I like the constant updates to the platform that allows us to keep pace with an ever-changing technological landscape. I also love the people we've worked with, and how helpful and supportive they are. We're still implementing, and haven't deployed APIs yet, so I know we have a long way to go. The API integrations will make a huge improvement in our practice. Review collected by and hosted on G2.com.

The interface isn't as intuitive as I would like. I find myself clicking around a lot to figure out where I need to be and how to make it work. Review collected by and hosted on G2.com.

I really like how Planhat allows us to track customer health easily and displays usage data in an easy-to-digest way. The AI capabilities are great, saving our customer success managers loads of time by analysing data automatically and helping us analyse churn data to spot potential future risks. The automation alerts CSMS when customers are at risk which in turn allows us to validate that risk and if there is real risk identified we ca put the steps in place to try and prevent churn. Other automations we have set up alert CSMs when customers exceed their storage or user allowance, aiding in customer growth. The relationship with the team at Planhat is great; they are friendly and collaborative. The chatbot Fin is really quite good, solving simple support-related queries fast without needing a support team member. Also, the clean interface makes using the platform a joy. Review collected by and hosted on G2.com.

I find it a bit buggy, and sometimes it's hard to know the best way to proceed since there are more than one way to do things. There's a steep learning curve, especially during onboarding. The UI could be improved; for example, company fields get overlaid by other pop-outs like conversations, and sometimes I want to see customer fields when populating tasks or conversations, which means I have to open another tab to refer to this field info. Review collected by and hosted on G2.com.

I use Planhat for CS tracking, account management, and risk management. It helps by keeping all info in one place, allowing me to easily see all customer data and identify upsells and manage risks better. I like everything about Planhat, it's much better than other platforms on the market and is extremely customizable to our needs, even though we are a niche company. I love the custom metrics, automations, and dashboards; we can automate our processes and see how our customers are doing. The initial setup was very easy, and we worked with our CSM and internal dev teams to get it all set up. Review collected by and hosted on G2.com.

Automations are a bit tricky to understand how to set up and the AI prompts could be easier to automate within the platform, but our TAM has been exceptional with help and walking us through the process. Review collected by and hosted on G2.com.

Planhat has been a great resource for my team because of its flexibility and ability to be customized to meet our specific needs. We have been able to build meaningful, data-driven reports (I send out a weekly financials report using Planhat data) and dashboards that provide our team and executive leadership with clear insights into customer health, key performance metrics, and overall business trends which helps support informed decision-making. The onboarding process and continued support Planhat provided has been very helpful and rewarding. Due to our unique needs, some custom requests required additional time for development and implementation. However, Planhat CSMs and technical managers were very responsive, communicative and committed to ensuring our needs were met. Thus, we are very satisfied with the relationships we have built with some of their community thus far. We look forward to continuing our journey with Planhat and seeing what the future holds as the platform continues to grow and evolve alongside our needs. Review collected by and hosted on G2.com.

When my team joined Planhat, we were introduced to the "old UI". While the new UI has introduced some valuable capabilities, I found that some tasks were easier to complete/locate in the previous UI due to the color-coding features in the older interface providing a more intuitive way to navigate the platform and quickly identify key items and actions. There is a bit of a learning curve navigating and configuring the platform but the more you explore and have hands-on practice, the easier it becomes. There is some room for improvement with integrations. Also, if you do not have coding or technical experience, the automations feature can take some time to master. Overall, I am happy with our experience and comfortable in my role as our Planhat administrator. Review collected by and hosted on G2.com.

We’re relatively new to Planhat, but the ease of customization is already a standout. It’s intuitive enough that the team can create their own custom views and make updates without needing an admin's help. It’s removed the usual bottlenecks and let us hit the ground running. Review collected by and hosted on G2.com.

Nothing significant. We are still relatively new to the platform, so we're still discovering the nuances, but we haven’t run into any functional gaps or issues that have hindered our progress so far. If I had to nitpick, there’s a slight learning curve simply because the tool is so powerful and customizable, but we haven't encountered any actual dislikes during our rollout. Review collected by and hosted on G2.com.

Planhat is a genuinely intuitive tool that supports our CS team every day.

Thanks to Planhat, we now have clear health profiles and insightful dashboards, giving the CS team everything they need to know about each customer at a glance. We've never had this level of visibility before, and we're still optimizing as we gather more data in the tool. Planhat is also updated frequently with new features and improvements, so it's great to see the product getting stronger year over year.

We didn't have health scores before Planhat, but their team and the tool itself made it easy to build them out. Their support team also deserves a shoutout, they respond quickly whenever we have questions.

Performance has been reliable for daily, heavy use. When we first started, we did notice occasional slower response times, but that's been a non issue for the past two years.

For us Planhat is integrated with many other tools in our toolstack and this is working perfectly.

Planhat's recent AI features have added even more value. They make it much easier to analyze all our data without the team having to dig through it manually, which is a real time saver. Review collected by and hosted on G2.com.

Building metrics in the tool took us a while to figure out. The process isn’t the most intuitive, but the support team, our CSM, and their certification platform ultimately helped us get there.

I’d welcome more flexibility in dashboard customization, along with more out-of-the-box integration options with external tools. We’d also like more granular integration logs. Early on, when integration errors came up, the logs weren’t always detailed enough for us to troubleshoot the issue on our own.

Support response times can be inconsistent. Most of the time we get help fairly quickly and the answers are high quality, but occasionally it takes longer to hear back. The bot as a first point of contact is fine for simple questions, but it can be frustrating when you have a specific technical issue and already know the bot won’t be able to resolve it. Review collected by and hosted on G2.com.

