---
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: '2026-07-24'
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 a customer platform that provides software and services to help organizations grow lifelong customers. Our platform powers sales, service and customer success products that scale with our customers’ needs all the way from startup to household name and beyond. Each day worldwide, over 2.6 million customers are attracted, engaged and delighted with our intuitive yet flexible system of action. The Planhat platform empowers everyone in your organization to consolidate, analyze and act on all your data, becoming more customer-centric and data-driven than ever before. From rolling out autonomous transport systems to distributing new medicines, we’re proud to help make our customers better at what they do best. Alongside our customers, we’re building at the forefront of healthcare & life sciences, finance, connected business, and more. And we need curious, daring minds to help us.



## 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. Makes your CS work better to manage

**Rating:** 4.5/5.0 stars

**Reviewed by:** Michelle d. | Small-Business (50 or fewer emp.)

**Reviewed Date:** February 29, 2024

**What do you like best about Planhat?**

It's completely customizable. Every report is like an Excel sheet but in a nice-looking dashboard to easily manage all your customers at once. Everyone in the team can add their preferences in the overviews individually which is super nice. They are very eager to help with everything and respond quickly to questions.

**What do you dislike about Planhat?**

This customizable part also makes it buggy sometimes, and if you are not an experienced user it's sometimes hard to spot a mistake. Everything is connected.

**What problems is Planhat solving and how is that benefiting you?**

Every CS in our team has quite a few customers, so Planhat helps give an overview with various triggers in renewal, no action on the clients/use of platform and revenue.

  ### 2. Great for Implementation Management!

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** February 27, 2024

**What do you like best about Planhat?**

The simplisity in the UI, customizable reports and automation capabilities.

**What do you dislike about Planhat?**

I would say the lag that is experienced when some changes are made withing the program. Some times it takes a little while to refresh. Not a superlong time just a notable amount for me since I focus more on proficiency within my role. As far as use and functionality I have no complaints.

**What problems is Planhat solving and how is that benefiting you?**

It's allowing me to manage the implementation workflow by keeping all my tasks and data traking on the same screen. With implementation I am required to follow a list of operations on each account to ensure all onboarding touch points are being resolved within different stages of the onboarding process. Planhat is helping me do this by giving me the ability of having my tasks listed out for me to help see a broadend version of the onboarding process.

  ### 3. Super powerful and flexible platform that is exactly what we needed for our Customer Success team!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jack D. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 22, 2023

**What do you like best about Planhat?**

The platform is very powerful, gives you all the key insights and capabilities you want to manage a Customer Success team. 
1. Workflows are great for tracking key processes.
2. Data module is super powerful and allows you to get insights on almost anything.
3. Reporting and Revenue module is great - first time I have done my team reporting on a platform and not in a google sheet!
4. Customer portals are a great way to actually interact with your customers.

It's built in a way that is very flexible and very powerful, yet very accessible. It does take a while to learn the quirks of the platform and get up to speed, but once you do the platform allows you to do most things. I imagine you could make it work for most businesses.

The support team are amazing ! They set a great example of how you want to run a support team. Very responsive, manage expectations properly, and generally are always a delight to speak with.

**What do you dislike about Planhat?**

I would love the ability to send a CSAT and not just an NPS. Especially at the end of the workflow modules.

I mean the fact that is my only complaint is testiment to itself. This platform is amazing, never loved a CRM as much before.

**What problems is Planhat solving and how is that benefiting you?**

Everything, we use planhat as our Financial Source of Truth but also our main CRM tool. Planhat is solving problems for us across our whole customer journey, both for customer facing and operational teams:
- Given us more visibilty on our credit control
- Bettered our onboarding process
- Bettered our day to day customer visibility and allows us to manage health and satisfaction, made data accessible and allowed us to move towards a proactive Customer Success team.
- Has given us visibility on NRR and key financial data
- Allows us to project manage through the customer portal with the customer.

  ### 4. Great customer success/support teams but lacking approachable usability

**Rating:** 3.0/5.0 stars

**Reviewed by:** Tyler H. | Manager of Customer Success, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 21, 2023

**What do you like best about Planhat?**

Planhat has a great support and customer success team that can help guide you through any of your objectives throughout the system. Their integrations make it easy for you to consiladated databases and auto-record a lot of functions. When I've struggled to get something setup with Planhat their team is quick to respond and assist me in achieving my objectives.

**What do you dislike about Planhat?**

Planhat lacks overall in usability. It feels like there is an extra layer of "Planhat Knowledge" you have to spend hours and weeks learning to really hit the ground running. For me personally, it takes a lot of trial and error to build new workflows or requires me to reach out to support/customer success for assistance. While they are super helpful, I wish the platform was easier to pickup on its own and took a less techinial approach to creating workflows and filters. 

I also feel there a lot of features which while are built out in their core, and missing a lot of features to make them truly great. As a result, I've had to rely on other tools to pickup where Planhat is missing features which takes me out of the system and disrupts my ability to fully commit to Planhat as our "all-in-one" solution.

**What problems is Planhat solving and how is that benefiting you?**

Planhat helps us automate critial workflows with our customers to ensure we keep our customers happy.
It helps us organize our data and track key KPIs
Helps us identify struggling partners and provide them quick assistance.

  ### 5. Key platform for our company to get a full view of our customers

**Rating:** 5.0/5.0 stars

**Reviewed by:** Alex W. | Small-Business (50 or fewer emp.)

**Reviewed Date:** December 01, 2023

**What do you like best about Planhat?**

Planhat has been instrumental in getting better alignment and visibility into our customers use of our product along with all the customer touchpoints across departments. All teams are starting to adopt and use Planhat daily from marketing, sales, product, support, operations and obviously Customer Success.

**What do you dislike about Planhat?**

We have existing systems for product and engineering work / tracking, so though Planhat offers solutions for tracking cross customer feature requests, we aren't using this functionality at this time.

**What problems is Planhat solving and how is that benefiting you?**

Visibility into all company interactinos with a customer. Ability to predict customer escalations before they occur.  Identify customer churn risk to address proactively. Help CSMs identify consumption rate and opportunities for early renewals and upsells.  Manage / track customer case studies. Easily know who owns what customers and who are key touchpoints within a customer account. Track customer journey phases for reporting and company self-serve on where customers are currently.

