---
title: Planhat Reviews
meta_title: 'Planhat Reviews 2026: Details, Pricing, & Features | G2'
meta_description: Filter 940 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: 940
  scale: '5'
date_modified: '2026-07-08'
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:** 940
## 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 value the **ease of use** of Planhat, appreciating its intuitive interface and seamless integration for effective management. (172 reviews)
- Users praise Planhat's **excellent customer support** , highlighting responsive and knowledgeable assistance that enhances the overall experience. (122 reviews)
- Users value Planhat's **deep customization** , enabling tailored workflows and configurations that align with their specific business needs. (88 reviews)
- Users value the **automation capabilities** of Planhat, significantly reducing manual work and enhancing workflow efficiency. (83 reviews)
- Users appreciate the **efficiency** of Planhat, enjoying streamlined workflows and significant time savings through powerful automation capabilities. (82 reviews)
- Users value the **automation efficiency** of Planhat, enhancing workflow management and data-driven process tracking. (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 steep** due to complex setup and insufficient documentation for Planhat's extensive features. (92 reviews)
- Users find Planhat to have a **complexity** that makes data retrieval and navigation challenging for new users. (63 reviews)
- Users experience **integration issues** with customer product usage data, complicating the overall effectiveness of Planhat. (45 reviews)
- Users find the **steep learning curve** initially challenging, requiring time and effort to master the platform's features. (45 reviews)
- Users find the **reporting functionality limited** , wishing for better options like field summation and easier navigation. (42 reviews)
- Users note the **missing features** in Planhat, including lacking time tracking and limited customization options. (39 reviews)
- Limited Functionality (38 reviews)
- Not Intuitive (36 reviews)
- Limited Features (34 reviews)
- Difficult Learning (33 reviews)

## Planhat Reviews
  ### 1. Essential Tool for Customer Management

**Rating:** 4.0/5.0 stars

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

**Reviewed Date:** April 15, 2026

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

I use Planhat as our main platform for managing customers. It's crucial for me because I have a large book of business and can't manage them on my own without it. Planhat helps me keep track of my customers' health, recent communications, goals, health, and data usage. I like that it makes it easier to do my job and spot churn risks and upsells. We have set up triggers that notify us on specific usage, for example, if they drop below a certain amount of logins or are swapping seats.

**What do you dislike about Planhat?**

Our health score isn't ideal but I'm not sure if that's on Planhat's side or ours to review.

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

Planhat helps me manage a large customer base, track customer health, interactions, and data usage. It makes my job easier by spotting churn risks and upsell opportunities through usage triggers.

  ### 2. Clear CRM with flexibility, but sync challenges

**Rating:** 4.0/5.0 stars

**Reviewed by:** Romy S. | Senior Customer Success Manager Enterprise, Mid-Market (51-1000 emp.)

**Reviewed Date:** March 17, 2026

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

I find Planhat clear and appreciate the good reports that are helpful for our internal processes. The flexible fields are practical because we can store specific information for our business and display and compare them in reports, which is particularly useful since we have over 1,000 customers. I also like the better overviews and the AI integration compared to our previous tool.

**What do you dislike about Planhat?**

There are still problems with the syncs, and things need to be added manually, and fields are not synced uniformly.

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

Planhat helps me manage a lot of customer information, synchronizes with Salesforce, and provides clear reports. The flexible fields allow us to display and compare specific information for over 1,000 customers.

  ### 3. Autonomy and Scalability

**Rating:** 4.5/5.0 stars

**Reviewed by:** Emilie P. | Small-Business (50 or fewer emp.)

**Reviewed Date:** April 28, 2026

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

I am fully satisfied with the CSM support and onboarding. I like being autonomous and being able to do things in a scalable way with Planhat. I am able to adapt my workflows and automations based on customer-related behaviors, which allows me to be responsive directly in the implementation and modification of these automations and to be able to see and calculate the results.

**What do you dislike about Planhat?**

Performance and slowness issues, especially in the afternoon. It slows me down in my work and I admit it's a bit frustrating.

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

Planhat allows me to be proactive, anticipate problems, measure customer satisfaction, and manage my KPIs. I like to be autonomous and do things in a scalable way, by adapting my workflows and automations according to customer behavior.

  ### 4. Great platform for monitoring clients!

**Rating:** 4.5/5.0 stars

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

**Reviewed Date:** June 27, 2023

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

We have recently integrated our recording software with Planhat so meeting summaries automatically pull through which is ideal! 

**What do you dislike about Planhat?**

I find the data explorer quite hard to navigate as there are just lots of different options and I feel like it isn't massively intuitive - I struggle to know if I am filtering in the correct way as there seem to be a few different options, but this may just be me! 

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

It was hard to map out all of our accounts before using planhat, but now it is easy to see which stage a company is in, what their usage looks like and this helps us assess how best to support them.

  ### 5. My everyday ally

**Rating:** 5.0/5.0 stars

**Reviewed by:** Camille L. | Account Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 13, 2025

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

Since my first review, my use of Planhat has only grown. It has become a key part of how I organize my work, monitor customer activity, and stay proactive as a CSM. I now use it so regularly that I’m seen as the Planhat expert within our team. The platform is powerful, and the support team continues to be reliable, responsive, and easy to work with.

**What do you dislike about Planhat?**

One improvement I’d love to see is more ready-to-use, cloneable templates (health dashboards, QBR decks, success plan structures, workflows). The product already offers great guidance through learning resources, but having a library of best-practice templates I can duplicate in seconds would make rollout and scaling even faster.

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

We use this tool to structure our workflow and automate various actions, which helps us harmonize our processes. It also enables us to gain a deeper understanding of how our clients use our services and related aspects. Additionally, it supports us in conducting strategic analysis.

  ### 6. Intuitive UI and Powerful Automations That Save Time

**Rating:** 4.5/5.0 stars

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

**Reviewed Date:** July 01, 2026

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

I really like the UI (as compared to Salesforce, which is what we were using before). I really like the automations, and the ability to really customize those with the execute function functionality. The workflow functionality for our onboarding teams has been a really good time saving tool.

