695 Planhat Reviews
I like that we have multiple Go-To-Market teams plugged into the solution and everyone is invested in the success of our customers. The fact that we can automate repetitive tasks, such as sending out regular check-ins, onboarding emails, or renewal reminders, frees up our customer success teams for more hands-on touches to our strategic accounts. Review collected by and hosted on G2.com.
Sometimes Planhat can be a bit daunting. Since it is such a robust solution there is so much you can do with the tool that you sometimes get a little overwhelmed and might not know where to start. Review collected by and hosted on G2.com.
Our team was excited about getting Planhat and started adopting it for efficiency gains in logging meeting notes, managing tasks, and sending emails right away. The initial training took just a few hours and the team was off and running. There is of course a learning curve, but we have been very pleased with the level of engagement, feedback, and adoption we have seen from the team and they proactively share tips and tricks with each other as they discover them and put them into practice each week.
We are nearly six months out from our initial go-live and have a long list of efficiency gains in day-to-day tasks; improved tools, views, reporting, and processes to manage our books of business; and a Customer 360 View that we did not have before. We are looking forward to exploring additional functionality around Success Planning, Customer Portals, and automated triggers for expansion and risk alerts over the next few quarters.
It's not unusual to hear the question, "Can we do that in Planhat?" in almost every leadership or planning meeting, and often the answer is, "yes, we can!" Review collected by and hosted on G2.com.
Many of our customers have multiple subscription agreements with different term dates, lengths, spend, and products. Planhat doesn't seem to manage this well, resulting in erroneous data around ARR, renewal dates, customer stage, and health. The GCalendar integration has also proven to be a bit challenging, with some updates overriding the activities in Planhat and others not, so we have had to rethink how we prep for meetings to ensure that the information isn't lost in the next update.
We often have to choose between filtering data at the account level or at the opportunity level, but cannot do both, and we need to be able to do both in the same filter view. We have also hit several snags trying to bring data in from SFDC because of limitations in what we can bring over and how it would show up in Planhat. Our CSM and TAM have been great about helping us to troubleshoot, but some things we just haven't been able to solve for. Review collected by and hosted on G2.com.
Planhat is an excellent tool for team management, customer management and overall customer success processes. What I especially like is how I can integrate so many different tools in one place to get an holistic overview of our customer base and its well-being. Me and my team uses Planhat on a daily base.
I've worked with Planhat for almost 10 years and have appreciated the collaboration throughout this time as well as recommended it to new customers to Planhat. Review collected by and hosted on G2.com.
Smaller issues that can cause a lot of frustration such as:
1. Integrations break - often detected way too late
2. Overwhelming at times - I feel sometimes that Planhat should "settle" with CS processes and not go too broad in their offering. Too many nice-to-have while some need-to-have would require more attention from product development. Review collected by and hosted on G2.com.
The people! The team at Planhat are helpful at every stage, often going much further than expected to help out with issues, some of which are on our end.
Support, when needed, have been very helpful. They give great suggestions and help with our issues in a timely manner.
The product for CSMs is really impressive, freeing up their time to care for our customers in the best manner they see fit.
The development and roadmap is really exciting and I can't wait to see the improvements Planhat have on offer.
The ability to onboard our cross-functional team is also very exciting. Planhat will add great value to our services and TAM teams.
The tool integrates really well with all the big warehouses and systems, including Snowflake, Salesforce, and AWS. Review collected by and hosted on G2.com.
The initial load on admins is heavy. Alongside a steep learning curve, particularly on admins, this hindered implementation in the early stages.
In the beginning we struggled to sync our large Snowflake database. This was due to data hygiene issues on our end and some technical details that Planhat hadn't quite worked out. The team swiftly fixed their issues and provided guidance to improve our data.
Debugging of issues is much more difficult than it needs to be. Providing error logs would make the admin job much more straightforward.
Formula fields and automations remain a tad buggy and are limited on a few counts. The chaining of formula fields results in delayed data syncs. Basic 'OR' logic in filters isn't supported.