  ### 6. Planhat was a game changer

**Rating:** 5.0/5.0 stars

**Reviewed by:** Oliver M. | Mid-Market (51-1000 emp.)

**Reviewed Date:** February 01, 2024

**What do you like best about Planhat?**

Planhat has truly been a game changer for our business. The platform has completely revolutionized the way we manage our customer relationships and has significantly improved our overall customer success. The user-friendly interface and powerful features have made it easy for our team to track and analyze customer data, leading to more personalized and effective interactions. The ability to easily create and track customer success plans has allowed us to proactively address any issues and ensure our customers are achieving their desired outcomes. Additionally, the seamless integration with other tools has streamlined our workflow and saved us valuable time. Overall, Planhat has been an invaluable asset to our business and we can't imagine managing our customer relationships without it.

**What do you dislike about Planhat?**

Yes, the tool is really effective and user-friendly.

**What problems is Planhat solving and how is that benefiting you?**

Planhat is solving the problem of managing customer success and retention for subscription-based businesses. This benefits us by providing a centralized platform to track customer interactions, monitor health scores, and automate tasks related to customer success. This ultimately helps us improve customer satisfaction, reduce churn, and increase the lifetime value of our customers.

  ### 7. Implemented Planhat to Replace Hubspot

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Commercial Real Estate | Mid-Market (51-1000 emp.)

**Reviewed Date:** March 04, 2024

**What do you like best about Planhat?**

Lots of functionality - very customizable and unlimited user seats. It allows for increased visibility and once you get used to it, it's easy to use. It also integrates well with Hubspot.

**What do you dislike about Planhat?**

There's a pretty big learning curve with Planhat - especailly on the set up side. There is however a LOT you can do with it once you get past that hurdle. Implementation for us was slower since the snowflake <> Planhat integration involved a bit of manual lift. Otherwise, usage has been pretty smooth and support from our CSM and technical rep has been very good and helpful. I do wish the knowledgebase was a bit more built out as well.

**What problems is Planhat solving and how is that benefiting you?**

Planhat solves for visibility issues and information silos and a lack of a source of truth for all customer data.

  ### 8. Planhat has empowered us to manage and oversee our customer success department effectively.

**Rating:** 5.0/5.0 stars

**Reviewed by:** Felix N. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 14, 2023

**What do you like best about Planhat?**

Planhat has proven to be an invaluable tool in our organizational framework, providing us with the means to not only streamline but also enhance our customer success department. With its robust features and user-friendly interface, Planhat has empowered our team to gain meticulous control over every aspect of customer success. From tracking customer interactions and feedback to analyzing performance metrics, Planhat has become an integral part of our strategy, enabling us to deliver a more personalized and efficient customer experience. Overall, the implementation of Planhat has significantly contributed to the overall effectiveness and success of our customer success initiatives

**What do you dislike about Planhat?**

Understanding that Planhat possesses a level of sophistication that may initially pose challenges for our team, we have undertaken a deliberate and concerted effort internally. This effort involves investing considerable resources to reshape existing behaviors and methodologies, fostering an environment that is better attuned to harnessing the full potential of Planhat. 

Would love it if Planhat could use its deep knowledge about customers' success to offer more pre-built dashboards, workflows, and other structural enhancements which would have helped us to get up to speed even quicker.

**What problems is Planhat solving and how is that benefiting you?**

Planhat serves as a centralized hub that facilitates the consolidation of all pertinent information, ensuring a unified and organized repository for data across our entire organization. Its key strength lies in the accessibility and comprehensibility it brings to our data landscape. By employing Planhat, we've streamlined the process of making critical data readily available to team members, fostering a shared understanding of information throughout the organization.

  ### 9. Elevating CSM efficiency with Planhat

**Rating:** 4.0/5.0 stars

**Reviewed by:** Valerie G. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 14, 2023

**What do you like best about Planhat?**

We have been using Planhat for almost a year now, and I am truly impressed with its capabilities and the positive impact it has had on our customer relationship management. This tool has become an invaluable asset for our team, offering a seamless experience, a wide range of integrations, and unprecedented visibility into every aspect of our customer interactions.

Couple of things to highlight: 

Ease of Use:
One of the standout features of PH is its user-friendly interface. The intuitive design makes it incredibly easy for our team to navigate and utilize its powerful features. Whether you're a seasoned professional or a newcomer to CRM tools, the learning curve is doable, allowing us to get up and running quickly. The simplicity of the platform has significantly increased user adoption across our organization.

Multiple Integrations:
PH has successfully addressed the need for seamless integration with other tools and platforms. Its extensive list of integrations with popular applications has streamlined our workflows and enhanced overall efficiency. From connecting with our email and calendar systems to integrating with Hubspot, Chargebee and Intercom, PH has become the central hub that ties our tech stack together. This interoperability has eliminated data silos, providing a comprehensive view of customer interactions.

Enhanced Customer Success Management (CSM):
One of the most significant advantages we've experienced withPH is the transformation of our Customer Success Management approach. CSMs now have unprecedented visibility into all aspects of customer engagement, from initial contact to ongoing support. This comprehensive view empowers our CSMs to be more proactive in addressing customer needs, identifying opportunities for upselling or cross-selling, and promptly resolving any issues that may arise.

The ability to track customer interactions, monitor feedback, and analyze usage patterns has allowed our CSMs to tailor their strategies to individual customer needs. This level of insight has not only strengthened our relationships with existing customers but has also been a game-changer in acquiring new business by showcasing a deep understanding of client requirements.

Lastly I would like to highlight that PH offers exceptional customer support that is fast, clear, and incredibly helpful. Their team quickly addresses inquiries, providing effective and easy-to-implement solutions. Furthermore, our dedicated Customer Success Manager Oscar has been outstanding. With in-depth knowledge of the platform and a genuine commitment to understanding our business, he has provided personalized training and strategic insights, making PH not just a software provider but a true partner in our success.

In conclusion, PH has proven to be a reliable and powerful solution for our customer relationship management needs. Its ease of use, extensive integrations, and the enhanced visibility it provides have elevated our approach to customer success. I highly recommend PH to any organization looking to streamline their CRM processes and take their customer management strategies to the next level.

**What do you dislike about Planhat?**

While PH excels in many areas, there are a few aspects that could be enhanced for an even more seamless user experience. 

Firstly, while the platform offers a variety of integrations, there is room for improvement in extending some of these integrations to be two-sided. The ability to not only pull data into PH but also push relevant information from PH to other integrated platforms would significantly enhance workflow efficiency. A more robust bidirectional integration would streamline data management and ensure a more synchronized and real-time exchange of information across our tech stack.

