and changes during projects and initiatives - something that can be much more complex in other CS tools. Similarly, using playbooks to create and govern internal and customer-facing projects has been very straightforward and valuable in ensuring repeated successful projects. We used to have large, messy spreadsheets of customer data points that wouldn't fit our other tools, such as Salesforce. As this was difficult to use and maintain, the value of the data was lost and rarely utilised. We can now migrate all this into Planhat, giving us a space to create dashboards and filtered views of the data, unlocking its value of it for all teams across the company. The unlimited-seats approach is a unique advantage for Planhat too - it allows a better integration of our CS function into the wider teams and departments. Customer Success is not only an individual department but something that the whole business needs to work towards to create the best customer outcomes. Giving the entire company access to Planaht is important in ensuring this. Finally, their team is fantastic. Their support throughout the process has been outstanding - sales, implementation, technical consultants, support team, executive management and the ongoing collaboration we have with our dedicated CSM. They are clearly a company that cares for their customers. **What do you dislike about Planhat?** As a smaller company, compared to other CS platform providers, some things in the product would benefit from additional polishing. For example, the display for playbooks could be improved, and sometimes functions don't quite operate as expected (but usually only in minor ways). One area that I would like to see improvement in, is tracking the relationships between customers and partners, where one partner may influence multiple customers. Using email domains to associate partners with specific customers can cause emails and tickets to be associated with accounts incorrectly - which can lead to false impacts on customer health metrics. This is not a challenge that is unique to Planhat though (I've seen the same in Zendesk and Salesforce...), but it is still something that could be improved. Overall, the few imperfections in Planhat are hugely outweighed by the vast number of positive benefits that it's brought to us, both as a CS team, and in the wider business. Planhat is brilliant, and I wish we'd implemented it years ago! **What problems is Planhat solving and how is that benefiting you?** We had multiple sources of data, without overlap. Many teams could not see all the key information in different applicatins (due to licensing costs), and so getting a clear 360 view of the customer was difficult. Planhat brings all our data into a single location, and enables us to sort, filter and display it in ways that support data-driven decisions. ### 30. Planhat - Super flexible, super customizable, easy to set up, easy to get lost in options **Rating:** 4.5/5.0 stars **Reviewed by:** Geoffrey T. | Sr. CSM, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** May 25, 2023 **What do you like best about Planhat?** As a CSM-centric Platform, Platform has robust capabilities and is highly customizable. The ease of basic configuration was near perfect and the supporting CSM and TAMs are awesome. Great customer support. While we are relatively new to the tool with much in the way of optimization ahead of us, I am confident it will continue to meet and exceed our expectations. When evaluating PH against other platforms they checked most of the boxes and all of the must have boxes. I look forward to making the most out of the platform for years to come. **What do you dislike about Planhat?** The UI is not extremely modern and can, at times, be a bit cumbersome until you get the feel of things. Getting the team on board and focused on the important topics can be a bit challenging as a result because each user can easily get lost or distracted by some shiny object in the app. That said, that "disadvantage" is also its secret super-power because it can enable users to create work flows that are more befitting of their preferences that trying to force them through a one size fits all funnel. **What problems is Planhat solving and how is that benefiting you?** Helps to improve efficiencies by providing focus to the important things at the right time and stay engaged with our customers. The unique licensing model also allows the team to promote the tool and their activities within our organization. So not only will we achieve success with our customers, but we will also achieve greater success within our org. Ultimately, this will drive productivity (we're only 6 months in so no supporting facts (yet)) and allow the team to do more, achieve more, and reduce churn. ### 31. Planhat is a phenomenal tool for CSMs to organize their clients and to automate processes **Rating:** 4.5/5.0 stars **Reviewed by:** Andreas H. | Small-Business (50 or fewer emp.) **Reviewed Date:** March 08, 2023 **What do you like best about Planhat?