**What do you dislike about Planhat?**

I think that some of the integrations are more difficult to maintain than what I would expect (mainly Snowflake) and I wish there was better logging & alerts available on the integration level.

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

Disparate data and too many spreadsheets - is the main issue that Planhat helps solve for.

  ### 7. Intuitive UI, Easy Reporting, and Flexible Customization

**Rating:** 4.0/5.0 stars

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

**Reviewed Date:** June 24, 2026

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

Intuitive UI/UX, quick to get comfortable with the platform, especially as compared to a Salesforce. Easy reporting, and individual customization.

**What do you dislike about Planhat?**

Some of the locations of things are a bit bizarre? Like Workflow creation, email scheduling. I also wish note taking was a bit more intuitive. Our team really struggles with leveraging conversations - it makes searching harder.

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

Our health tracking and reporting has improved, renewal reporting has improved, and the AI automations are helping make us more efficient especially with call logging integration with Fireflies. Our support, Lisa, has been great with bringing new ideas to the table as well

  ### 8. Great Experience: Excellent Support, Easy to Use, and Highly Customizable

**Rating:** 5.0/5.0 stars

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

**Reviewed Date:** October 16, 2025

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

The continued partnership with our CSM, Lisa. Ease of use for the entire CS team and our Executives. Easy to personalize views and build dashboards.

**What do you dislike about Planhat?**

Would (still) love an Allego integration to pull in Call Notes from their notetaker. Some more attention added to the presentation editing - it seems to be a (albeit minor) point of friction for our team

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

Enabling our CSM team to streamline and unify our clients experiences with our company. As well as surfacing information, risk, opportunities etc to the leadership team. As well as CS accountability tracking

  ### 9. Fast, Reliable Customer Insights with Intuitive UI

**Rating:** 4.5/5.0 stars

**Reviewed by:** Modi M. | Product Specialist, Mid-Market (51-1000 emp.)

**Reviewed Date:** April 17, 2026

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

I appreciate Planhat's fast and reliable search functionality, which gives data instantly. This is especially useful since we frequently search for customer details when an issue is reported, allowing us to fetch customer backend details quickly. I also like that the UI is intuitive and engaging, and I've found no problem with it. Additionally, I've heard the initial setup of Planhat was simple and fast, which is great for getting started efficiently.

**What do you dislike about Planhat?**

Sometimes when we deep dive the UI seems cluttered, but it gets used to it when continuously navigating. Maybe organized sections would help make differentiating the app more intuitive.

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

I use Planhat to access complete customer details, which helps debug issues from an engineering perspective. The reliable, fast search functionality is essential for fetching customer backend details quickly when problems arise.

  ### 10. Planhat: A Seamless CS System of Record

**Rating:** 4.5/5.0 stars

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

**Reviewed Date:** April 14, 2026

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

What I appreciate most about Planhat is its ability to serve as a system of record for customer data. Coming from a RevOps perspective, I value how seamlessly it integrates with Salesforce and other GTM tools—allowing us to build two-way field mappings that keep our data synchronized without much manual intervention

**What do you dislike about Planhat?**

Most recently we had used one of the bigger CS Platforms and I'd say the UI isn't a 10/10. Not detrimental in any way, but sometimes you forget where you found that one setting you now need, or the naming mechanism they use.

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

Planhat consolidates fragmented customer data across Salesforce, Gong, support, and even some billing into one platform. This eliminates manual data entry, gives CSMs better visibility, and lets our RevOps team enforce process discipline through synching to our CRM

  ### 11. Brilliant, Responsive Support from the Planhat Team

**Rating:** 4.5/5.0 stars

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

**Reviewed Date:** June 23, 2026

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

The support I receive from the Planhat team is brilliant. They’re highly responsive and very knowledgeable, which makes a real difference.

**What do you dislike about Planhat?**

From an admin perspective, Planhat can feel complex to use in the backend, especially when it comes to building filtering logic and automations.

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

Planhat meets our need to have all of our data displayed in one place. It pulls in information from different systems, which saves the team time and makes it easy to find the data we need. It also lets us create sequences and automations for important customer lifecycle tasks.

  ### 12. Planhat, our indispensable tool for managing our client portfolio

**Rating:** 4.5/5.0 stars

**Reviewed by:** stephanie l. | Head of Customer Success Mid Market, Mid-Market (51-1000 emp.)

**Reviewed Date:** April 22, 2026

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

Planhat stands out for its ability to manage the real complexity of Customer Success in business. The platform efficiently centralizes scattered data into a single source to manage account health, risks, and opportunities, while providing clear and actionable visualizations and reports. Planhat has become for us a true execution tool for Customer Success, far beyond a simple CRM.

**What do you dislike about Planhat?**

Some UX and performance improvements that we regularly address to the support team or our dedicated CSM.

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

Planhat responds effectively to the challenges of customer health management, risk management, and large-scale renewals by centralizing data, workflows, and reporting within a single platform. The ultra-personalization allows us to meet our needs.

  ### 13. Planhat: Easy to Learn, Constantly Innovating with Impressive AI

**Rating:** 5.0/5.0 stars

**Reviewed by:** Hatem Y. | VP Customer Operations, Mid-Market (51-1000 emp.)

**Reviewed Date:** April 14, 2026

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

Planhat is a great product, and I’ve been using it for the past four years. As a VP of Customer Operations, I’ve found it very helpful and easy to learn, and it’s clear they’re always working on something new. The way they’ve adopted AI capabilities is truly amazing.

**What do you dislike about Planhat?**

I have been a power user since inception and there is nothing that I don’t like about it

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

Seamless integration with Hubspot, jira and others. Planhat AI helps me capture customer sentiment and act on it

  ### 14. Director of Customer Success

**Rating:** 5.0/5.0 stars

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

**Reviewed Date:** November 13, 2023

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

It's intuitive, easy to manage customer data, and work in a collaborative way as a team around customer success goals. The implementation was very smooth and it was a simple process to integrate with other technologies like Jira and Intercom. It's been transformative in terms of how we manage our customer success.

**What do you dislike about Planhat?**

When moving from the old UI to the new UI in the past year, sometimes it's not intuitive to find some of the functionality that I was familiar with in the Old UI.