Additionally, the process of building filters and views within PH can be somewhat intricate, depending on the complexity of your product. An intuitive and straightforward approach to creating filters and views would empower users to customize their experience more efficiently, ensuring that they can extract valuable insights from the platform without facing unnecessary complexity.

It's worth noting that PH has demonstrated a commendable openness to addressing user concerns and improving the platform. The team has a proactive approach towards feedback, and they've already successfully resolved several feature requests from our side. This responsiveness gives us confidence that the suggestions for enhancing two-sided integrations and simplifying the process of building filters and views will be met with the same level of commitment. The willingness of PH to actively collaborate on refining the platform based on user input underscores their dedication to providing a top-notch user experience. We look forward to seeing these potential improvements in future updates, further solidifying PH as a dynamic and user-focused CRM solution.

**What problems is Planhat solving and how is that benefiting you?**

Before implementing PH, our team faced a significant challenge due to the fragmented nature of our operations. Customer Success Managers (CSMs) operated within a separate ticketing system, sales activities were managed in HubSpot, and financial transactions were tracked in Chargebee. Each department essentially functioned on its own island, resulting in a lack of a comprehensive overview of our customers. This siloed approach made it difficult to proactively identify issues, collaborate effectively, and fully understand the customer journey.

The absence of a unified platform hindered our ability to spot potential upsell opportunities and address customer needs comprehensively. There was a clear need for a solution that could integrate and centralize data from various sources, providing us with a holistic view of customer interactions and transactions.

Now, with PHin place, we have successfully overcome these challenges. By consolidating data from customer interactions, product usage, and financial transactions into a single tool, we have gained a full overview of our customers. This integrated approach enables us to proactively identify and address issues, providing a more seamless and efficient customer experience. Additionally, the unified data view empowers us to recognize upsell opportunities and tailor our approach to meet individual customer needs, fostering stronger and more profitable relationships. PH has become the linchpin that connects our previously isolated islands, fostering collaboration and ensuring a comprehensive understanding of our customers' journeys.

  ### 10. Positive Onboarding Experience with Planhat

**Rating:** 4.5/5.0 stars

**Reviewed by:** Amber B. | Program Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** November 10, 2023

**What do you like best about Planhat?**

The customer service experience during our onboarding phase with Planhat has exceeded expectations. We appreciate the seamless ability to craft comprehensive views of our customer data at both macro and micro levels. Moreover, the platform empowers us to curate an extensive catalog of content tailored for our customers, while also facilitating the establishment of several standardized processes for our internal staff. The overall experience with Planhat has been nothing short of exceptional, enhancing our operational efficiency and ensuring a positive interaction at every step of the onboarding journey.

**What do you dislike about Planhat?**

We encountered some challenges aligning the product with our business model, resulting in an uptick in support tickets and a necessity for engineering intervention. While there have been occasional delays in support from the engineering side, we've been fortunate to receive consistent communication and updates on the progress of our tickets from our dedicated CS team. Their proactive approach has helped us stay informed and reassured during the resolution process.

**What problems is Planhat solving and how is that benefiting you?**

Beign able to segment our membership, analyze our customers for sales opportunities, and properly educate cutomers in a seamless portal environment will be a welcomed update for our organization. Having one place to store and work our processes internally will help our staff communicate more effectively and mitigate churn and customer complacency.

  ### 11. Improving Organizational Collaboration and Communication

**Rating:** 4.5/5.0 stars

**Reviewed by:** Alex A. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 09, 2023

**What do you like best about Planhat?**

Planhat let's our teams pull together information from disparate systems and build more comprehensive profiles on our customers.

Using the Workflows module also allows members of our team to consistently execute on tasks that we have shown are successful for our end users.

Our CSM, the Data team, and support are always prompt and clear on what needs to be done to achieve our end goals in Planhat.

**What do you dislike about Planhat?**

The implementation was a heavy lift for our teams. We had never truly centralized our data defore and it is an ongoing task to keep up with all the data.

Feature releases have improved some areas, but also caused some confusion for team members who are not working every day in Planhat,

**What problems is Planhat solving and how is that benefiting you?**

Planhat is allowing us to centralized our data and workflows to get better visibility into where cusomters are int heir lifecycle and how our teams are executing on our deliverables.

  ### 12. Great product with tons of improvements

**Rating:** 4.5/5.0 stars

**Reviewed by:** Juan Pablo D. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 09, 2023

**What do you like best about Planhat?**

Planhat feels like a comprehensive customer success platform that is easy to learn and use, even for users with no prior experience. We have leveraged quite successfully Planhat's predetermined structure to fit our needs and driven successful adoption within our organization. Planhat's capacity to be able to handle streaming /tracking information for customer usage comes in very handy, while also having the capacity to handle in data from several other sources, making it the ideal place for our staff to go to for customer information and action.

**What do you dislike about Planhat?**

Even though Planhat has some documentation on the internal languages they use for metric/formula building, it seems to be a combination of several languages, which can make it cumbersome to handle and validate complex calculations. Additionally, the filtering functionality could be improved by allowing users to create master filters or subfilters.

**What problems is Planhat solving and how is that benefiting you?**

Planhat has become the hub for internal operations for our growth and CSM team. We intend Planhat to become the go-to platform for all customer information. The ability to have an overview of one of our customers in just a few clicks brings in a lot of value, also having information consistently synced from our data warehouse allows our agents to be on top of what is going on with our customers throughout the day.

  ### 13. I love the insight into the health of our customers and being able to react immediately to changes

**Rating:** 4.5/5.0 stars

**Reviewed by:** Tim v. | Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** June 29, 2022

**What do you like best about Planhat?**

It took a while before we had our data completely in Planhat, due to our own structure. Now that we gain more and more insight, we can use Planhat to spend time on the right customer.

Colleagues outside our CSM team are now also increasingly working with Planhat. For example, our marketing colleagues can quickly filter if they are looking for a certain type of customer for a customer story.

We often have an idea: could this be possible in Planhat? And yes, it is often possible. The support department really thinks along with you and, for example, immediately helps you with complex metrics.

We plan to automate even more with Planhat in the coming years!

**What do you dislike about Planhat?**

We don't use Planhat to schedule our meetings, we still use our own Calendar and import these events.

**Recommendations to others considering Planhat:**

It takes some time to get your data points in Planhat, but this is a very important step to get the most out of it.

**What problems is Planhat solving and how is that benefiting you?**

In the beginning we used Planhat to manage the onboarding phase. Now we use it more to get signals of which customers we should pay attention to. We are now also making full use of the revenue module and the opportunities. The next step is to do even more with reporting, which we now use Tableau for.

