I use Planhat to deploy Customer Success, Professional Services, and Support processes, as well as a set of automations essential to delivering the expected level of quality. I like how it creates strong internal, customer-oriented synergy and visibility by bringing together information that everyone can access. Planhat helps me break down silos, automate tasks using automations and AI, and support customers along the way. Its ease of implementation and its UI/UX are also major advantages. It is very easy to define automations, manage the data model to suit our needs, create operational dashboards or dashboards for committees, and present relevant information in many different contexts. The AI component has, of course, also developed significantly in recent times. We use both standard product features and customizations that interact with platforms such as OpenAI Platform, for example to automatically create summaries of customer accounts, interactively calculate a Customer Experience Score, produce consolidated Voice of Customer reports, and automate the preparation and write-ups of EBRs, among other things. All of this comes in an extremely accessible, well-designed, and visually appealing interface. Planhat is certainly the best tool I have worked with, compared with ERP systems such as JD Edwards, M3 Infor, SAP, Cegid, Manhattan, and others.

clean interface, intuitive easy to navigate, drag and drop

Onboarding and Support at Planhat is out of this world. Their professional services team is phenomenal and the best in the business. They are trained in change management which for us, was something we desperately needed. Our project manager walked us through the process, helped us create a project plan, identify critical milestones, and provided us with the necessary tools and resources to successfully implement Planhat. We felt supported all the way through and even implemented some of the practices we learned in our own team. Our TAM was equally amazing in helping us understand what to do or what we would need from a technical perspective, brainstormed with us solutions for some challenging problems, and provided guidance or feedback if our solutions could potentially cause issues long term. The support team is fantastic and reliable. They respond promptly, are quick to resolve your issue if they can and have the resources to do and will escalate it to the proper channels if needed. They also make sure to keep you updated so you're not left in the dark on your issue. The UI/UX is very clean and slick. Although we have a lot of data in the platform, users are not immediately overwhelmed by all of it. The ability to customize views for users has had a huge impact on how our teams operate. We've been able to create technical views that cater more towards our TAM team and how they operate which has allowed us to surface risk related to the product (license issues, tenant issues, etc.). This has allowed us to surface risk sooner and improved collaboration across our product and engineering teams. This has also resulted in broader interest in Planhat across the business, more teams are not only wanting access to the tool, but they're also wanting to know how they can incorporate it into their tools and processes. Flexible automations have also drastically improved our day-to-day operating rhythm. The ability to use branches, include AI or a function has allowed us to implement complex automations for data issues we struggled to address. An example is account level product segmentation. This used to be a manual effort by our CS Ops team which resulted in missed or outdated data. We also weren't able to account for various nuances. With automations (and the help of the product catalog), we were able to implement a solution that not only updated the account level product segment, but also created a text list of current products without including child-level products, tagged our accounts with specific values, updated key data on the asset level, and captured duplicate external Ids (to avoid erroring out). We also leveraged automations and AI to generate a slide deck for our escalation process. This resulted in about an 87% reduction in time spent on manual/admin work for our CSMs and created consistency in the process that we didn't have before. Planhat has a robust catalog of platforms they integrate with which has been a huge win for us. And they're consistently expanding it! For the most part, integrations are very easy to set up and manage. Any challenges typically come from internal processes or blockers. They also provide great documentation on each integration, how to set them up, the requirements needed, and how to troubleshoot if you run into issues. We've connected to Salesforce, Pendo, Hubspot, BigQuery, Jira, Gong, and Outlook. For us, BigQuery is unique because we used an API connection instead of the out-of-the-box integration. However, it was very easy for our business partner to set it up with the documentation. Gong is currently set up via an API and is primarily done by your TAM. This is another that is also pretty easy to setup on both sides. Once it's activated, there is quite a bit you can do with it which I was surprised by. We have been able to sync over the AI generated meeting summary, metrics, and transcript all of which the team has found a lot of value in. I've noticed an improvement in the overall performance of Planhat. Our number of accounts has grown, so the load on the system is significantly higher, especially with the number of automations and AI we're running. Planhat handles it well! We have not experienced errors, page freezes, or crashes. On initial login, there is a little bit of a delay, but it's not enough to negatively impact users or their ability to use the tool. Another thing worth mentioning is their dashboards and presentation templates. Our team tends to like to put a lot of tables and charts in their dashboards and presentations. I would anticipate this causing some performance issues, but that has not been the case. Despite our dashboards/presentations having a lot of data and content, they perform very well. Users are able to scroll through without having to wait for data to load. They can also click on charts and widgets and have the corresponding report popup without issue. For presentations, there is sometimes that initial lag when you first open it, but again, it's nothing that negatively impacts users or the ability to use the tool. All in all, we are definitely getting our money's worth with Planhat. The tool is powerful and there is so much more left to do with it.