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

Keeping our data organized, providing transparency to key stakeholders, managing our renewals process and onboarding experience for new customers. Helping gather information from customers via NPS scoring. Prioritizing customer opportunities.

  ### 15. A great tool for any Customer Success Team

**Rating:** 4.0/5.0 stars

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

**Reviewed Date:** May 19, 2023

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

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

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

**What do you dislike about Planhat?**

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

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

As a CS team, we utilise Planhat as our single source of truth to eliminate data silos and ensure total visibility across the customer lifecycle. By centralising key health metrics and engagement data, we transition from a reactive 'firefighting' mode to a proactive, data-driven strategy. This allows us to mitigate churn risks early and identify growth opportunities, ultimately driving higher retention and ensuring our customers achieve their desired outcomes at scale.

  ### 16. Two Thumbs Up for Planhat

**Rating:** 5.0/5.0 stars

**Reviewed by:** Colin B. | Sr. Business Development Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** April 14, 2026

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

What I like best about Planhat is how it brings everything into one place. It gives our team a clear, real-time view of customer health, activity, and revenue without having to bounce between systems.

**What do you dislike about Planhat?**

It's almost to customizable. Given that it's so feature rich, it's hard to keep focus before moving on to the next thing!

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

Planhat is solving our biggest challenge: fragmented data and reactive customer management.

  ### 17. Powerful Data Visualization & Automation, But Integration Can Be Tricky

**Rating:** 4.5/5.0 stars

**Reviewed by:** Ifeoma E. | Operational Supervisor , Health, Wellness and Fitness, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 27, 2025

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

Planhat supports advanced filtering, wide range if charts or widgets and also helps in visualization of data in a system 
The platform pulls  all primary data related functions like kanban boards, data tables, docs and others in a single directory or dashboard 
Tasks and workflows are fully recorded by the app, and strong automation established to facilitate custom connections and enhances email communication.
The platform contains smart features that are AI supported, and they include ML supported anomaly detection and powerful writing assistant
The program focuses on all activities that entails customer engagement, onboarding process, payments and others

**What do you dislike about Planhat?**

We encounter some integration complexities, more so with data platforms, which affects the accuracy of any insights or analysis 
Some inconsistencies and inaccuracies are experienced, more so when dealing with big datasets that needs processing

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

Planhat eliminated the struggle we had to learn and capture specific customer data and behaviors by ensuring that all datasets are captured correctly from multiple sources
The many clients onboarding are effectively handled by this app and all payments processes fully automated 
We capture the heath score of our performance, where we learn our defects and this allows us to change for better
In the operational context, we value the feedback and concerns of customers, ensuring that all operations are effectively aligned 
Planhat beings a solid and proactive customer communication, and this embodies marketing campaigns and ensures timely customer engagement

  ### 18. Powerful Customization, Interface to Improve

**Rating:** 4.0/5.0 stars

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

**Reviewed Date:** October 22, 2025

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

I like the fact that we can build customized dashboards, which allows us to have a visual and track the client portfolio with the different risks, opportunities, appointments, and client relationships. It's very useful to have quick access to all our clients' data and to be able to send automatic communications.

**What do you dislike about Planhat?**

I find that the new interface is not very intuitive and can be a bit difficult to understand compared to the old interface, which was much clearer visually. However, the new interface is better organized and can be arranged as one wishes, but I think it's a matter of getting used to it.

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

Planhat allows me to centralize customer data, track KPIs, and share information with my team. I appreciate the customized dashboards for quick visualization of the customer portfolio, which facilitates tracking risks, opportunities, and sending automatic communications.

  ### 19. Exceptional Support and Collaboration, Helping Us Scale

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jasmine L. | Manager of Customer Success Operations, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 21, 2025

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

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

**What do you dislike about Planhat?**

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

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

Strengthening customer engagement through a modern, self-serve portal
Increasing team efficiency with AI-driven insights and automation
Improving scalability by standardizing and streamlining CS workflows
Faster onboarding and adoption thanks to the refined, intuitive UI

  ### 20. Powerful and Intuitive Tool with Excellent Support

**Rating:** 4.0/5.0 stars

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

**Reviewed Date:** October 17, 2025

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

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

**What do you dislike about Planhat?**

It can take some time to get used to the UI, but this is something that comes with time and engagement. The new User Interface is something I look forward to and is far more intuitive.
There are some bugs / strange decisions made re. the design and setup (like not being able to use the browser back button to go back a page!) but feedback is always taken on board.

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

Planhat serves as a central hub for customer knowledge, providing valuable insights into how our customers interact with the platform and gauging their satisfaction. It brings together a vast array of data from our internal systems, sales platforms, and more, enabling the Customer Success team and other departments to truly understand our customers and what drives their engagement. This tool is excellent for automating time-consuming processes and offers a wide range of features, making it highly versatile.

  ### 21. Changed from a competitor and I wish I did it years ago.

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jesse W. | Director of Customer Success Operations, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 06, 2023

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

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

We are now two years in and the support and guidance we continue to receive is really best in class!!!

**What do you dislike about Planhat?**

Really do not have any downsides at this time.  Every aspect has been great.

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

Planhat has given us a way to fully collaborate.  Not just within our Customer Success team but to our executives, sales, customer support, and directly with our customers.  The licensing model allows everyone to contribute.

  ### 22. Helping us organize our data and streamline/automate our processes!

**Rating:** 4.5/5.0 stars

**Reviewed by:** Kiara E. | Senior Customer Success Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** September 12, 2022

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

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

**What do you dislike about Planhat?**

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

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

We'd also love better formatting options for emails (and it can be a bit glitchy/temperamental).

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

Centralization of data and automation of processes - meaning we are better equipped to be proactive vs. reactive, and have increased capacity per CSM to manage accounts. It is also helping us increase support throughout the adoption phase - prompting more outreach to new users, etc. based on filters and data. It helps us keep on top of renewals (they don't sneak up on us anymore).

  ### 23. Planhat: Simple to Start, Powerful as You Grow with Excellent Support

**Rating:** 5.0/5.0 stars

**Reviewed by:** Joel A. | Global Director Client Experience, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 14, 2025

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

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

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

Integrations
The integrations were a lot more straightforward than I expected. The Salesforce data was there from week 1,  and we were able to refine based on our needs. 
We also integrated Zendesk, Gong and Gmail and we are now working on integrating Pendo. 