  ### 14. Proactively manage your customers and stay on top of your team's activities - overall a great tool

**Rating:** 4.0/5.0 stars

**Reviewed by:** Marie H. | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 08, 2023

**What do you like best about Planhat?**

Planhat is easy to use and the UI is customer friendly. Their support team responds swiftly and is knowledgable. The SFDC integration is powerful (only limitation: it cannot mirror all products on the opp level). It is possible to set up customised workflows with filters and automations and achieve practically anything. Planhat allows you to keep an overview of your accounts, their health and enables you to proactively engage them when needed.

**What do you dislike about Planhat?**

While the automations in combination with the filters are very powerful, it gets easily very messy and one risks losing sight of all the workflows put in place. This process is very manual. Still, recent product enhancements contributed to a better overview and progress is visible. There are not as many integrations available to sync the financial data into Planhat (e.g. Stripe integration has been on the roadmap for a long time).

**What problems is Planhat solving and how is that benefiting you?**

The customer portal is a great way to share a project plan with the customer and clearly split between to-dos of the customer and the CSM/user. No need for a separate project management tool. Monitoring the project implementation is easy.
Filtering through the entire customer base to better identify upsell opportunities, customers that require attention etc. is very straightforward.
Data analysis over time allows leadership staff to understand where CSMs spent their time, identify high value customers and plan accordingly.

  ### 15. A tool every CSM should know about

**Rating:** 4.5/5.0 stars

**Reviewed by:** Mélanie F. | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 08, 2023

**What do you like best about Planhat?**

I like how playful and visual it can be.
As CSM, we often lack visibility/tracking on some paramount customer insights.
Planhat is helping on catching the important details and so we can better prioritize/ take action.
Easy to use, once we are trained. I use it everyday.

**What do you dislike about Planhat?**

My company has 6 softwares that have their own processes/ internal organization.
Planhat is adapted for a 1 solution/ pattern only. We cannot specify whether it is for 1 solution or another.
This is the main point of frustration.

**What problems is Planhat solving and how is that benefiting you?**

It helps me to better organize my next actions, personnalise my own workflow independently or sharing them with the team.
I also better monitor the last touches with customer which allows me to better answer their needs or proactively suggest improvement.
I also specifically use it to "log" all my notes and meetings so that any CSM after me would know what was discussed, with who and what business opportunities we could develop later with that client.
I basically only take my notes on Planhat.

  ### 16. Planhat allows our team to proactively monitor accounts and drive our work using actionable data.

**Rating:** 4.5/5.0 stars

**Reviewed by:** Reuben S. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 06, 2023

**What do you like best about Planhat?**

Planhat allows for clear visibility into our portofolio of accounts, is flexible and customizable, and provides for easy customer communication. With a few clicks, we're able to monitor accounts, take appropriate action, and use important data to drive engagement and renewals. The support we are offered is top notch, as well.

**What do you dislike about Planhat?**

The only downside I've experienced with Planhat is removing accounts once added. When accounts churn or need removed for other reasons, for us, it is a manual process - rather than the expected update when sycning with our sales CRM.

**What problems is Planhat solving and how is that benefiting you?**

Planhat allows the customer success team to monitor key usage metrics and data points across our customer base. It provides automated notifications in the event that health scores change, and we are able to drive appropriate next steps based on this data. It also allows us to see how our customer base is progressing toward key milestones in their product adoption, and share those insights with others in the organization. Planhat also allows us to set up and implement meaningful and scaleable customer communication touchpoints.

  ### 17. Overall, I'm highly satisfied with Planhat's impressive adaptability and functionality.

**Rating:** 4.5/5.0 stars

**Reviewed by:** Thijs B. | Customer Operations Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 15, 2023

**What do you like best about Planhat?**

I appreciate Planhat most for its remarkable flexibility, allowing us to tailor the platform to our specific needs. This feature has significantly contributed to the efficiency of our workflow. The continuous development of the product, demonstrated through regular updates, reflects Planhat's commitment to staying at the forefront and ensuring the platform evolves to meet our ever-changing needs.

**What do you dislike about Planhat?**

On the flip side, a notable drawback is the limited support availability. As of now, support is only accessible through a chat function, which can result in longer response times, not always aligning with the urgency of certain issues. Additionally, occasional bugs or issues have been encountered, disrupting the otherwise seamless user experience.

**What problems is Planhat solving and how is that benefiting you?**

Planhat is addressing operational inefficiencies by providing a flexible platform tailored to our needs. This adaptation enhances workflow and contributes to the professionalization of our Customer Success department, ultimately improving overall efficiency and customer engagement.

  ### 18. Dependable Customer Success Platform!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Manali J. | Senior Customer Success Manager, Enterprise (> 1000 emp.)

**Reviewed Date:** July 09, 2024

**What do you like best about Planhat?**

Easy collaboration with colleagues
Intuitive dashboards for tracking the performance
Easy to log activites and tasks, 
Comprehensive picture of an account
Quick and helpful Support team

**What do you dislike about Planhat?**

Back button doesn't work! It never navigates to the last tab opened. This is the most annoying thing.

**What problems is Planhat solving and how is that benefiting you?**

Customer Success Management is simplified . Complete information under one roof.

  ### 19. Great support!

**Rating:** 5.0/5.0 stars

**Reviewed by:** Artem  R. | VP of Customer Success, Marketing and Advertising, Mid-Market (51-1000 emp.)

**Reviewed Date:** December 15, 2023

**What do you like best about Planhat?**

Awesome support from their technical team, both from support and their techincal account managers, as well as account managers who constantly identify where your Customer Success team is going, the goals you want to achieve and the obstacles you face to customize the setup according to your needs.

**What do you dislike about Planhat?**

There are so many possibilities in Planhat that it can sometimes be difficult to know which end to start from 😅 But that doesn't stop you as they are available to recommend solutions based on your needs.

**What problems is Planhat solving and how is that benefiting you?**

Before Planhat, we used several different tools for various customer insights. Now we use only one - for everything related to the customer as it is quite easy to integrate different tools.

