Planhat Reviews & Product Details - Page 3

Some of my favorite things about Planhat are the workflows and how easy it is to collaborate with your clients on goals and to-do lists (love being able to assign a due date and checking things off). I am also a big fan of the Conversations feature so I can see how my teammates are replying to certain questions or get inspiration for how to approach certain subjects. Review collected by and hosted on G2.com.

Sometimes the number of features can be overwhelming and it does take a few weeks to figure out what features are most relevant to you and how to best incorporate them into your day - but really this is a good problem to have as it seems like there is a feature for just about anything!

Additionally, I have difficulty formatting some of the Portal Pages and formatting notes in the Acvitity Log. It would be great to get more formatting features added in (Color Coding etc). Review collected by and hosted on G2.com.

What I like best about Planhat is the general ease of use. Once you have data flowing, it is very easy as a novice to go in and start setting up filters, playbooks, templates etc. The SFDC integratation is also very easy to get setup and running. The Customer Success team has been wonderful, always helpful! The CS org loves using the platform and has adopted it well thus far - making their lives easier and more efficient. Review collected by and hosted on G2.com.

I find that sometimes the support responses to questions take a bit of back and forth to get a point across and addressed. I usually loop in our CSM who is able to address it or help move things along. Review collected by and hosted on G2.com.

Our organization utilizes over 300 systems/platforms, and Planhat is, in my opinion, the best. As the title mentioned, Planhat is a great all-in-one platform for managing your book of business. I am able to send/receive emails, understand new opportunities, schedule needed tasks/activities, track MRR/ARR, understand my accounts' health, upload documents/attachments, and have visibility into customer contacts. As the Planhat team is truly collaborative in implementing requested personalization, there are many more benefits specific to my team and me. Review collected by and hosted on G2.com.

My only complaint is the difficulty surrounding the formatting of emails. Bullet points can be difficult to implement, and copying & pasting from other sources can cause issues, as adjusting the font to match from different sources doesn't always work well. Review collected by and hosted on G2.com.

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.