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

Overall
Planhat gives you both simplicity and flexibility. You can start simple and add complexity as you grow. The people at Planhat make the real difference.

**What do you dislike about Planhat?**

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

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

Centralizing Customer Data and Workflows, Streamlining Customer Success Operations, Flexible Reporting and Visibility, Making Implementation Smooth

  ### 24. Everything in one place - the tool to centralise your data

**Rating:** 4.5/5.0 stars

**Reviewed by:** Antonia S. | Customer Success Analyst, Fund-Raising, Small-Business (50 or fewer emp.)

**Reviewed Date:** October 13, 2025

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

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

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

**What do you dislike about Planhat?**

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

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

Planhat has helped us bring everything together all our customer data, activities, and touch points are now in one place. It’s made it much easier to keep track of where each client is in their journey and make sure nothing slips through the cracks unlike our previous platform Attio. 
The automation and workflow features have taken a lot of manual work off our plate and helped us stay consistent across accounts and also managed how much time we spend on each client. It’s also given us much better visibility into customer health and engagement, which means we can be more proactive and work smarter as a team.

  ### 25. A Must Have For Every Customer Success Team

**Rating:** 5.0/5.0 stars

**Reviewed by:** Genevieve F. | Director, Marketing and Advertising, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 13, 2024

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

The customer support/sucess/account managment/technical account managment is the best, almost as good as Everflow's ;)  The team is always checking in, helping my CS team with new features and best of all, sharing their experienece as a CS person on best practices and industry insight.

The ability for each CS person to customize their reports and dashboard while also opening up the data to sales, marketing and the executive suite has been such a time saver.

**What do you dislike about Planhat?**

It's complicated when you first start, but with the great support and account managers it's a quicker learn then you think.

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

Combining our internal data bases with the automation of alerts and emails has saved so much time for my team. No longer do they have to work in multiple platforms. No longer does each touch point have to be considered per CS person which leads to in consistency in messaging.

  ### 26. Centralized Customer Data with Room for Integration Growth

**Rating:** 3.5/5.0 stars

**Reviewed by:** Maria L. | Mid-Market (51-1000 emp.)

**Reviewed Date:** April 14, 2026

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

I like that with Planhat, there's many things you can do with it and it's quite versatile. I also appreciate that everybody can have access to the same information, which means all of our different teams, like customer success, marketing, and product, can access the same source of truth.

**What do you dislike about Planhat?**

I think some of the integrations could be a little better, or a bit more native perhaps, like the BigQuery integration.

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

Planhat helps us keep all of our customer data in one place, so everyone, like customer success and marketing, can access the same source of truth.

  ### 27. Powerful tool with areas for improvement

**Rating:** 3.0/5.0 stars

**Reviewed by:** Isis B. | CUSTOMER SUCCESS OPERATIONS MANAGER, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 10, 2025

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

I would highlight the attention and commitment of the support team, and the patience and support of our current project leaders, Irma and Marco. I also value the flexibility in creating and customizing fields, as well as the ease of integrating data from Salesforce, which has allowed us to better centralize information.

**What do you dislike about Planhat?**

The lack of relationship between some data silos limits the global and related exploitation of information. Additionally, the text editor for sending communications is quite basic (sometimes what you see in terms of format is not the same as what is sent) and the integration with Zendesk is very limited and not very flexible. Management within the tool is complex, as is the creation of automations, and the sending of NPS is rigid, especially when cross-functional configurations are required. I trust that the new version will simplify processes and facilitate the creation of automations, calculations, and graphs.

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

Planhat is helping us centralize and manage our customer information, something especially valuable in a company with multiple business lines and without a previous Customer Success department. Thanks to the tool, we can have visibility over consumption, interactions, and project status, which allows us to make more informed decisions and follow up with our customers more efficiently. Additionally, the integration with Salesforce facilitates the data flow and saves us time in consolidating information.

  ### 28. Planhat won me back. Thanks to outstanding CX Team like Erich Gardner

**Rating:** 4.5/5.0 stars

**Reviewed by:** Eden P. | Strategic Customer Success Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 06, 2025

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

What sets Planhat apart for me is its flexibility, robust data modeling, and the exceptional support provided by Erich Gardner and Saqib Motlani. Their quick responses, deep technical knowledge, and openness have made a real impact. Thanks to their efforts, Planhat has become an essential tool that I rely on every day. Their skill in customizing automations, managing unique scenarios, and guiding us through intricate processes truly distinguishes the platform from other customer success solutions.

Planhat offers a unified view of our customers, sophisticated health scoring, workflow automation, and seamless real-time integrations. It has become a central component of our customer success strategy, and I can’t imagine running our operations without it.

**What do you dislike about Planhat?**

The extensive customization options can make onboarding feel overwhelming at first. There is definitely a learning curve, and our team is unable to access many views until administrators have set them up. Having a larger library of shared, best-practice templates would be a valuable improvement. While the tool’s power is impressive, its complexity can sometimes be a hurdle, as creating views, automations, and governance structures requires significant time and planning.

Having previously worked at Planhat, I had a mixed relationship with the platform. However, after using it at Jolt and now at SalesRabbit, my confidence in it has been fully renewed. The platform’s potential seems limitless, and the outstanding customer experience provided by Erich and Saqib truly distinguishes it.

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

Planhat brings together all our customer intelligence, such as usage data, health metrics, revenue insights, and engagement, into one unified platform, which has allowed us to take a more proactive approach to customer success. With Planhat, we've been able to streamline our renewal processes, monitor product adoption, and automate task management. This has led to greater visibility, improved decision-making, and stronger relationships with our customers. Our customer success team can now work more proactively, anticipate churn risks, and consistently deliver value at scale.