  ### 20. Planhat review

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** December 21, 2023

**What do you like best about Planhat?**

- Gives you a good oversight
- Planhat has made it possible  to work on scale, with many customers. This was not possible with our previous tool stack
- In general, Planhat is easy to use and navigate in once you have learned the basics
- Easy to adapt the panels and view based on your needs
- Possibility to bulk plan activities
- Easy to copy filters/automations and then do adjustments instead of doing from scratch
- Ability to take action from different places
- Great customer support and CSM 
- Library of help articles and interesting podcasts and webinars

**What do you dislike about Planhat?**

- Lacks structure options
- UI and design is not the best
- Emailing function is not very refined
- Apart from the basic functions, when you go more advanced, there are too many steps and options making it less intuitive
- It is not easy to collaborate on tasks, notes among internal stakeholders 
- Planhat are rolling out updates at a high speed which is both positive and negative. Sometimes new features, or name changes doesn't update and reflect everywhere. Feels like improving the tool should be highest priority, instead of releasing new features. Important to find the balance as they are growing into new territories
- Overload of templates/filters/playbooks etc. When you are not the owner you can't delete nor see the owner, making it overwhelming. It should be easier to keep it "tidy"

**What problems is Planhat solving and how is that benefiting you?**

- Gives you a good oversight
- Planhat has made it possible  to work on scale, with many customers. This was not possible with our previous tool stack
- In general, Planhat is easy to use and navigate in once you have learned the basics
- Easy to adapt the panels and view based on your needs
- Possibility to bulk plan activities
- Easy to copy filters/automations and then do adjustments instead of doing from scratch
- Ability to take action from different places
- Great customer support and CSM 
- Library of help articles and interesting podcasts and webinars

  ### 21. Planhat has helped bring much needed visibility into the overall health of our book of business.

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** May 16, 2023

**What do you like best about Planhat?**

My favorite part of planhat is the visibility it gives us in regards to our clients. Before PH we were managing our accounts through multiple spreadsheets. Everything was manual.

**What do you dislike about Planhat?**

There are a lot of features for us to utilize. Which is great, but it is also hard for us to identify where to start or what to use because we are a small SaaS organization. 

We have had multiple CS managers which have stalled momentum when it comes to our account. We have had to start at back at ground zero with each transition which has been hard.

**What problems is Planhat solving and how is that benefiting you?**

Visibility into my portfolio. It helps with accountability and data management.

  ### 22. Lovely CS tool.

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** August 30, 2024

**What do you like best about Planhat?**

Very easy to use and is ALSO very user-intuitive.

**What do you dislike about Planhat?**

Data integration was a bit more complicated than outlined in the sales process. Our Customer Success Manager, Lisa, has been helpful in trying to make a path forward.

**What problems is Planhat solving and how is that benefiting you?**

One place to find all things CS, and to truly be able to pull health scores, has been great.

  ### 23. Planhat is efficient and effective!

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** August 27, 2024

**What do you like best about Planhat?**

Planhat makes it easy to review accounts and build out filters to identify possible upsell opportunities! All the information I need is in one place and reaching a larger audience with fewer clicks is a huge plus!

**What do you dislike about Planhat?**

There is no monthly calendar view for upcoming activities and tasks.

**What problems is Planhat solving and how is that benefiting you?**

Reaching a large number of customers and identifying opportunities.

  ### 24. Insightful, easy to use and reliable

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Design | Mid-Market (51-1000 emp.)

**Reviewed Date:** August 27, 2024

**What do you like best about Planhat?**

Planhat is a super customizable and easy-to-use tool. They have helped us take our CS insights and processes to the next level. The support from the CSM is great. Overall I think it has been 10 steps forward vs. our previous tool.

**What do you dislike about Planhat?**

Integrations with other sources of information (e.g., Salesforce) could be better

**What problems is Planhat solving and how is that benefiting you?**

CS processes, CSM overview

  ### 25. Account Management with Planhat – A Game-Changer!

**Rating:** 4.5/5.0 stars

**Reviewed by:** Fernanda C. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 20, 2023

**What do you like best about Planhat?**

As someone deeply committed to cultivating client relationships, I can confidently say that Planhat stands out as a powerful ally, consolidating all our customer data into a centralized hub.

The standout feature of Planhat is its ability to seamlessly gather and organize all customer information in one place. This centralized hub not only simplifies our workflow but also provides a holistic view of each customer's journey. The convenience of having all relevant data at our fingertips has significantly enhanced our ability to understand, anticipate, and respond to client needs with unparalleled efficiency.

**What do you dislike about Planhat?**

One area where Planhat could enhance user experience is in the creation of filters. While the platform provides an excellent overview of customer data, the ability to create and customize filters would provide even greater flexibility in sorting and analyzing information.

Additionally, we've found that the abundance of fields within the platform can be overwhelming at times. A more streamlined approach to field management, perhaps allowing users to customize and display only the most relevant fields, would contribute to a more focused and efficient user experience.

**What problems is Planhat solving and how is that benefiting you?**

Planhat has become like our secret weapon for the growth and Customer Success Management (CSM) squads. We're aiming for Planhat to be the ultimate go-to spot for all things customer-related.

  ### 26. Not Flash, All Substance

**Rating:** 5.0/5.0 stars

**Reviewed by:** Brandon R. | Head of Customer Success, Small-Business (50 or fewer emp.)

**Reviewed Date:** November 15, 2023

**What do you like best about Planhat?**

Planhat is an INCREDIBLY flexible solution that gives CS orgs of all sizes the ability to quickly implement success plans, get valuable insights, and keeps the team organized as to what is more important. It's health components lets you deeply understand the state of each account and gives you the information you need to know to take corrective actions. Lots of native integrations to build up your data set with.

Everyone in the organization can get value out of the tool, and most people on our team log in on a regular basis.

**What do you dislike about Planhat?**

It is not the most sexy platform on the market. That said, having tried alternatives with a flashier UI, you quickly realize that flash does not matter at all in the value of the tool.

Its also important to use your TAM to get your account set up the correct way, and they will need a little time to get you up to speed on where you want to be.

**What problems is Planhat solving and how is that benefiting you?**

Scalability. We now have a path forward to onboard CSMs into a program where they can immediately make an impact on the customers and provide value to the team.

We also have detailed insights into each one of our customers, and know that as our business needs change we can out metrics and fields to support our business needs.

  ### 27. Solid product and smooth support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Daria A. | Mid-Market (51-1000 emp.)

**Reviewed Date:** February 29, 2024

**What do you like best about Planhat?**

The simplicity of the product and responsiveness of your team

**What do you dislike about Planhat?**

Some integrations could be a bit smoother. For example synching fields between SF and PH where you have to manually create pick list items in PlanHat is kind of time intensive

**What problems is Planhat solving and how is that benefiting you?**

It's helping our CS team work smarter and gives us visibility into health that salesforce alone could never offer

  ### 28. Nice platform for customer success that helps with a lot of insights and management of customers

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** October 19, 2022

**What do you like best about Planhat?**

Planhat is fairly intuitive when it comes to the main functions for managing customers. E.g. it is great to configure own health scores for quick overview of customers' well-being. In addition, several measures are available to easily understand how customers are using our product and in turn define measures of our own. Planhat is also great for capturing all events/meetings/notes on a customer that should be available in case the actual customer success manager isn't. Lastly, the option to share a customer portal with customers and use it as a joint platform for communicating to-dos and next steps, is of great value.
There is a very close collaboration between the Planhat CSM and us. In addition, we have a technical contact person, who is helping to set up integrations and automations.