Recently Planhat has updated their UI to be more fluid and adaptable for the various employee teams that use the tool (Customer Success, Professional Services, Onboarding, etc.) increasing the value to the overall Customer organization. Their enhancements into AI features and MCP for external tool integration has doubled the value prop and made it a unifying layer for our Customer Success related data Review collected by and hosted on G2.com.

Planhat still requires careful planning, analysis, and understanding (of your business) to use successfully. Planhat professional services can be a key accelerator, and offer "blueprints" but it's still up to the customer to understand their unique environment and needs. Review collected by and hosted on G2.com.

Pros:

- Highly customizable data structure

The platform allows for extensive use of custom fields and filters, making it possible to structure customer data in a way that aligns closely with our operational and business needs.

- Strong workflow capabilities

Both email workflows and project (workflow) management features are robust and support a wide range of use cases, from onboarding and implementations to ongoing customer operations.

- Data visibility and hygiene

Certain field types can be highlighted when missing, which improves visibility and helps teams maintain data quality.

- Flexible views and data segmentation

The ability to create multiple views, group data, and organize fields into logical sections enables different teams (e.g. CSMs, Implementation Managers) to work efficiently within the same system.

- AI functionality

Built-in AI features are continuously evolving and provide additional value, particularly when integrated into workflows and communication processes.

- Custom billing and operational tracking

While Planhat offers native billing functionality, we’ve successfully adapted the platform to support our own invoicing and operational tracking processes.

- Intuitive project/workflow management

Workflow-based project management is easy to understand and implement, even for complex operational processes such as installations, changes, and logistics.

- Strong integration capabilities

Planhat integrates well with tools like Typeform, Zapier, and internal systems. We’ve also integrated external AI (Claude) into our environment, which works effectively alongside Planhat.

- Comprehensive onboarding resources and support

There is a significant amount of documentation available for self-learning, and the support team is responsive and helpful when needed.

- Powerful automation capabilities

The platform enables a high degree of automation and customization, allowing us to streamline complex operational processes. Review collected by and hosted on G2.com.

- Data duplication for reporting and filtering

Creating dashboards or widgets often requires duplicating data across objects (e.g. syncing company-level data to workflows, tasks, or billing objects). This requires additional fields and automations to maintain consistency, which increases complexity and cost.

- Reliance on manual data population

Many workflows depend on accurate company-level data being populated upfront. While this can be automated to some extent, it requires significant setup and ongoing maintenance.

- Complex workflow logic setup

Achieving relatively straightforward business logic in workflows can require detailed condition building and careful planning, which increases the setup effort.

- Limitations around required fields

Not all fields can be visually highlighted when missing, which forces the use of “mandatory” fields. There are also limitations and inconsistencies (particularly within workflows) in how mandatory fields behave.

- Limits on views and customization

There are caps on the number of object profile views, which can restrict flexibility unless additional cost is incurred.

- Usage-based pricing for AI and automations

AI usage and automation runs are limited, and exceeding these thresholds results in additional costs. This becomes more relevant at scale.

- Edge cases and system limitations

While most use cases are technically possible, pushing the platform into more complex or non-standard scenarios can expose bugs or limitations that require support intervention.

- Complexity in process control and integrations

Maintaining reliable process control across workflows and external integrations requires careful setup and monitoring. Without this, there is a risk of inconsistencies in data or execution. Review collected by and hosted on G2.com.

What I love most about Planhat is the ability to connect data, teams, and weak signals to allow us to act before it's too late.

Planhat has become our CS cockpit: everything is centralized there — product usage, CRM data, feedback, risk signals, client interactions, etc. At a glance, we understand the real situation of an account, and most importantly, we know what to do.

It is also an incredibly customizable tool: each team can adapt its views, metrics, and workflows to its scope. And with the Calculated Metrics and segmented Health Scores, we finally move away from the "one size fits all" approach.

Finally, I love the Chatbot Support that I often use (without even saying hello). It's a very useful support to quickly advance in creating new formulas for custom fields, new Calculated Metrics... It almost always gives me a clear and coherent solution to my problem. And when it happens to hallucinate, a human agent immediately takes over. Hats off!

In short, Planhat allows us to see the invisible, collaborate better, and avoid unpleasant surprises. We can no longer say "we didn't know." Review collected by and hosted on G2.com.

What poses the most difficulty for me in Planhat is managing custom fields and sending mass emails.

With each email campaign via sequences, I feel a certain apprehension. The display refresh is sometimes slow, which can lead to temporary inconsistencies — for example, contacts displayed as having already received a scheduled email, contacts in filters where they shouldn't be. This creates stress, but once understood, you just need to wait a few minutes to see things display correctly.

My second point of improvement concerns the management of custom fields:

We inevitably create a lot to cover business needs, and we quickly lose clarity: similar but different names, duplicates, unclear uses... Review collected by and hosted on G2.com.

Planhat has genuinely helped us in one area: customer health scoring. Product usage, engagement signals, and commercial data in one place, feeding into a single health score. Valuable, and not easy to replicate elsewhere. Review collected by and hosted on G2.com.

Getting there took more than we expected. The HubSpot integration works bidirectionally in principle, but setup requires real attention. Field mappings, sync directions, data quality, all of it needs to be right before the platform delivers. We had to clean up our data before Planhat could reflect anything useful back at us. Their Support is responsive, but resolution can take time and you will need to follow up. Onboarding gets you started but don't expect to be held by the hand, you're doing a lot of the figuring out yourself.

It's not plug-and-play. Think of it as a swiss army knife, capable of a lot, but only if you know how to use it and are willing to put in the work.

Right expectations, right resources: Planhat delivers. Just don't underestimate what it takes to get there. Review collected by and hosted on G2.com.