  ### 29. Huge Impact on Post-Sale Operations and Efficiency

**Rating:** 4.5/5.0 stars

**Reviewed by:** John P. | Senior Director of Customer Success, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 06, 2025

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

Planhat has played a significant role in establishing the foundation of our post-sales processes. The platform equips us with tools to operationalize the customer journey and track the effectiveness of our efforts, making it easier to quickly spot areas that need improvement or further investment. Our team benefits from streamlined access to customer information, presented in a clear and accessible way, which helps us intervene more efficiently and focus our attention where it has the greatest impact. Forecast accuracy has also improved, which is especially important for our leadership team. Furthermore, the flexibility of the new UI empowers us to design workflows and views tailored to our specific business needs, rather than being limited by a rigid structure.

**What do you dislike about Planhat?**

Like most CSPs, the platform requires a significant amount of manual work to set up, maintain, and ensure adoption across the team in order to realize its full value. This creates a heavier lift than we would ideally like. Additionally, support response times are extremely slow. As a smaller organization that moves quickly, it can be frustrating when conversations with support stretch across several days for issues that should ideally be resolved within hours.

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

The CSP is helping us solve several challenges around building and scaling our post-sales motion. It gives us the ability to operationalize the customer journey and measure the success of those operations, which helps us identify what’s working and where to adjust. By centralizing customer information in an easy-to-access way, it enables our team to intervene at the right moments and prioritize time effectively. It also improves forecast accuracy, which is a critical metric for leadership alignment and planning. Finally, the flexibility of the new UI allows us to create tailored processes and dashboards that reflect our unique needs, rather than being forced into a one-size-fits-all approach.

It has benefitted us by having a positive impact on our key KPI's and business metrics.

  ### 30. Great for Tracking and Engagement Management

**Rating:** 4.0/5.0 stars

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

**Reviewed Date:** April 16, 2026

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

I like how we can manage customer sentiments for each product the customer interacts with, as well as the activity types for documenting customer engagements.

**What do you dislike about Planhat?**

Dashboarding and visuals definitely need improvements. Additionally, would like to see more project management capabilities, so we wouldn't have to use a separate tool for that.

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

Planhat allows us to keep all customer information in one spot, eliminating the need for manual and outdated content management like Google docs. It's also been helpful to bring in integrations with other tools like Salesforce, Gong and Intercom.

  ### 31. Great for Managing Customer Lifecycles

**Rating:** 5.0/5.0 stars

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

**Reviewed Date:** December 09, 2025

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

Planhat provides a clean, intuitive interface that makes it easy to track customer health, manage accounts, and visualize renewal risks at a glance. I really appreciate how customizable the dashboards are. The platform centralizes customer data from multiple systems, which helps reduce manual work and gives us a more accurate view of customer activity. It makes easier for CS, Sales, and Marketing teams to stay aligned.

**What do you dislike about Planhat?**

While the platform is powerful, some areas still feel a bit complex for new users. Certain configurations require deeper setup knowledge, and reporting can be tricky if you’re not familiar with the data structure.

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

Planhat helps centralize all customer touchpoints, making it much easier to understand adoption, identify at-risk accounts, and stay proactive with renewals. It eliminates scattered spreadsheets and manual tracking by providing a unified customer view that’s accessible across teams. 

This has helped us strengthen customer engagement, improve visibility into health metrics, and streamline hand-offs across Customer Success, Marketing, and Product teams. Overall, it enables more data-driven decisions and smoother customer lifecycle management.

  ### 32. The Difference a True Partner Makes

**Rating:** 5.0/5.0 stars

**Reviewed by:** Japhet C. | Senior Director, Customer Success Automation, Enterprise (> 1000 emp.)

**Reviewed Date:** September 18, 2025

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

Two years ago, I chose Planhat for a single use case: churn forecasting. Today it powers much more - QBR and change-order automation, NPS integration, and AI-enabled customer data enrichment.  It’s no longer just a tool; it’s a backbone.

Which brings me to the point: none of that is possible without the help and dedication of my entire Planhat team. Their partnership unlocked levels of data visibility and automation I didn’t think were possible in our environment. Rob Culross, Erin Mueller, Kate Griffin, and especially Grace Tester have moved mountains when needed.  

Knowing how raw the data I was inheriting was, I knew that I needed a tool with immense flexibility.  After an exhaustive search, that flexible partner was Planhat.  This introduced a host of other issues because we weren't able to unlock the potential of Planhat's out-of-the-box power.  In the end though - because the Planhat team consistently delivered, regardless of how specific or complicated the ask - we've transformed our instance into the platform where our CSMs  work.  

The list of partners that overpromise is long. The list that accelerate outcomes beyond the initial use case are few & far between.

**What do you dislike about Planhat?**

Whatever I don't like, the Planhat team eventually either wins me over with their industry best practices, or their ability to build exactly what I'm looking for.  Their data structure, where all objects in Planhat feed data to a Primary Object - the Company - has forced me to rethink how I store, move & query data across objects.  Not bad - just different.

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

Initially Planhat was just for churn forecasting. After I was able to dial that in, learn my way around Planhat a little better, we've launched QBR workflows, change-order automation, NPS integration, and are scratching the surface of Planhat's newest AI initiatives.

  ### 33. Great tool to centralise, make decisions and take actions

**Rating:** 4.5/5.0 stars

**Reviewed by:** Farid T. | Chief Customer Officer, Small-Business (50 or fewer emp.)

**Reviewed Date:** October 10, 2025

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

I appreciate being able to predefine workflows and set up their triggers, which really helps to coordinate the team's efforts. I also value the option to import data from any source, making it possible to gather all our customer information in one centralized location.
Also, I want to highlight the great support of the team during the onboarding.

**What do you dislike about Planhat?**

It would be much more convenient if the interface design allowed for customization. Because we frequently enter a large amount of text in specific fields, it can sometimes be challenging to locate the information we are looking for.
Also, it would be convenient to be able to rename objects (ex: we use "Asset" in another way and we can't rename it)

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

- Harmonization of the process within the team
- Centralization of the customer data
- Identification of the contraction/churn signals

  ### 34. Strong Tool for Organizing Account Management and Planning

**Rating:** 4.0/5.0 stars

**Reviewed by:** Kevin B. | Vice President, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 16, 2025

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

The tool provided utility for our CS / post sales org and helped us get organized around account management and planning in a way that we have not before. Their support team and our CS Rep were highly responsive and accommodating to our needs. It also integrated neatly with our CRM.

