Overview
Product Information on Planhat Customer Success Platform
What is Planhat Customer Success Platform?
Planhat Customer Success Platform Pricing
Overall experience with Planhat Customer Success Platform
“Planhat: A reliable partner for evolving Customer Success needs”
“Good customer experience tool”
About Company
Company Description
Planhat is a comprehensive platform that addresses the business concern of managing customer relations and analyzing data to enhance customer success and expand customer lifetime value. The firm, founded in Stockholm, Sweden in 2015, serves technology companies around the world with a focus on streamlining their business by prioritizing customer-centricity. Planhat has a strong international presence with a large team spread across Europe, North America, South America, and the Asia Pacific.
Company Details
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A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Planhat Customer Success Platform
Reviewer Insights for: Planhat Customer Success Platform
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Performance of Planhat Customer Success Platform Across Market Features
Planhat Customer Success Platform Likes & Dislikes
- Relation with our Planhat team: our CSM, TAM and everyone in support are highly engaged, responsive and collaborative, making it easier to maximize value and address challenges quickly. - Scalability for our global Customer Success practice: Platform effectively supports our global customer success practice, handling complexity across regions and teams without compromising performance. - Flexibility and Customization: Planhat can be easily adapted to fit our specific processes and data structure, allowing it to evolve alongside our organization's need.
The UI/UX of the system is great. Love their implementation of their chatbot for support has it helps solve most minor problems. Really nice support team.
Good UX/UI helps with user adoption, powerful workflow tools, breadth of functionality and a great success team.
There is not anything we strongly dislike. Because the platform is highly flexible and customization, it gives us a lot of freedom- which can also introduce a risk of implementing suboptimal processes or configurations if not managed carefully. That said, our CSM and TAM has been very supportive in guiding us with the best practices which helps mitigate this risk.
Really find their system of setting up metrics difficult to say the least. Wherein you have to learn how to set up their metrics by reading really long-form articles just to understand their system. It's like learning how to program and so it's really not that user friendly. They could have done a better job in simplifying the user experience or making it easier to understand how to setup these metrics. It takes 2-3 hours for a metric to get built and if your formula for the metric is incorrect you have to wait that long to understand what went wrong, which is really frustrating.
The ingestion rules for converting opportunities from Salesforce into licenses in Planhat assumes very clean data and doesn't handle bad data well. This is a significant frustration. The basic functionality used by most customers is great - we are pushing the platform beyond it's core B2B model to also tackle B2B2C (eg transactional revenues) and with more complex integrations. The data model is a bit limited and the commercial model (additional fees per 'object') pushes us to make suboptimal decisions, integrations/custom applications are not as powerful as they first appear.
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Planhat Customer Success Platform Reviews and Ratings
- Director Of Operations1B-10B USDFinance (non-banking)Review Source
Planhat: A reliable partner for evolving Customer Success needs
We have been using Planhat since 2018, and it has consistently supported our global Customer Success practice very well. The platform is flexible and adapts easily to our specific requirements, processes and data structure, which has been essential as we have scaled. One of the standout aspect of our experience has been the team behind the product. The people we work with are highly supportive, responsive and genuinely invested in helping us succeed. Overall Planhat has proven to be a reliable and true partner. - VP, Operations50M-1B USDSoftwareReview Source
Excellent platform backed by a great success team - some challenges dealing with bad data or transactional business models
We selected Planhat after a comprehensive review and trial of multiple platforms. Planhat was a standout in both the UX/UI of the platform and the breadth of functionality. - VP, Customer Service and Support50M-1B USDTelecommunicationReview Source
Planhat Adapts to Evolving Business Needs
I have never had a better partner to drive my business than Planhat - the product is continuously evolving and the team there is indispensable. - VP, SalesGov't/PS/EdEducationReview Source
Centralized Customer Data Improves Team Collaboration But Guidance Could Be Enhanced
My team implemented Planhat a little over a year ago and it has been a good tool for centralizing customer data and giving our team a single place to track customer information and team engagement. As a new customer, and a lean CS Ops function we would benefit from more proactive guidance and best practices from the PH team on how to fully leverage its capabilities. - VP, Customer Service and Support<50M USDFinance (non-banking)Review Source
An excellent tool, with a few growing pains to service a growing client base.
Excellent product with an excellent UI. Have been impressed by the quality of Customer Success Manager and Implementation Manager, albeit I get the sense they are stretched across a large number of clients. Modular approach to the software through models is appealing, but at times we haven't realised a model wasn't included in the contract. These are relatively minor in the overall quality of the product which is significantly better than the tool it replaced.