**What do you dislike about Planhat?**

There are still a couple of functionalities that don't work well, e.g. synching recurring calendar meetings, or mail that are in other folders than "Inbox". In addition, the integration options could be a bit more advanced, esp. when it comes to trouble shooting. Failure messages are available, but it seems to not be possible to actually look at sent or received payloads to see why things fail. Therefore, finding a wrong setting can take quite long. Nevertheless, the team tries their best to help out where the platform still has shortcomings. Furthermore, the customer portal would benefit from allowing to work on formatted pages both for our customers and for us. So far, there is only a document option that allows our customers to enter free text, but if I have my self-build success plans, there is no way for my customers to enter their text into it.

**What problems is Planhat solving and how is that benefiting you?**

It's giving me a quick overview of the most important customer-associated metrics and is thereby saving me a lot of time in analysis. It also helps a lot with knowledge transfer and simply tracking to-dos, thereby improving the work as a team.

  ### 29. This is the tool you should invest in if you want a customer-led company

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.)

**Reviewed Date:** November 10, 2023

**What do you like best about Planhat?**

You can tell that the product was created by customer success experts by their methodology and approach. They are fantastic to work with and offer fantastic support in implementation. 

It's super easy to get going and create dashboards that drive value to your stakeholders. We recently created a forecasting dashboard with the help of the Planhat team that made our leadership team's eyes sparkle! 

It has a wide range of features that help you drive adoption, with growth and scalability in mind. 

It also integrates with everything we need, making it a single source of truth for the teams we work with.

**What do you dislike about Planhat?**

There is very little to dislike about Planhat. 

Having said that, getting set up can take time if you don't have buy-in from your other teams. So make sure that the whole company is aligned and ready to be customer-led before you get started.

**What problems is Planhat solving and how is that benefiting you?**

Within our organisation, Planhat is scaling up a lot of our manual processes and making it easier for the customer success team to execute their strategy at scale.

As well as driving transparency and delivering key insights to leadership teams / internal stakeholders with ease.

  ### 30. A flexible, data driven customer success platform

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 09, 2023

**What do you like best about Planhat?**

Of all of the CSPs that I evaluated, Planhat was the one that was the most flexible. At its core, it's focused on the organization of data. This was important to us, as we do not connect Planhat with another CRM tool (like Salesforce or Hubspot), we use Planhat as our CRM tool. Being able to create and define objects in Planhat without needing them to exist in a separate system was crucial to our decision to go forward with them vs others.

**What do you dislike about Planhat?**

We use Stripe for our billing, subscription licensing, and revenue. Unfortunately, Planhat does not have a native integration with Stripe (yet!) which means we are using a series of webhooks to connect our critical revenue data to Planhat. There are a few issues with this that I'm working through with our technical account manager who has been great, but it's unfortunate that the integration hasn't been smoother.

**What problems is Planhat solving and how is that benefiting you?**

Planhat has been key to helping us get more revenue from our existing client base.

  ### 31. An absolute MUST for customer oriented companies!

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 06, 2023

**What do you like best about Planhat?**

The list of things I appreciate about Planhat is long so I will go for top 3 :


1.Customer Segmentation that allows me to segment customer base based on various criteria, for example customer engagement and retention & expansion phase to tailor customer success strategies and allocate time between the customers that need me the most that month. This gives me better understanding and structure of customer base as well as sense of control and power of being able to plan and work in a proactive manner. 


2.Customer Data Centralization. Planhat allows me to gather all crucial data in one place, giving me a 360-degree holistic view of the customer base. 

I use custom dashboards and reports to track MRR, churn, upsells and how it all comes down to NRR but also customer health and NPS. That helps me retain existing customers and monitor upsell and cross-sell opportunities. 


3.CRM for CS. Working in Planhat is so smooth and pain free. You can either send e-mails directly through Planhat or connect Gmail to Planhat to ensure that no communication is lost. Once the email is sent through Gmail - is ends up in Planhat. Like in other CRM tools, it is possible to LOG and PLAN all the activities - meetings, calls, notes, internal to-do activities so that nothing gets forgotten - perfect for time management enthusiasts who appreciate good structure. 

And and here comes the best part …. 

You can implement Account Plans for each individual client to make sure that track progress, KPIs and goals of specific projects and of course all crucial information. This is a game changer! 

Planhat makes CS-life much much easier and saves lots of time. I no longer need 12 different spreadsheets to track different projects, KPIs and progress.

**What do you dislike about Planhat?**

I will get back on that once I have found something to dislike.

**What problems is Planhat solving and how is that benefiting you?**

Planhat helps us take back control of our clients, projects, revenue and progress. It helps us understand, structure and improve our internal processes to be more data-driven and proactive.

  ### 32. Great product and service

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** August 02, 2024

**What do you like best about Planhat?**

The interface and it's ease of use ; the product and the level of service we get from our CSM

**What do you dislike about Planhat?**

Easy to understand what the product feedback process is

**What problems is Planhat solving and how is that benefiting you?**

Scaling operations 
Understanding our clients and tracking progress

  ### 33. Excellent Platform for Implementation Management

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** August 26, 2024

**What do you like best about Planhat?**

I like how easy it is to track customer data, specifically for implementations in PlanHat.

**What do you dislike about Planhat?**

I am used to using Gainsight, so PlanHat isn't as intuitive for me.

**What problems is Planhat solving and how is that benefiting you?**

We track customer implementations in PlanHat.

  ### 34. The CSP solution we had to have

**Rating:** 5.0/5.0 stars

**Reviewed by:** Connor Z. | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 15, 2023

**What do you like best about Planhat?**

Planhat has quickly become essential to our every day process. We have some unique aspects to our business model that differentiate us from traditional SaaS. Planhat's flexibility coupled with their outstanding support, has allowed us to glean a ton of value from the tool!

**What do you dislike about Planhat?**

There was a ramp up period in Planhat due to the shear amount of functionality that can be leveraged, but we were able to navigate this with awesome support from our CSM.