**What do you dislike about Planhat?**

Admittedly I was not a frequent user (team was operated in the tool daily) and our use-case really pushed the limits of the tool (our business is non-traditional and highly complex) but even with that being said the tool has been helpful, adopted by the team and PH reps have developed features for our business model.

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

Customer Success Account Management and Tracking for ICs, Team Leaders and dash-boarding. I rely on the tool for data to create board slides, Executive Updates and manage daily operations

  ### 35. Powerful and useful insights and ease of use, but account manager responses can be very slow

**Rating:** 3.5/5.0 stars

**Reviewed by:** Daryl G. | Sr. Manager, Customer Support & Operations, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 20, 2025

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

Planhat has truly helped provide insight and visibility on customer accounts for our CSM team, as well as our leadership. The ability to tailor the experience is both very powerful and quite extensive, and the implementation was relatively smooth. The support team are mostly excellent, with only a couple of times where I've had to correct the agent's assumptions (and the fact they kept talking about a different integration than the one I was asking about).

**What do you dislike about Planhat?**

Responses from our account team at Planhat often take several days which can be frustrating, but I appreciate they are busy. As with any system, ensuring the team utilise it fully has been a challenge, but this is not necessarily reflective of the Planhat team.

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

Providing a single customer view for the CSM and leadership teams

  ### 36. Makes managing post-sales and renewals far more structured and automated

**Rating:** 5.0/5.0 stars

**Reviewed by:** Aditya C. | Head of Customer Success, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 10, 2025

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

Planhat has helped us bring all post-sales activities under one roof — from onboarding to renewals. The automation capabilities save hours of manual work, and the visibility it gives into customer health helps my team act proactively. It’s intuitive and flexible enough to adapt to our workflow across regions.

**What do you dislike about Planhat?**

Some reports and dashboards can take time to load or need custom setup to get right. The learning curve for advanced automation is also a bit steep at first. But once configured, it works very smoothly.

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

Planhat helps us centralize all post-sales activities — onboarding, renewals, and account health tracking — into one system. It’s allowed our CS team to move from reactive to proactive engagement, automate repetitive tasks, and tie customer success directly to revenue outcomes. Overall, it’s made our operations far more predictable and scalable.

  ### 37. Effortless Customer Management with Intuitive UI

**Rating:** 5.0/5.0 stars

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

**Reviewed Date:** March 10, 2026

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

I like that Planhat has a really easy UI, which makes it easier for me to onboard my customer success team. They're able to quickly get up to speed on all things in Planhat, and the onboarding process has been much shorter. The initial setup was really great and easy, helped by a really great CSM.

**What do you dislike about Planhat?**

I don't have any dislikes at this point

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

Planhat helps us manage customer health scores and relationship status, effectively handling our pipeline and customer success workflows. Its easy UI shortens onboarding time, helping my team get up to speed quickly.

  ### 38. Custom Views and Strong Reporting with Planhat

**Rating:** 4.5/5.0 stars

**Reviewed by:** Sara D. | Customer Success Manager, Small-Business (50 or fewer emp.)

**Reviewed Date:** November 20, 2025

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

I appreciate Planhat's ability to provide a clear overview of our customers, their health scores, and satisfaction. The fact that we can use handy playbooks for onboarding and offboarding with Planhat is very beneficial because it ensures consistent execution of processes within the team. Planhat's reporting functionality is also excellent and provides us with valuable insights. What I really love are the customized views per role. This makes it much easier for everyone in our company – whether it's the Customer Success Managers, people from finance, support, sales, or even our CEO – to find exactly the information that is relevant to their role, without feeling overwhelmed by excessive data. For my colleagues who use Planhat less extensively, this significantly lowers the barrier to getting started with the platform.

**What do you dislike about Planhat?**

They could still expand their standard integrations with other platforms to be completely ideal for me.

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

I use Planhat for an overview of customer satisfaction, handy onboarding/offboarding playbooks, and detailed reporting. The custom views lower the usage threshold, so everyone gets exactly the information they need without data overload.

  ### 39. Powerful Customization and Reporting, but Steep Learning Curve + Rewards with amazing tool

**Rating:** 5.0/5.0 stars

**Reviewed by:** Joaquin G. | Sr. Customer Success Operations Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 16, 2025

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

Deep customization: Multiple modules and configurables let you model your account, product and success workflows exactly how your business runs. Scales with complexity: Handles simple use cases well but also supports advanced multi-dimensional scoring, cross-object logic and enterprise needs. Strong for data-driven teams: If you invest in the setup, Planhat rewards you with powerful reporting and automation capabilities. The customer success team is also amazing... Actually, the entire team!!!

**What do you dislike about Planhat?**

Steep learning curve: The platform is expansive — initial setup, data model decisions and formula logic can be overwhelming for new users; however, once set up, documented, and the team trained- things run pretty smoothly.

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

Centralizing the information. As time goes on, we do audits to be able to understand what data points we need to add and remove.

  ### 40. Best Friend for Customer Success

**Rating:** 4.5/5.0 stars

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

**Reviewed Date:** October 13, 2025

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

I really appreciate being able to keep all my notes and tasks together in one place. I no longer have to search elsewhere for my information. The ability to sync everything with my calendar and email has been a real lifesaver. Whenever I need details about my clients, I can easily find them on Planhat. I use it every day.

**What do you dislike about Planhat?**

There are times when I wish I could track my clients' exact usage, but it seems that a detailed view isn't available yet. Unless I'm overlooking something, this may not actually be a Planhat issue.

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

This tool has been instrumental in giving me a clear overview of a large number of clients, while also helping me stay on top of my tasks and manage them efficiently and on time.

  ### 41. Very powerful CSP

**Rating:** 4.5/5.0 stars

**Reviewed by:** David R. | Head of Customer Success, Mid-Market (51-1000 emp.)

**Reviewed Date:** August 26, 2025

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

The power of automation and custom views

**What do you dislike about Planhat?**

Can take a while to get automations ready

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

Planhat is doing a lot for our business, as our primary CSP. It integrates with Hubspot, Gong and our own software to provide meeting recordings (and automated task creation from meetings), product usage stats, revenue information and we use all of this data to manage our clients health and ongoing objectives, whether that's onboarding, adoptions or renewal. 