There is no native Unsubscribe option in Planhat's emails. This has resulted in us creating our own option, which has some flaws and may result in some missed users. Review collected by and hosted on G2.com.
All the essential features a Client Success Manager needs are conveniently located in one place! I appreciate how user-friendly, customizable, and versatile it is for filtering and finding exactly what you need. Our biggest challenge was maintaining transparency about clients across the organization, and PlanHat resolved this seamlessly. Not only that, but it has become an indispensable tool used daily by our entire team. The implementation was quick, and we can always rely on our CSM for prompt support, whether through a call or a quick email response. We wouldn’t be where we are today without her commitment, and PlanHat has only amplified our success. Review collected by and hosted on G2.com.
The platform may come with a slight learning curve due to its extensive capabilities. However, once you get the hang of it, navigating and using its features becomes seamless. Review collected by and hosted on G2.com.
Email module:
- Being able to send emails directly from Planhat
- Email templates to be created and implemented by the whole team, all inside the tool
- As a manager, being able to track emails that have been sent by the team
Data module:
- The modularity of the tool, you can mix/match data as you wish
- Having the possibility to create dashboard within the tool
- Everything in one place, it is well thought
Integrations:
- Integrations with our ecosystem (Snowflake, Salesforce, Intercom)
Support:
- Monthly calls and check-ins with our CSM
- Reactivity of the support team
- The chatbot is a good one Review collected by and hosted on G2.com.
Sometimes I feel overwhelmed by the amount of information displayed, I wish it was a bit more "minimalistic" sometimes.
I wish we had the opportunity to clean up inactive filters, folders, emails automatically.
Sometimes the logic is lacking behind key features, e.g. you cannot change the CSM owner of an account and have this new person applied to all workflows, it requires a manual task that is time-consuming. Review collected by and hosted on G2.com.
Overall, Planhat is a fine product. It's easy to navigate and comes with a decent amount of customization options. Review collected by and hosted on G2.com.
It's some what difficult to get data into the system. You need to structure datasets in very specific ways. Filtering options for data being brought in from Salesforce are limited. Filtering options for bringing in data from a datawarehouse are non-existent and must defined in your external model. Review collected by and hosted on G2.com.
Customization: Planhat provides endless customization options, allowing teams to create workflows, dashboards, and reporting tailored specifically to their goals and metrics.
Integration: Integrating with other tools is fairly seamless. The Gmail integration, data filtering, and insights tools keep all the information in one place.
Team Collaboration: Planhat makes collaboration across teams easy and efficient, providing shared access to customer information, notes, and conversations. This keeps everyone aligned and helps break down silos between teams! Review collected by and hosted on G2.com.
While Planhat offers powerful customization options, there can be a learning curve when it comes to creating custom metrics and formula fields. However, Planhat’s customer support and chat feature is outstanding—they’re always quick to help us get the most out of the tool and guide us through advanced configurations. Review collected by and hosted on G2.com.
For me it was really easy to configure and start using Planhat. They recommend 2 months of onboarding and setting up the platform, but since we had a previous platform, we're able to integrate everything and start using in one month only.
It has everything we need, and it's very customizable. It's being a great experience in daily usage, and I'm having a great experience with Tyler (who helped us setting up everything) and with Sabrina (our CS). Review collected by and hosted on G2.com.
Because it's everything so customizable, sometimes you have to work across multiple areas to set a workflow. Review collected by and hosted on G2.com.
I find that the customizability of reports, workflows, and sequences really helpful to my workflow. As a Customer Success Manager, I'm in meetings for 3-4 hours a day, and to know what is happening and when it is happening is key to my success. Planhat makes it easy to digest, iterate, and share across teams exactly what is happening with the customer. Review collected by and hosted on G2.com.
I find the emails that are sent from Planhat difficult to use. The formatting is challenging and it never looks like it does in my inherent Gmail. Review collected by and hosted on G2.com.