**What problems is Planhat solving and how is that benefiting you?**

Plkanhat is solving our issue of effective cross departmental functions with the Sales org during the life cycle journey of our clients. We are now able to forcast expansion/extension opportunities and efficiently manage our customer base. This is our CSP for managing all client profile data. Dynamic Health Score metrics help us to keep an accurate pulse on our customers.

  ### 35. Transformational

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 20, 2023

**What do you like best about Planhat?**

I love the fact that it's flexible and customisable enough to push all relevant data sources into Planhat to give a single view of our customers.  Big kudos to the team who are always happy to throw ideas around and advise on how to squeeze the maximum value out and also engage with the Product team to move the product on so quickly.  We live in the product daily.

**What do you dislike about Planhat?**

The revenue view in companies with the mass of blue timelines (something that's about to be fixed apparently).

**What problems is Planhat solving and how is that benefiting you?**

Planhat has enabled us to mature our onboarding processes and track touchpoints with the customer.  It gives everyone a single view of all communcations with customers and key metrics at a glance that would previously have meant going into multiple different platforms before.

  ### 36. Easy to use, you can collaborate on different tasks and customize it to fit your company's needs.

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.)

**Reviewed Date:** February 23, 2024

**What do you like best about Planhat?**

Planhat gives you a direct overview over your tasks and your accounts, so you can proactively manage your workload.

**What do you dislike about Planhat?**

Since you can customize it to your liking, it can also be a bit confusing on where to look for certain things - however, you can still search for the things you are looking for, so this point is a minor.

**What problems is Planhat solving and how is that benefiting you?**

A solution to have insight in all customer data plus your tasks to have a holistic view on your customer base.

  ### 37. Very good CS software

**Rating:** 4.0/5.0 stars

**Reviewed by:** Esra P. | CRM Specialist, Mid-Market (51-1000 emp.)

**Reviewed Date:** December 05, 2023

**What do you like best about Planhat?**

- Many great functionalities: Health Score, Automations etc.
- Can be configured very well and adapt to specific business requirements

**What do you dislike about Planhat?**

- Bulding reports and dashboards is sometimes a bit confusing and time-consuming
- In many areas, Planhat is a very technical tool and our end users sometimes complain its' complexity and not being the most user-friendly platform

**What problems is Planhat solving and how is that benefiting you?**

Understanding how our own product is used and noticing trends and patterns there. Managing our customer portfolio efficiently and noticing where to take an action.

  ### 38. Planhat is easy to use system in a complicated information in the CS dept,

**Rating:** 4.5/5.0 stars

**Reviewed by:** Mohammed K. | Mid-Market (51-1000 emp.)

**Reviewed Date:** January 17, 2024

**What do you like best about Planhat?**

Manage the customers and the pool of information that I can see and use.

**What do you dislike about Planhat?**

Filters are good but it's not easy to set a filter with specific data

**What problems is Planhat solving and how is that benefiting you?**

1. Manage our customers' Data: I can find the important data reflected in our internal systems that give me all that I need to work on the customers' accounts. 

2. Renewal Module: Great to know through the filters what the renewal period is to wear on it. 

3. Triggers: amazing automation that assists us in not doing double work and great reminders for the auto emails. 

4. Playbooks.

  ### 39. User friendly, gives great overview. Very great UX. Love the tech and quality of it.

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Human Resources | Small-Business (50 or fewer emp.)

**Reviewed Date:** September 20, 2022

**What do you like best about Planhat?**

It's a great tool company tool for us that are in a CSM role, it's user friendly, great design and overall trendy and up do date. It gives me an overview of my daily work.

**What do you dislike about Planhat?**

Sometimes when a bug occurs it would be great to have a FAQ nearby and not always having to go via admin from our part.

**What problems is Planhat solving and how is that benefiting you?**

Easy access to all my customers and the company's customer. It's a great upgrade from having used another tool in the market that is a bit less graphic. Gives us a overview of our customers who are on their onboarding journey, along with churning customers and on-going customers.

  ### 40. Excellent, very beautiful potential

**Rating:** 4.5/5.0 stars

**Reviewed by:** Sarah C. | Entrepreneur, Mid-Market (51-1000 emp.)

**Reviewed Date:** January 08, 2024

**What do you like best about Planhat?**

The possible scope. It is possible to manage all our activities through a single tool. We can customize the features according to our needs and delve into a fine granularity of analysis. I have been using it every day for 3 months, and I am quite a fan of it.

**What do you dislike about Planhat?**

Like any precise tool that allows for so many things, getting the hang of it can be challenging. Some improvements in user experience may be expected. The platform could become more intuitive.

**What problems is Planhat solving and how is that benefiting you?**

Main point: The organization of my tasks and the anticipation of upcoming tasks. More effective client follow-up.

  ### 41. Super valuable tool for everyone who works with B2B customer management

**Rating:** 4.0/5.0 stars

**Reviewed by:** Christoffer K. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 13, 2023

**What do you like best about Planhat?**

What I like most about Planhat is the width of the tool, which allows us to constantly develop as an organization, test new things and give our customers a better experience.

**What do you dislike about Planhat?**

I would like to see more opportunities to do smarter and easier outreach towards customers.

**What problems is Planhat solving and how is that benefiting you?**

Planhat helps us execute all our initiatives that we have in our Customer success organization. With the help of good data, we can work faster and more efficiently towards our customers.

  ### 42. Great Customer platform, not only for CS guys

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 15, 2023

**What do you like best about Planhat?**

Planhat stands out with its user-friendly platform and robust automation, streamlining task management for enhanced efficiency. The intuitive interface ensures a short learning curve, and the advanced filters and reporting features offer profound insights into customer data. I really like the speed of their releases of new features. 

Kudos to the Planhat Team: The support and guidance we get is truly awesome. Their commitment to refining the overall user experience is commendable. Only minus point, our contact people changed multiple times within the las year.

**What do you dislike about Planhat?**

They manage to roll out updates quite frequently, which is impressive. However, there were occasional hiccups afterward, although I've noticed great improvements in this aspect over the past few months.

While they do provide a great selection of native integrations, I found the setup process to be a bit more involved than I initially expected.

**What problems is Planhat solving and how is that benefiting you?**

Full customer overview in one platform. We use it from the onboarding phase to health monitoring to expansions.