There are initial 'building blocks' through the different data structures available and Planhat is very powerful, letting you build a lot of automations and views into the software. This is both a gift and a curse, the opportunities are seemingly endless so it's important to know what you WANT from the software before you start building out automations to keep your onboarding goals clear and effective. 

We even use this to provide data to the board on how we're performing against crucial company objectives.

We would feel 'blind' without Planhat now, it's really brought us closer to our clients and as a result, we expect this to start improving our overall client health and reducing churn rates.

  ### 42. Efficient, easy to use, beautiful for users, with smooth and relevant administration.

**Rating:** 5.0/5.0 stars

**Reviewed by:** Romain S.

**Reviewed Date:** November 07, 2025

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

I love Planhat for its ease of use and administration, which makes it very pleasant for users and administrators. The visual dashboards are a major asset, and their rendering is quite impressive. When properly configured, Planhat allows immediate access to the sought-after information effortlessly. I also appreciate how Planhat facilitates the tracking of licenses, consumed storage space, and deployed ITIL processes, thus offering consolidated and immediate visibility on the average performance of each instance. Planhat is a great help in uniting teams around customer activity with a unique tool that gathers all available and usable information. We were also able to optimize the presentation of information to encourage team adoption and facilitate access to key information on our pages dedicated to our SaaS products. Moreover, the initial setup of Planhat went smoothly, partly thanks to the availability and commitment of the Planhat teams, particularly on the CSM, TAM, and support sides.

**What do you dislike about Planhat?**

The data model of Planhat is centered on companies, which requires regularly building automations to transfer properties from the Companies object to other objects for management or automation purposes. This could be simplified with formula fields allowing these informations to be synchronized without creating all these automations.

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

I use Planhat to centralize customer information, facilitating team tracking and engagement around customer activities. It provides immediate access to critical data and simplifies administration, optimizing our visibility and support processes.

  ### 43. Comprehensive Features and Great Support

**Rating:** 4.0/5.0 stars

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

**Reviewed Date:** November 06, 2025

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

What I like best about Planhat is its wide range of capabilities. It allows us to maintain a clean and detailed account base using both predefined and custom fields, which in turn enables the creation of powerful, data-driven reports.  We can log and manage customers, track ongoing conversations, monitor renewals or development opportunities, and stay aligned on onboarding, success, and development workflows. We can also launch sequences for mass communication, and manage processes efficiently from a single platform. The recent integration with our meeting notetaker has also been extremely valuable, automatically capturing AI-generated notes and logging them under the appropriate account. Additionally, Planhat’s customer service is excellent—responsive, supportive, and quick to help with any questions or issues.

**What do you dislike about Planhat?**

What I dislike about Planhat mainly relates to its breadth of features. Because the platform offers so many powerful options, the UI and UX can sometimes make it challenging to quickly locate specific items. Navigation isn’t always as intuitive as it could be, though this is largely a result of the platform’s extensive functionality. That said, the customer success team is always responsive and supportive whenever we need assistance figuring out where to find or how to set up something.

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

I primarily use Planhat for logging new customers and staying up to date with their onboarding plans through workflows. Beyond that, it is extremely useful for tracking ongoing conversations, managing success plans and development requests—even allowing external users visibility into their customer success processes, handling renewals, and generating powerful reports. It streamlines administration, centralizes customer account management, and offers a high degree of customizability, including the ability to add new workflows or fields for tracking.

  ### 44. Amazing solution, longer than expected implementation time

**Rating:** 4.0/5.0 stars

**Reviewed by:** Tyler  N. | Team lead, Customer Success, Mid-Market (51-1000 emp.)

**Reviewed Date:** August 21, 2025

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

The visibility that Planhat offers into your customer base is amazing. It allows for a lot of conditional based automations and push notifications to to tools like slack. Their offering is fairly straight forward and their training material is good. The Customer success and technical teams that we have dealt with have been great as well over the past year. I use the tool every day and overall it's been very valuable for us as an organization.

**What do you dislike about Planhat?**

The most painful part about Planhat has been the implementation process. It's much slower than expected and overall I feel as though we are only using 50% of what the tool has to offer. If you are looking to bring on Planhat as a solution, I would recommend having at least 1-2 people dedicated to using it and learning it very well before you launch it to your team.

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

More visibility into our customer base, identifying risk early on, and talking work off of our CSM's plate via automations.

  ### 45. Highly Customizable, Yet Complex to Master

**Rating:** 3.5/5.0 stars

**Reviewed by:** Aoife G.

**Reviewed Date:** November 04, 2025

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

I truly appreciate the extensive customization options available in Planhat. This flexibility allows me to tailor the platform to fit the unique needs of my client portfolio, enhancing my ability to gain actionable insights. The ability to set up triggers and notifications is exceptionally beneficial, as it helps me manage a large number of clients by automating tasks like checking in on customer usage trends, facilitating proactive engagement opportunities, and identifying potential upgrades or expansions. These features significantly reduce manual work and streamline my workflow, allowing me to focus on strategic activities despite my limited time availability. Additionally, the platform has proven to be a powerful source of truth for managing contractual information and customer insights, making it indispensable for keeping track of what's happening in my vast client base.

**What do you dislike about Planhat?**

I initially found Planhat a bit tricky to understand and figure out exactly what is needed, due to the large amount of data and insights it offers. It requires some time to get used to; the initial setup process was also quite time-consuming, primarily because of the various integrations and simply understanding the tool, however as with any new tool it's easier now. To simplify the process, it would be helpful to have pre-made templates or preselected examples of the types of data I could explore or use as triggers.

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

I use Planhat to manage my large client portfolio, visualizing customer data and setting up triggers and notifications, reducing manual work and focusing on key opportunities.