** I love how easy it is to design reports that show the health of my clients. If one of my clients has an activity coming up, it is easy to log the activity and create a daily digest of what is due, what is coming up, and what I can put on the back burner. As you might expect of a company designed to be a tool for customer success, their customer support is awesome too! **What do you dislike about Planhat?** A bug has made it difficult for me to have the transparency I'd like with my management about my clients, resulting in the need to do a lot of manual work. Their dev team is working on a fix. The responsiveness of their support team and CSM gives me confidence that it will be a short-term issue! **What problems is Planhat solving and how is that benefiting you?** Planhat has reduced the need for our department to rely on multiple software and spreadsheets to manage our clients. This has freed up more time to focus on internal company improvements. ### 32. Easy to manage platform with an amazing support structure! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about Planhat?** From an administrative perspective, Planhat is flexible and low maintenance, allowing you to easily configure the solution in line with your CS team's processes. Unlike other solutions on the market, you do not necessarily require a dedicated administrator. If you are not experienced in system configuration, you can rely on Planhat's support team to walk you through the process or design your specific use case. Their response time is quick, and they always have a positive attitude (Even when you are tormenting them with multiple requests). Their care and attention are high, from the implementation of the solution through to the adoption. We have weekly check-ins with Oscar Webb, who works collaboratively with us on our build and processes, and our relationship with Planhat to date feels like a partnership. **What do you dislike about Planhat?** Although the solution is highly customisable, having greater control over the data layout (similar to Salesforce Page Layout capabilities) would be amazing. Having multiple columns under the Data tab would help segment and promote our data more thoughtfully. Our CS team would like to see an improvement in the ability to automatically store Outlook attachments once the emails have been synced to Planhat. Currently, this isn't possible, so it doesn't encourage our users to use Planhat to view their email activity. A dream improvement would be mapping attachments from the CRM integration to reduce the manual workload in uploading contract documents. **What problems is Planhat solving and how is that benefiting you?** Planhat will give our Customer Success team a full view of our customer data, from the point that they are onboarded through to churn. It will reduce manual workload and provide more significant insights into our customer's usage and adoption of our product. ### 33. Happy to be back! **Rating:** 5.0/5.0 stars **Reviewed by:** Sara S. | Customer Success Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Planhat?** I used to work with Planhat in a company I used to work for, and after some years I could choose my new CRM... I didn't hesitate, I wanted Planhat back. We used to work with Sabrina back then and we work with Bethany now, couldn't be luckier to count on them and their knowledge! **What do you dislike about Planhat?** You can find the same kinds of information in more than one place, but they're different bits, so it can get a bit confusing sometimes. EG: the NPS. I would have everything related to it (results and reports) within the same tab. **What problems is Planhat solving and how is that benefiting you?** We didn't have a clear view of our customer's information. We are still trying to put everything in order and make sure all data is properly displayed, but with Planhat we can even spare to have licenses of other platforms (such as Zendesk, or JIRA) since everything can be checked within Planhat thanks to the API integrations. ### 34. Good tool for our CS team! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Planhat?** Using Planhat, we'll have a seamless handoff from Sales to Implementation then Customer Success. It has increased the efficiency of the team by the use of workflow automation triggers and alerts. **What do you dislike about Planhat?** We are unable to integrate the licenses from Hubspot to Planhat. Therefore, we have to manually add the licenses/products every time there are new customers. I hope we can use the Projects Data Model effectively. Our Implementation team will also use Planhat, but we will have to use playbooks instead of an effective way to track on-boarding activities/tasks. If using Windows, users are unable to scroll to the right. **What problems is Planhat solving and how is that benefiting you?