Avis et détails du produit Planhat

Planhat’s standout strength is its unrivaled flexibility and data-modeling capabilities. In the cloud security space, our customer health isn’t defined by one or two metrics; it’s a complex tapestry of product usage, security posture, and depth of engagement. Planhat lets us bring these disparate data points together into customised Health Scores.

For my CS team, the “playbooks” and automation engine have been great. With each team member managing up to 100 customers, we can’t rely on manual intervention for every milestone. We’ve built automated workflows that trigger off specific technical health indicators, which enables my team to practice “management by exception.” The result is that we stay proactive where it matters most, without getting bogged down in administrative overhead. Avis collecté par et hébergé sur G2.com.

While Planhat is undeniably powerful, its complexity can be a double-edged sword. To really unlock its potential, it takes a significant operational lift. This isn’t a “set it and forget it” tool; to implement it properly at scale, you essentially need a dedicated and highly technical admin. For a fast-moving B2B SaaS company, time-to-value can easily slip if those resources aren’t in place from day one.

The transition to the new UI was also a major pain point as we were one of the first adopters and it felt like a beta release. The pricing model would also benefit from greater simplicity and transparency. Avis collecté par et hébergé sur G2.com.

Ce qui fait la différence avec Planhat, c’est sa facilité d’utilisation, sa modularité qui permet d’en faire un outil réellement adapté à nos enjeux, ainsi que la qualité du suivi assuré par les équipes CSM Planhat. Au quotidien, c’est un véritable compagnon pour mes équipes d’Account Managers et d’Account Directors : chacun y trouve son compte, que ce soit pour suivre l’adoption par les utilisateurs, centraliser la connaissance client ou encore mesurer l’efficacité commerciale. Avis collecté par et hébergé sur G2.com.

La création de dashboards n’est pas toujours intuitive. De plus, le fait de ne pas pouvoir calculer simplement des sommes dans les vues filtrées peut constituer un inconvénient. Avis collecté par et hébergé sur G2.com.

Ce que j'apprécie le plus chez Planhat, c'est sa capacité à s'adapter à la complexité d'une véritable organisation de Customer Success en entreprise. Au-delà d'une expérience d'intégration solide et d'un support réactif, la plateforme excelle à transformer des données fragmentées en une source unique et opérationnelle de vérité pour la santé des comptes, les risques et les opportunités. Les capacités de visualisation et de reporting continuent de se démarquer. Les tableaux de bord, le scoring de santé, le suivi des renouvellements et les vues de portefeuille me permettent de comprendre rapidement où concentrer mes efforts sans recourir à des feuilles de calcul manuelles ou à des analyses externes. L'automatisation des activités, des rappels et des flux de travail réduit de manière significative la charge administrative et maintient une exécution cohérente sur un grand ensemble de comptes. Les intégrations de Planhat—en particulier avec Office 365—facilitent la capture des réunions, des e-mails et des activités avec un minimum de friction, garantissant que le contexte des comptes reste à jour sans effort supplémentaire. Au fil du temps, cela a permis un engagement plus proactif, un alignement interne plus clair et un meilleur reporting au niveau exécutif sans ajouter de prolifération d'outils. Dans l'ensemble, Planhat est devenu moins un système d'enregistrement et plus un système d'exécution pour le Customer Success. Avis collecté par et hébergé sur G2.com.

Planhat nécessite toujours une forte appropriation pour bien fonctionner. La configuration continue, l'ajustement des scores et les modifications de rapports ne sont pas toujours rapides, surtout par rapport au travail direct dans Excel. Les équipes sans administrateur clair ou responsable des opérations CS peuvent avoir plus de difficulté à itérer rapidement et à garder la plateforme optimisée. Avis collecté par et hébergé sur G2.com.

Flexibilité et Personnalisation : Contrairement à d'autres solutions rigides, Planhat permet de modéliser des workflows complexes et des tableaux de bord sur mesure qui s'adaptent parfaitement à nos processus métier spécifiques.

• Puissance de l'automatisation : La mise en place de "Playbooks" automatisés basés sur des déclencheurs de données précis a considérablement réduit la charge administrative de nos CSM, leur permettant de se concentrer sur le conseil stratégique.

• Intégration de données (Data-first) : La facilité avec laquelle nous connectons nos flux de données techniques (ITSM) pour générer des scores de santé (Health Scores) précis est un atout majeur pour anticiper le churn et identifier les opportunités d'expansion. Avis collecté par et hébergé sur G2.com.

