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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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

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

I like that the UI of Planhat is very current and forward-thinking, especially in how they approach automations and AI integrations. I also really like the support experience and the support we get from our Customer Success Manager, it's very helpful. Review collected by and hosted on G2.com.

I feel that the launch of new features could be smoother and I would like more heads up on the roadmap and new features. Review collected by and hosted on G2.com.

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

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

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

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

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

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

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

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

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

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

Easy to Use, But Powerful When You Need It

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

Great Implementation Experience

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

Integrations

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

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

Customer Success and Support

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

Overall

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

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

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

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

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

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. Review collected by and hosted on G2.com.

It's complicated when you first start, but with the great support and account managers it's a quicker learn then you think. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I think some of the integrations could be a little better, or a bit more native perhaps, like the BigQuery integration. Review collected by and hosted on G2.com.