** The lack of visibility into our customer data is one of the core business challenges Sprout has because it is siloed in different systems - Hubspot, Zendesk, Xero, Pendo, Power BI, Gmail and Google Sheets. Efficient management of data is needed to be able to increase customer loyalty, support our clients needs and find opportunities in ways we have yet to explore. ### 35. Extremely good and impressive CSM software **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about Planhat?** Super easy to implement. Super easy to navigate. Super valuable insights. As a professional CSM organisation, we've levelled up after implementing Planhat. **What do you dislike about Planhat?** Frequent updates aren't always well documented, leaving you guessing how a new feature works or wondering why something has changed. They are quick to respond, though, when asking for help. **What problems is Planhat solving and how is that benefiting you?** Actionable insights and a clear / collected overview of our customers. ### 36. A must-have tool for teams across the company **Rating:** 4.5/5.0 stars **Reviewed by:** Margaux G. | Product Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2023 **What do you like best about Planhat?** Planhat covers a broad range of data, useful for several teams across the company. I used it as a CSM, for my Project Manager/CSM team and now as a Product Marketing Manager. As a CSM, it allowed me to gather a detailed overview on my accounts portfolio (objectives, ARR, health, contacts etc.), organising playbooks for onboarding purposes, saving meetings notes and reports, scheduling alerts and reminders. As a team lead, I was able to gather insights into my team's portfolio through dashboards I created and do a great day-to-day follow up job. And now, as a PMM, I continue using Planhat to follow-up on our customers and to better understand why we win or loose deals. I also enjoy the excellent accompaniement given by the CSM and support team! Always there to help! **What do you dislike about Planhat?** Planhat offers so many possibilities that it can be a bit difficult to understand how things work without the help of a CSM. Sometimes dashboards also lack a bit of flexibility. **What problems is Planhat solving and how is that benefiting you?** Planhat is THE tool to look at when it comes to customer journey and qualitative data. It centralises and stores all the most important information on one single tool and makes it easy to visualize and follow up. ### 37. Comprehensive CS platform with great a customer success team **Rating:** 4.5/5.0 stars **Reviewed by:** Juliana E. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2023 **What do you like best about Planhat?** Planhat has all the features that a Customer Success team needs to operate well. I particularly like the various filters that can be created to understand how we're doing in each part of the customer journey. In addition, their intelligence model is a great way to keep stakeholders from outside of the CS organization up to date on how we are doing. Finally, I appreciate our close relationship with Planhat's CS and TAM teams. Shout out to Simon, our CSM! **What do you dislike about Planhat?** The more advanced parts of planhat still require more technical knowledge than a regular CS team has. Their TAM team provides support, but it would be better to have the autonomy to configure these things ourselves. **What problems is Planhat solving and how is that benefiting you?** 1) CRM for existing customers: all of our interactions with customers are kept in the same place. 2) Customer journey management 3) Customer Onboarding 5) Renewal management 4) NPS 5) Key CS Metrics ### 38. User-friendly and allows effective analysis of customer data. Excellent customer support. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2023 **What do you like best about Planhat?** The software is very intuitive to use. Most of the things coulbe be figured out from the get-go. The abilty to slice and dice customer data using filters is also quite helpful. Fantactic team, especially the customer support is superb. **What do you dislike about Planhat?** There's room for improvement for ease of integration. **What problems is Planhat solving and how is that benefiting you?** Customer data visibility and analysis. Better organization of customer communication, planning of customer activities. ### 39. A comprehensive Customer Success tool for Customer Success Managers **Rating:** 4.5/5.0 stars **Reviewed by:** Stephanie L. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Planhat?** How the tool is built Company vs Users, the beauty of the reporting options (Customer Intelligence), how easy it is to update a situation on an account, the flexibility of getting the result you want for your company. **What do you dislike about Planhat?** The implementation is lengthy. We need to get more prepared for it, it is not key in hand type of delivery. So the time constraints pre-usage. We could also enhance the user experience by having a pre-built dashboard for each CSM to control their activities better as an option to start. **What problems is Planhat solving and how is that benefiting you?