La courbe d'apprentissage peut être un peu exigeante au départ, simplement parce que la plateforme offre une profondeur de configuration immense. Cependant, une fois que les concepts de base sont maîtrisés, cette granularité devient notre plus grande force. Une documentation encore plus riche en tutoriels vidéo serait un plus. Avis collecté par et hébergé sur G2.com.

It continues to be a great tool that has a lot of benefits as a CRM. Their support is amazing, quickly replies, and provides solutions. Avis collecté par et hébergé sur G2.com.

The "coding" that has to be done for items to show up. When I try to add a filter, I have to take what feels like a lot of steps to get it completed. And then when it doesn't work, it takes some time to figure out why. We are a small company, so we continue to grow and put in new processes and procedures that take some time to get added into Planhat. Avis collecté par et hébergé sur G2.com.

I appreciate the relationship with the vendor, including their CSM, which involves strategic discussions and customer success events. I also like the introduction of AI in Planhat v2, which we deployed at the end of 2025. It truly boosts our CSM practice and allows us to implement use cases we struggled with for a long time. Specifically, I find the AI-powered account summary feature extremely valuable, especially for an executive like me, when preparing for customer meetings. Avis collecté par et hébergé sur G2.com.

I'm not an intensive user but one thing that bothers me a little bit is the way CHS is calculated which is not really standard IMO. Also the ability to monitor the onboarding / implementation phase is not great. Avis collecté par et hébergé sur G2.com.

I love the new interface of Planhat because it's, very simple to use and very intuitive. It's clean and straight to the point, and our teams are really evolving with this new interface. Because it's so intuitive and much easier to use than previous versions, we've seen a huge spike in our ability to use the platform. Everyone can see their own workspace rather than having everything convoluted together. Avis collecté par et hébergé sur G2.com.

I would say that the things that could be improved are a little more flexibility on the types of accounts that you import, as well as being able to have the flexibility to change your organization's dynamic. For example, we run a managed business style right now, but we are dabbling into a platform led, and I would love to use Planhat to manage both. The initial setup was a bit complicated at first, just because of the way that we are organized, not because of Planhat, but it was great that the team was able to accommodate and make our needs work within their tool. Avis collecté par et hébergé sur G2.com.

I like Planhat's clean interface, especially the new UI that was rolled out this year. It's fairly straightforward to use. I appreciate how customizable it is, allowing me to create a lot of views. Although the customizability seemed challenging at first, I now find it really nice and powerful once I got the hang of it. Planhat makes it possible to set up view specific to our team needs, layering different aspects on the same data model effectively. I also find the support from their data integration team really helpful during setup, and the ongoing support has been great. Avis collecté par et hébergé sur G2.com.

We would love to see more development on the customer portal. It's something that we're really excited about and adopt Planhat, and we definitely get some use from it, but we'd love to continue to see features added there. We also do a lot of roll up from parent and child relationships. And some of that works well, but some of it, we'd like more visibility for data from child companies on their parent so we could look at that summarized for you. Avis collecté par et hébergé sur G2.com.

I really like using Planhat because the team is friendly and easy to work with, which makes things a lot easier for me. I also appreciate how user-friendly the Data Explorer is; it allows me to look at different things happening within our customer base easily. It's straightforward to build custom automations and workflows, enabling us to save significant time. The ability to analyze and query different data points within Planhat helps us manage customer risks effectively and spot upsell opportunities. Avis collecté par et hébergé sur G2.com.

As a fairly nontechnical person, sometimes I find things like formula fields and writing AI prompts to be quite tricky, and it can take up quite a bit of time putting it into practice. There was a lot to get our heads around and a lot to learn. I find the help center articles are sometimes quite long, so it can be quite difficult to interpret them. Avis collecté par et hébergé sur G2.com.

I really appreciate the excellent support levels and technical ability of the Planhat team. Whenever we have questions or need assistance, there are multiple Planhat employees who are willing and able to help. The reporting capabilities are also significantly better than competitors like HubSpot. Additionally, the API is very good, allowing us to integrate in and out almost any information we need. We integrate multiple data sources such as Aircall, Gong, and Stripe, and regularly extract data from the Planhat system for reporting and analysis. Avis collecté par et hébergé sur G2.com.

All of the integrations need to be made bespoke which requires time, effort, and technical knowledge. More native integrations (HubSpot has many), especially with services like Aircall, Gong, and Stripe are needed. Also, the initial setup was not easy, although Planhat provided a lot of tools and support to help. Avis collecté par et hébergé sur G2.com.