  ### 46. After 6 months of working with Planhat, I´m sold: I couldn´t do my job well without it

**Rating:** 5.0/5.0 stars

**Reviewed by:** Marc V. | Senior CSM, Mid-Market (51-1000 emp.)

**Reviewed Date:** August 27, 2024

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

I enjoy working with the workflows in Planhat, to have a structured approach consitent for the CSM team. I use the comment fields a lot to communicate with my manager and coworkers. I like the details and insights it offers in my (way too large) portfolio. I like that it´s integrated with Slack. I use it everyday, all day, multiple times per day

**What do you dislike about Planhat?**

It took some time to learn working with PH, for a while it was information overload. At this point I´m still seeing how to use the Customer Intelligence module.

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

Having a workflow in PH, means that I can own any upsell/cross-sell without too much help from others. I can easily see what to do and what´s my progress.

  ### 47. Highly Capable CRM with Learning Curve

**Rating:** 4.0/5.0 stars

**Reviewed by:** jenn w. | Small-Business (50 or fewer emp.)

**Reviewed Date:** November 03, 2025

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

I really appreciate how Planhat consolidates all of our customer data in one place, making it a substantial improvement over our previous method of using spreadsheets and Google Docs where everyone used their own approach. This integration allows for scalable processes across the whole team, ensuring we're taking the right steps for renewal motions and account mapping. I find system reports particularly useful as they allow us to create dashboards not just for reporting, but also for establishing action items needed by the team. These reports, along with workflows, help keep everything organized for the Customer Success Managers (CSMs). Additionally, the AI chatbot with Finn has been a lifesaver when I'm unsure about how to perform certain tasks or when I'm confused about elements in Planhat. The range of capabilities that Planhat offers as a CRM tool is impressive, and once our data is accurate and the team is fully on board, the system makes retention processes scalable and trackable. I value the integrations with other tools such as Pendo, Slack, Gong, and HubSpot, which enhance Planhat’s utility in our operations.

**What do you dislike about Planhat?**

I find some actions within Planhat aren't extremely intuitive and require a lot of training. It's not always easy to figure things out through self-discovery, which can be frustrating. I sometimes need to rely on the AI chatbot with Finn to understand how to use certain features or perform specific actions. It has also created some challenges with adoption on the CS team, as they'd sometimes rather default back to their own individual manual processes than take the time to figure out how to work in Planhat.

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

I use Planhat to consolidate all customer data, replacing spreadsheets and Google Docs, enhancing data tracking. It helps create scalable processes for renewal motions and account mapping, making team workflows more organized and efficient.

  ### 48. User-Friendly and Intuitive, but UX and Filter Saving Need Improvement

**Rating:** 4.0/5.0 stars

**Reviewed by:** Alex J. | Implementation Manager, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 17, 2025

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

Compared to other similar systems I have used before, PlanHat stands out as the most user-friendly and intuitive. The ability to connect specific workflows to individual projects has been extremely helpful for me, especially during onboarding, as it allows me to stay organized and easily monitor progress for each project.

**What do you dislike about Planhat?**

While the interface is intuitive, I find the user experience somewhat "wonky." In particular, it often struggles to save certain filters for the long term, which can be rather frustrating.

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

PlanHat has been helping us solve the problems of managing up to 30 projects simultaneously, while staying organized and efficient. Without a software like Planhat, the process was extremely manual and tough to keep organized with so many projects.

  ### 49. Easy to Use and Great Email Sync

**Rating:** 4.5/5.0 stars

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

**Reviewed Date:** October 16, 2025

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

I really like how it syncs with my emails so that I don't have to think about manually doing this.
I also like how I can keep track of all activity and see key points of information such as contract dates, values, end users etc.
I missed the initial training on using Planhat yet its really easy to pick up.

**What do you dislike about Planhat?**

Sometimes can be a little slow to load or save notes on tasks

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

It's really helpful in having all my customer information in one place. 
Not only can Planhat track my activity and last touch points with customers, it also helps me prioritize my follow up; being able to see those account with no tasks, highest values etc.

  ### 50. Outstanding Support and Transformative Analytics with Planhat

**Rating:** 5.0/5.0 stars

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

**Reviewed Date:** October 27, 2025

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

We’ve had an amazing experience with Planhat. Our CSM has been absolutely outstanding, proactive, knowledgeable, and genuinely invested in our success. Lisa takes the time to understand our business goals and always go above and beyond to help us get the most value from the platform.

The platform itself has been transformative in helping us understand how our customers use our system. The usage analytics and health insights have given us a much clearer view of engagement and adoption, enabling our team to be far more data-driven in our customer success strategies.

**What do you dislike about Planhat?**

The new UI feels a bit less intuitive than the previous version. Some workflows that used to be quick and straightforward now take a bit more effort to navigate, and it can feel a little confusing without clear guidance. That said, the platform’s overall functionality and data insights still make it an incredibly valuable tool, and I’m confident the Planhat team will continue refining the experience over time.

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

Planhat helps us better understand and drive customer engagement with our platform. Before using it, it was difficult to get a complete picture of how our customers were interacting with our product, which features they used most, where they dropped off, and how usage correlated with renewals or churn risk.

With Planhat, we now have clear visibility into customer behavior and product adoption trends, allowing us to be much more proactive. We can identify customers who might need additional support or onboarding, and at the same time, spot growth opportunities with highly engaged accounts.


## 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=2&qs=pros-and-cons&section=pricing&secure%5Bexpires_at%5D=2026-07-09+22%3A54%3A42+-0500&secure%5Bsession_id%5D=e49f025d-dd16-451a-861f-b9c823404b3d&secure%5Btoken%5D=44eaeee77f6c59c63d46cd4ee65ae2e1e34298f9796ecb3348e9eb30cb4ed27c&format=llm_user)
## Planhat Integrations
  - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews)
  - [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)
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  - [Claude](https://www.g2.com/products/claude-2025-12-11/reviews)
  - [Digibee](https://www.g2.com/products/digibee/reviews)
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  - [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)
  - [Gong](https://www.g2.com/products/gong/reviews)
  - [Google Cloud BigQuery](https://www.g2.com/products/google-cloud-bigquery/reviews)
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  - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews)
  - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews)
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  - [Microsoft SQL Server](https://www.g2.com/products/microsoft-sql-server/reviews)
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  - [Salesforce Agentforce](https://www.g2.com/products/salesforce-agentforce/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)
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  - [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

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