** Having one tool for my entire team, all with different touch, still one tool. ### 40. Very happy CS team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Staffing and Recruiting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Planhat?** We chose Planhat over similar platforms because it allowed us to easily manage customer relations rather than just reporting risk and churn. We now have complete visibility of every customer, clear health metrics, playbooks and usage reports. Planhat is easy to use daily and is a pleasure to spend time in. We've also got on well with our CSM, who has always been on call to set up and optimise the platform to our particular requirements, answer questions and ensure we can maximise value from Planhat. **What do you dislike about Planhat?** We'd love an integration with Zoho; hopefully, it's moving up the pipeline. I personally struggle with the customer intelligence section. There are almost too many customisations which means the average user may struggle to translate what they want into reality. Also, automated reports emailed to stakeholders would be fab. **What problems is Planhat solving and how is that benefiting you?** Previously there was no central place to record all customer meetings, actions and usage of their subscription. Planhat gives us that which ultimately gives the whole business more confidence. ### 41. Must have tool **Rating:** 4.5/5.0 stars **Reviewed by:** Morgane S. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2023 **What do you like best about Planhat?** It is very useful to have a very complete overview of the account : the ARR, all the related documents (that we can classify by files), the important notes that you can pin, the CSM score. Also, the playbooks that you can create are very easy to use and useful in order to be more efficient and tick the boxes for important processes such as the onboarding or churn battles for example. The modulability of the welcome page table is very useful to personnalise your overview or do a batch action. The alerts before the renewals and the automatic playbooks are useful reminders. It is a very user friendly tool, and clearly my favorite CRM ! **What do you dislike about Planhat?** The fact that you cannot transfer all the files in the accounts when you switch from one company to another (in a situation of acquisition for ex) **What problems is Planhat solving and how is that benefiting you?** Very easy to use CRM to be efficient in day to day client management (onboarding, health management - NPS alerts, health score..., renewal) ### 42. My every day, working with PlanHat **Rating:** 4.5/5.0 stars **Reviewed by:** Zehavit B. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2023 **What do you like best about Planhat?** All the available functions and its interface are friendly to the user. Has a wide variety of options for both CSM's and administrator users, reliable support and up-to-date with CS best practices. The system allows us to manage our customer portfolio better and have clear insights into the accounts. Our risk management has also been improved due to PH, and we are now moving from reactive to proactive when it comes to risk. **What do you dislike about Planhat?** The SF integration took too much time than expected. I believe that if a technical persona from PH was involved in the sales discovery calls, then I'm sure we could cut down the back and forth with customizing the environments and the modules to our needs. **What problems is Planhat solving and how is that benefiting you?** All of the above, The customer journey is well-optimized, and the health score is appropriately reflected. The customer data is updated in one platform, helping us to track the customer information and usage in one place. The CSM's efficiency increased. ### 43. Clearly organising my client management process **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 09, 2023 **What do you like best about Planhat?** The best thing about Planhat is its workflow ability. Setting up different flows for clients at different stages allows me to prioritise well and see where my efforts are needed in an instant. **What do you dislike about Planhat?** The only aspect Planhat could improve is its syncing ability. Sometimes, I find emails and events not synced correctly from my other tools. **What problems is Planhat solving and how is that benefiting you?** - Organisation - Prioritisation - Company mapping - Commercial strategy planning - Following up with clients ### 44. Great tool for Customer Success teams **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Writing and Editing | Mid-Market (51-1000 emp.) **Reviewed Date:** May 23, 2023 **What do you like best about Planhat?