I would highlight the attention and commitment of the support team, and the patience and support of our current project leaders, Irma and Marco. I also value the flexibility in creating and customizing fields, as well as the ease of integrating data from Salesforce, which has allowed us to better centralize information. Review collected by and hosted on G2.com.

The lack of relationship between some data silos limits the global and related exploitation of information. Additionally, the text editor for sending communications is quite basic (sometimes what you see in terms of format is not the same as what is sent) and the integration with Zendesk is very limited and not very flexible. Management within the tool is complex, as is the creation of automations, and the sending of NPS is rigid, especially when cross-functional configurations are required. I trust that the new version will simplify processes and facilitate the creation of automations, calculations, and graphs. Review collected by and hosted on G2.com.

Task tracking, contact organization, health scores Review collected by and hosted on G2.com.

small glitches - ie. non responsive clicks, start and end dates on tasks, editing scheduled emails sometimes deletes your saved draft Review collected by and hosted on G2.com.

What sets Planhat apart for me is its flexibility, robust data modeling, and the exceptional support provided by Erich Gardner and Saqib Motlani. Their quick responses, deep technical knowledge, and openness have made a real impact. Thanks to their efforts, Planhat has become an essential tool that I rely on every day. Their skill in customizing automations, managing unique scenarios, and guiding us through intricate processes truly distinguishes the platform from other customer success solutions.

Planhat offers a unified view of our customers, sophisticated health scoring, workflow automation, and seamless real-time integrations. It has become a central component of our customer success strategy, and I can’t imagine running our operations without it. Review collected by and hosted on G2.com.

The extensive customization options can make onboarding feel overwhelming at first. There is definitely a learning curve, and our team is unable to access many views until administrators have set them up. Having a larger library of shared, best-practice templates would be a valuable improvement. While the tool’s power is impressive, its complexity can sometimes be a hurdle, as creating views, automations, and governance structures requires significant time and planning.

Having previously worked at Planhat, I had a mixed relationship with the platform. However, after using it at Jolt and now at SalesRabbit, my confidence in it has been fully renewed. The platform’s potential seems limitless, and the outstanding customer experience provided by Erich and Saqib truly distinguishes it. Review collected by and hosted on G2.com.

Planhat has played a significant role in establishing the foundation of our post-sales processes. The platform equips us with tools to operationalize the customer journey and track the effectiveness of our efforts, making it easier to quickly spot areas that need improvement or further investment. Our team benefits from streamlined access to customer information, presented in a clear and accessible way, which helps us intervene more efficiently and focus our attention where it has the greatest impact. Forecast accuracy has also improved, which is especially important for our leadership team. Furthermore, the flexibility of the new UI empowers us to design workflows and views tailored to our specific business needs, rather than being limited by a rigid structure. Review collected by and hosted on G2.com.

Like most CSPs, the platform requires a significant amount of manual work to set up, maintain, and ensure adoption across the team in order to realize its full value. This creates a heavier lift than we would ideally like. Additionally, support response times are extremely slow. As a smaller organization that moves quickly, it can be frustrating when conversations with support stretch across several days for issues that should ideally be resolved within hours. Review collected by and hosted on G2.com.

I like how we can manage customer sentiments for each product the customer interacts with, as well as the activity types for documenting customer engagements. Review collected by and hosted on G2.com.

Dashboarding and visuals definitely need improvements. Additionally, would like to see more project management capabilities, so we wouldn't have to use a separate tool for that. Review collected by and hosted on G2.com.

Planhat provides a clean, intuitive interface that makes it easy to track customer health, manage accounts, and visualize renewal risks at a glance. I really appreciate how customizable the dashboards are. The platform centralizes customer data from multiple systems, which helps reduce manual work and gives us a more accurate view of customer activity. It makes easier for CS, Sales, and Marketing teams to stay aligned. Review collected by and hosted on G2.com.

While the platform is powerful, some areas still feel a bit complex for new users. Certain configurations require deeper setup knowledge, and reporting can be tricky if you’re not familiar with the data structure. Review collected by and hosted on G2.com.

Two years ago, I chose Planhat for a single use case: churn forecasting. Today it powers much more - QBR and change-order automation, NPS integration, and AI-enabled customer data enrichment. It’s no longer just a tool; it’s a backbone.

Which brings me to the point: none of that is possible without the help and dedication of my entire Planhat team. Their partnership unlocked levels of data visibility and automation I didn’t think were possible in our environment. Rob Culross, Erin Mueller, Kate Griffin, and especially Grace Tester have moved mountains when needed.

Knowing how raw the data I was inheriting was, I knew that I needed a tool with immense flexibility. After an exhaustive search, that flexible partner was Planhat. This introduced a host of other issues because we weren't able to unlock the potential of Planhat's out-of-the-box power. In the end though - because the Planhat team consistently delivered, regardless of how specific or complicated the ask - we've transformed our instance into the platform where our CSMs work.

The list of partners that overpromise is long. The list that accelerate outcomes beyond the initial use case are few & far between. Review collected by and hosted on G2.com.

Whatever I don't like, the Planhat team eventually either wins me over with their industry best practices, or their ability to build exactly what I'm looking for. Their data structure, where all objects in Planhat feed data to a Primary Object - the Company - has forced me to rethink how I store, move & query data across objects. Not bad - just different. Review collected by and hosted on G2.com.

I appreciate being able to predefine workflows and set up their triggers, which really helps to coordinate the team's efforts. I also value the option to import data from any source, making it possible to gather all our customer information in one centralized location.

Also, I want to highlight the great support of the team during the onboarding. Review collected by and hosted on G2.com.

It would be much more convenient if the interface design allowed for customization. Because we frequently enter a large amount of text in specific fields, it can sometimes be challenging to locate the information we are looking for.

Also, it would be convenient to be able to rename objects (ex: we use "Asset" in another way and we can't rename it) Review collected by and hosted on G2.com.

The tool provided utility for our CS / post sales org and helped us get organized around account management and planning in a way that we have not before. Their support team and our CS Rep were highly responsive and accommodating to our needs. It also integrated neatly with our CRM. Review collected by and hosted on G2.com.

Admittedly I was not a frequent user (team was operated in the tool daily) and our use-case really pushed the limits of the tool (our business is non-traditional and highly complex) but even with that being said the tool has been helpful, adopted by the team and PH reps have developed features for our business model. Review collected by and hosted on G2.com.

Planhat has truly helped provide insight and visibility on customer accounts for our CSM team, as well as our leadership. The ability to tailor the experience is both very powerful and quite extensive, and the implementation was relatively smooth. The support team are mostly excellent, with only a couple of times where I've had to correct the agent's assumptions (and the fact they kept talking about a different integration than the one I was asking about). Review collected by and hosted on G2.com.

Responses from our account team at Planhat often take several days which can be frustrating, but I appreciate they are busy. As with any system, ensuring the team utilise it fully has been a challenge, but this is not necessarily reflective of the Planhat team. Review collected by and hosted on G2.com.