G2

Dale J.

New Initiatives

Enterprise (> 1000 emp.)

8/25/2020

"Client Experience and Rev Ops"

4.5/5

What do you like best about Planhat?

Easy to use tool and very intuitive. Provides a comprehensive view of an entire portfolio but easy to drill in for account level data.

The tool provides a solid analytics pack, customized user set-up so you can build for your CS methodology (helps with adoption from the CS org), proactive alerts when things like usage, health, NPS drop below a specific threshold and the ability to communicate across the team within the platform has made it fit well within our workload.

My team spends a lot of time in the analytics and playbooks tab, which has allowed us to understand and align the CS org around best practices and things that are working in driving a great customer experience. Review collected by and hosted on G2.com.

What do you dislike about Planhat?

The tool has a lot of power, which comes with layers of complexity. We've found that our account managers and CS leaders can get lost in the tool or get overwhelmed with how much data they can access. It's required focus from the CX team (who owns the Planhat subscription) to drive users to the right places to quickly extract value. Review collected by and hosted on G2.com.

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

We use Planhat as the source of truth when it comes to customer experience, lifecycle management and churn analysis.

We've found that as we've scaled, too many teams have built silod best practices and are spending time running different versions of the same analysis to understand how to drive adoption and customer success to increase net retention. This has helped us align around the proper things to focus on and push forward best practices to the broader CS org. Review collected by and hosted on G2.com.