** Planhat is a potent and versatile tool for teams that manage both lower-tier and enterprise customers. It gives the user much freedom when building your own metrics, dashboards, filters, and automations. The documentation is comprehensive, and the support team is superb. Not only very helpful but almost always amazingly kind. After 1,5 years of using it, I can also say that Planhat is committed to constant change and development of the product. **What do you dislike about Planhat?** Some of the more advanced features require at least a little bit of understanding of code and formulas, but the support team can usually help with that. **What problems is Planhat solving and how is that benefiting you?** Planhat lets me track the whole customer journey and product usage. It allows me to automate customer communication and monitor their health and engagement. I can also create bespoke dashboards for each team member to facilitate their cs processes. ### 45. Obsessed with this platform **Rating:** 5.0/5.0 stars **Reviewed by:** Nicole C. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 15, 2023 **What do you like best about Planhat?** I love how easy to use this platform is. It has improved my workflow tremendously between tracking workflows, assigning myself tasks & next steps, logging calls, and managing all of my accounts. Unlike previous platforms I've used, I look forward to working on Planhat. It is so customizable, which is great for each individual's workflows and styles. 10/10 love Planhat **What do you dislike about Planhat?** Hard to think of any. The only minor thing I would request is not having to refresh the page after specific actions **What problems is Planhat solving and how is that benefiting you?** Client management, revenue & opportunity tracking, etc. ### 46. A good solution allowing to win time on client portfolio Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 14, 2023 **What do you like best about Planhat?** Planhat helps to have an overview of our portfolio and gather every informartions in one place. It allows to save time in client management and to have every information in one place. There is lot of filters and multiples possibility to adapt to our solutions. **What do you dislike about Planhat?** Maybe a bit too much possibilities of managing the account. Sometimes some essentials informations are losts. **What problems is Planhat solving and how is that benefiting you?** Planhat is allowing me to oversee all my portfolio (last touchpoint / QBR / opportunities) and it saves me a lot of time to know my next actions. ### 47. A very useful tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Professional Training & Coaching | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about Planhat?** A CRM that's easy to understand on a day-to-day basis. Rather complete in its range of functions. I use it every day and it's an indispensable tool in our team. **What do you dislike about Planhat?** The personalization of template emails could be improved. Follow-up reports/dashboards could be improved and offer better ergonomics. using the portal client is a good idea, but not optimal over time (accumulation of content, etc.) **What problems is Planhat solving and how is that benefiting you?** Planhat makes it possible to track all customer topics (conversations, health, etc.), making it an indispensable tool for customer success managers. ### 48. Customer platform you cannot live without **Rating:** 5.0/5.0 stars **Reviewed by:** Kitti M. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2023 **What do you like best about Planhat?** CSM can easily see their customer portfolio and related updates. They can follow up on their targets and progress and get notified whenever an action is required. Managers also have a brilliant overview of the activities and can report on various metrics. **What do you dislike about Planhat?** The customer 360 views could be enhanced with more links to show past activities (opportunities and playbooks completed and archived). Lack of ability to export the content of playbook templates. **What problems is Planhat solving and how is that benefiting you?** Notifications and alerts to the customer-owner, which reduces manual work. Tracking productivity and team performance with the help of dashboards and metrics. Customer related data captured in one single tool. ### 49. Very Useful Automation Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Michael M. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 22, 2023 **What do you like best about Planhat?** The share portal is my favourite feature; it really saves on time spent emailing clients and means there is an easy and agreed way to share updates. Automated emails are also extremely helpful in reducing admin burden **What do you dislike about Planhat?** There is quite a steep learning curve to get to grips with the software, but once up and running it is extremely helpful Quite a few bugs (like any fast-developing software :) ) **What problems is Planhat solving and how is that benefiting you?