  ### 43. Great tool, supported by great people

**Rating:** 5.0/5.0 stars

**Reviewed by:** Daniel J. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 07, 2023

**What do you like best about Planhat?**

- Easy to use for everyone
- Easy to integrate
- Lots of customization with regards to automating things
- One of the best custommer support experiences I have experienced, working with tools
- Keeping the promises
- Fast and easy implementation

**What do you dislike about Planhat?**

- Dashboarding requires some work, and WYSIWYG editor of Customer Intelligence is not the best

**What problems is Planhat solving and how is that benefiting you?**

We used to have tons of excel sheets with same information. Planhat helps us structure this, and create one source of truth for our CS team. 
At the same time it helps us create streamlined processes for our CSM's and Onboarding managers, so everyone knows what to do when, and make sure they do it the same way.

  ### 44. Great product and service.

**Rating:** 4.5/5.0 stars

**Reviewed by:** Catie W. | Mid-Market (51-1000 emp.)

**Reviewed Date:** March 01, 2024

**What do you like best about Planhat?**

Centralization of information and systems.

**What do you dislike about Planhat?**

The system houses a lot of information which can lead to slow load times.

**What problems is Planhat solving and how is that benefiting you?**

Planhat is helping support our Client Success team by providing a centralized location for tools, data, and resources. The goal is to maximize operational efficiencies, drive cross functional collaboration, product use, focused outcomes and increase retention & expansion efforts.

  ### 45. Customer Success Manager

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 12, 2023

**What do you like best about Planhat?**

- Tailored for Customer Success Managers.
- Easily customizable to fit our organization's needs.
- The assigned team (Customer Success Manager and Technical Account Manager) and the  is hands-on and feels like part of our team. Great customer service. 
- Intuitive and straightforward implementation, seamlessly integrated with other tools.
- Now a crucial part of our daily workflow.

**What do you dislike about Planhat?**

- Some differences compared to Gainsight, but overall, Planhat provides a better solution.
- Missing a few specific integrations that would enhance our experience.

**What problems is Planhat solving and how is that benefiting you?**

We needed a CRM tool specifically focused for Customer Success. We evaluated several options but the features, the flexibility and the quality of the support were crucial to choose Planhat.

  ### 46. The simplest yet one of the most powerful CS Platforms on the market

**Rating:** 4.0/5.0 stars

**Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 09, 2023

**What do you like best about Planhat?**

It is a very simple to use platform with some really strong functionalities to gather data, analyse and take actions on them! The support team is lightning fast and very helpful in solving any issues, which also goes for the technical account manager and the CSM too. Easy to integrate with older programs via API. The automations especially are a very handy item to streamline operational tasks and free up valuable CSM time. Loads of more untapped potential which we are still discovering!

**What do you dislike about Planhat?**

There are certain limitations to the tool just as any tool. Some current integrations have limited functionality which can be overcome with the use of webhooks but ideally would work more seamelessly. More bi-directional integrations would be great. Sometimes we have some specific request and support is unable to assist due to functionality limitations (which is not a deal breaker) but some flexibility would be great.

**What problems is Planhat solving and how is that benefiting you?**

Planhat helps us identify the right focus areas for our customers and which customers need some special attention throughout their lifecycle. That way we can focus our energy and resources in the right direction!

  ### 47. Migrating from Zendesk to Planhat - and using it for implementation organization.

**Rating:** 5.0/5.0 stars

**Reviewed by:** Florentine F. | Mid-Market (51-1000 emp.)

**Reviewed Date:** November 10, 2023

**What do you like best about Planhat?**

- Super customizable: we added a lot of our data from the warehouse so Planhat is now our source of truth. 
- Full visibility from sales, to onboarding, to support to heads people team.

**What do you dislike about Planhat?**

- No strong integration with GMail. > How to create a task/activity from a Gmail email (from Gmail).

**What problems is Planhat solving and how is that benefiting you?**

Giving full visibility to all the company. 
Centralize info from multiple software. 
Provide organization for clients and so the best customer experience.

  ### 48. Overall intuitive platform with great features and helpful staff

**Rating:** 4.0/5.0 stars

**Reviewed by:** Rebecca M. | Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 08, 2023

**What do you like best about Planhat?**

Very intuitive, easy to use platform. Lots of functionality and definitely a good central source of information.

**What do you dislike about Planhat?**

Often there are little bugs that have to be reported to Planhat, which takes up time that I could be spending doing my work. I often have to speak to Planhat support to report small issues that come up but the team is very responsive and  helpful.

**What problems is Planhat solving and how is that benefiting you?**

PH is working on several feature requests and bugs reported.

  ### 49. Intuitive software with great support & engagement from Planhat team

**Rating:** 5.0/5.0 stars

**Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 13, 2023

**What do you like best about Planhat?**

Simple and intuitive interface, easy to customise and create what you need, great support from the Planhat team as we scale and grow our business, quick out-of-the-box integrations, number of good features to use across different levels of the business

**What do you dislike about Planhat?**

chart creation and visualisations of the data are not the easiest to make, the team do help a lot with this though but not as easy to self-serve

**What problems is Planhat solving and how is that benefiting you?**

Having all customer information in one place, gives us a holistic view of our customer base and how they are doing, allowing us to focus the right people on the right problems, surfacing data internally, optimising and scaling the customer journey

  ### 50. Very useful tool with lots of options in one place

**Rating:** 4.5/5.0 stars

**Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.)

**Reviewed Date:** February 02, 2024

**What do you like best about Planhat?**

Having everything in one place and having great overview on customers, companies, conversations and statistics. Also customazation is very useful.

**What do you dislike about Planhat?**

Not really dislike, but there is some space to expand some functions, like the NPS tool and email services.

**What problems is Planhat solving and how is that benefiting you?**

Having all conversations with users on one place. The option to add tags and filters are great to find the right persons to talk to and to summarize interview data.


## 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&#39;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=9&section=pricing&secure%5Bexpires_at%5D=2026-07-24+20%3A12%3A28+-0500&secure%5Bsession_id%5D=0b94126a-5155-46ed-a7a6-3df484aab923&secure%5Btoken%5D=93378c85438af64a1e7e17aa60c7d17678f5d268cffcb23b96e421afa8bf38f3&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 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

**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

**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

**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

**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

**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

**Generative AI**
- AI Text Generation
- AI Text Summarization

**Generative AI**
- AI Text Generation

**Agentic AI - CRM**
- Autonomous Task Execution
- Multi-step Planning
- Cross-system Integration
- Adaptive Learning
- Natural Language Interaction
- Proactive Assistance
- Decision Making

## Top Planhat Alternatives
  - [Custify](https://www.g2.com/products/custify/reviews) - 4.7/5.0 (511 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 (1,591 reviews)