** Tracking client requests and helping prioritise those requests which carry more importance. Overall healthscore review means I can focus my time on clients who need it most ### 50. Amazing CS tool! **Rating:** 4.5/5.0 stars **Reviewed by:** Jelena G. | Small-Business (50 or fewer emp.) **Reviewed Date:** November 10, 2023 **What do you like best about Planhat?** - great functionalities - good overview of your clients - constantly updated and improved - take feedback very seriously **What do you dislike about Planhat?** Sometimes a little confusing to use when one hasn't a lot of technical knowledge **What problems is Planhat solving and how is that benefiting you?** Giving us an overview of the health of our clients and the tasks attached, revenue management ## Planhat Discussions - [It shouldbe good if we can export the changes etc on Playbooks or have a clear idea on NPS score expectations.](https://www.g2.com/discussions/it-shouldbe-good-if-we-can-export-the-changes-etc-on-playbooks-or-have-a-clear-idea-on-nps-score-expectations) - 1 comment, 1 upvote - [How can I, launch two simultaneos NPScampaings](https://www.g2.com/discussions/how-can-i-launch-two-simultaneos-npscampaings) - 1 comment, 1 upvote - [What's the best way to manage crossell opportunities on planhat?](https://www.g2.com/discussions/40995-what-s-the-best-way-to-manage-crossell-opportunities-on-planhat) - 1 comment, 1 upvote - [How long did it take to implement?](https://www.g2.com/discussions/49802-how-long-did-it-take-to-implement) - 2 comments - [View Planhat pricing details and edition comparison](https://www.g2.com/products/planhat/reviews?page=23§ion=pricing&secure%5Bexpires_at%5D=2026-08-02+08%3A08%3A00+-0500&secure%5Bsession_id%5D=cf4f6dbe-3d2b-4280-bb1e-598a0e226422&secure%5Btoken%5D=192e6c79dc22a9522b4619c8d59d475bf0a8bfd8895f8bc71fcb5e4051168374&format=llm_user) ## Planhat Integrations - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) - [Aha!](https://www.g2.com/products/aha/reviews) - [Boostworks](https://www.g2.com/products/boostworks/reviews) - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews) - [Digibee](https://www.g2.com/products/digibee/reviews) - [Dotdigital](https://www.g2.com/products/dotdigital/reviews) - [Fathom](https://www.g2.com/products/fathom-video/reviews) - [Fin](https://www.g2.com/products/fin/reviews) - [Fin2 by Intercom](https://www.g2.com/products/fin2-by-intercom/reviews) - [Fireflies.ai](https://www.g2.com/products/fireflies-ai/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) - [GitHub](https://www.g2.com/products/github/reviews) - [Glean](https://www.g2.com/products/glean-technologies-glean/reviews) - [Gong](https://www.g2.com/products/gong/reviews) - [Google Cloud BigQuery](https://www.g2.com/products/google-cloud-bigquery/reviews) - [Google Workspace](https://www.g2.com/products/google-workspace/reviews) - [HubSpot Marketing Hub](https://www.g2.com/products/hubspot-marketing-hub/reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) - [Insightly CRM](https://www.g2.com/products/insightly-crm/reviews) - [Jira](https://www.g2.com/products/jira/reviews) - [Microsoft 365](https://www.g2.com/products/microsoft365/reviews) - [Microsoft Outlook](https://www.g2.com/products/microsoft-outlook/reviews) - [Microsoft SQL Server](https://www.g2.com/products/microsoft-sql-server/reviews) - [Mixpanel](https://www.g2.com/products/mixpanel/reviews) - [Pendo](https://www.g2.com/products/pendo-io-pendo/reviews) - [PlanMill ERP Cloud](https://www.g2.com/products/planmill-erp-cloud/reviews) - [Proactivanet](https://www.g2.com/products/proactivanet/reviews) - [Productsup](https://www.g2.com/products/productsup/reviews) - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - [RedeApp](https://www.g2.com/products/redeapp-redeapp/reviews) - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Salesloft](https://www.g2.com/products/salesloft/reviews) - [SAP Cloud ERP (SAP S/4HANA Cloud)](https://www.g2.com/products/sap-cloud-erp-sap-s-4hana-cloud/reviews) - [Showell](https://www.g2.com/products/showell/reviews) - [Slack](https://www.g2.com/products/slack/reviews) - [Snowflake](https://www.g2.com/products/snowflake/reviews) - [Tableau](https://www.g2.com/products/tableau/reviews) - [Typeform](https://www.g2.com/products/typeform/reviews) - [Workfront](https://www.g2.com/products/workfront/reviews) - [Younium](https://www.g2.com/products/younium/reviews) - [Zapier](https://www.g2.com/products/zapier/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Planhat Features **Sales Force Automation** - Contact & Account Management - Partner Relationship Mgmt. (PRM) - Opportunity & Pipeline Mgmt. - Task / Activity Management - Territory & Quota Management - Desktop Integration - Product & Price List Management - Quote & Order Management - Customer Contract Management **Marketing Automation** - Email Marketing - Campaign Management - Lead Management - Marketing ROI Analytics **Customer Information** - Customer Health Scores - Customer Monitoring - Customer Profiles - Playbooks - Customer Segments - Product Engagement - Surveys **Billing and Payments** - Payment Terms - Personalized Billing - Custom Pricing **Product Analytics** - Account-Level Analytics - User-Level Analytics - Segmentation - Funnels - Alerts - Multi-Product Analytics - User Scoring - Integrations **Data Sourcing** - Data Enrichment - Expandability - Content Marketing - Multiple Devices **Sales Team** - Flexible Sales Process - Training Mode - Playbooks **Platform Basics** - Templates - Exporting - Multi-user Access and Collaboration - Multiple Personas - Data Analytics **Content** - Document Collaboration - Versioning - E-Signature - File Request - Feedback **Customer Management** - Customer Profiles - Sales - Marketing - Client Portal **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Onboarding Setup** - Workflows - Templates - Checklists **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Customer Support** - Case Management - Customer Support Portal - Knowledge Base - Call Center Features - Support Analytics **Predictions** - Churn Risk - Upsell Opportunities - Custom Triggers - Machine Learning **Revenue Recognition** - Usage Tracking - Deferred Revenue - Revenue Accrual **Intelligence** - Marketing Metrics - Predictive Modeling - Recommendation Engine **Intelligence** - Opportunity Identification - Zero-touch Renewals - Smart Content **Collaboration** - Billing and Invoicing - Instant Messaging - Project Management - Analytics - Time Tracking - Mobile Application **Project Management** - Project Planning - Project Tracking - Resource Definition - Resource Management **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Project Tracking** - Monitoring - Resources - Content - Tasks - Optimization **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Agentic AI - Product Analytics** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Proactive Assistance **Agentic AI - Customer Journey Mapping** - Autonomous Task Execution **Reporting & Analytics** - Reporting - Dashboards - Forecasting **Platform** - Reporting & Dashboards - API & Integrations - Data Import & Export Tools - Workflow Capability - Notifications - Customization - Scalability - Data Security - Performance & Reliability - User, Role, and Access Management **Revenue Optimization** - At-Risk Customers - Offer Optimization - Customer Churn - Revenue Forecasting **Mapping** - Multiple Org Charts - Stakeholder Roles **Accounting** - Revenue Recognition - Invoice Management - Payments - Project Accounting - Budget Tracking **Customer Engagement** - Portal - Engagement - Branding - Visibility - Collaboration **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Behavioral Analytics - Product Analytics** - Multi-Product Analytics - User level Analytics - Account level Analytics - Segmentation - Funnels **Mobile & Social** - Social Collaboration Features - Social Network Integration - Mobile User Support **Functionality** - Identification - Correction - Normalization - Preventative Cleaning - Data Matching **Portfolio Management** - Portfolio Definition - Portfolio Performance - Risk - Portfolio Mix **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Revenue Optimization** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Platform Infrastructure - Product Analytics** - Cross System integrations - Alerts - Integrations **Platform** - Customization - Workflow Capability - User, Role, and Access Management - Internationalization - Sandbox / Test Environments - Document & Content Mgmt. - Performance and Reliability - Output Document Generation **Management** - Reporting - Automation - Quality Audits - Dashboard - Governance **Analytics** - Forecasting - Reporting - KPIs **Agentic AI - Customer Success** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Natural Language Interaction - Proactive Assistance **AI driven optimization - Product Analytics** - User scoring - Adaptive learning - Automated insights - Autonomous task execution **Integration** - Data Import & Export Tools - Integration APIs - Breadth of Partner Applications **Administration** - Standard Integrations - Workflow - Access Management **Generative AI** - AI Text Generation - AI Text Summarization **Platform** - APIs - Internationalization - Performance and Reliability - Mobile - Offline Access **Generative AI** - AI Text Generation **Generative AI** - AI Text Generation - AI Text Summarization **Artificial Intelligence - Professional Services Automation** - Predictive Forecasting - Smart task suggestions - Automated workflows **Agentic AI - CRM** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Professional Services Automation** - Adaptive Learning - Proactive Assistance ## Top Planhat Alternatives - [Custify](https://www.g2.com/products/custify/reviews) - 4.7/5.0 (515 reviews) - [Totango](https://www.g2.com/products/totango/reviews) - 4.3/5.0 (1,140 reviews) - [ChurnZero](https://www.g2.com/products/churnzero/reviews) - 4.7/5.0 (1,592 reviews)