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. Review collected by and hosted on 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. Review collected by and hosted on G2.com.

What makes the difference with Planhat is its ease of use, its modularity that allows it to be a tool truly adapted to our challenges, as well as the quality of support provided by the Planhat CSM teams. On a daily basis, it is a true companion for my teams of Account Managers and Account Directors: everyone benefits from it, whether it's to track user adoption, centralize customer knowledge, or measure commercial effectiveness. Review collected by and hosted on G2.com.

Creating dashboards is not always intuitive. Furthermore, not being able to easily calculate sums in filtered views can be a disadvantage. Review collected by and hosted on G2.com.

The UI/UX is really easy to use and to navigate between accounts and the logs.

Building automations and flow are well documented. And with the native integrations already available makes it even easier to integrate different applications.

Enjoying all the data driven feature and how it is easy to build dashboard and reports.

The Support Team are the MVPs of Planhat. Always there to help and provide detailed instruction with rich documentation links. Very patiente with the users who learns everything from scratch.

The implementation project of Planhat with our Salesforce instance was smooth and short with no hiccups.

Fin, the AI chatbot is getting better and better at addressing the questions and providing the links for detailed documentation Review collected by and hosted on G2.com.

The limitation of not able to recognize deletion or merge of the records that happen in Salesforce ( our main platform) Review collected by and hosted on G2.com.

Flexibility and Customization: Unlike other rigid solutions, Planhat allows for modeling complex workflows and custom dashboards that perfectly adapt to our specific business processes. • Power of Automation: The implementation of automated "Playbooks" based on precise data triggers has significantly reduced the administrative burden on our CSMs, allowing them to focus on strategic consulting. • Data Integration (Data-first): The ease with which we connect our technical data flows (ITSM) to generate accurate Health Scores is a major asset for anticipating churn and identifying expansion opportunities. Review collected by and hosted on G2.com.

The learning curve can be a bit demanding at first, simply because the platform offers immense configuration depth. However, once the basic concepts are mastered, this granularity becomes our greatest strength. Even richer documentation with video tutorials would be a plus. Review collected by and hosted on G2.com.

Planhat has a simple yet effective user interface, and it’s fairly intuitive to configure. We’ve been able to tailor it to our specific CS goals and support our CSMs in focusing on value-driven work. The implementation and onboarding team was fantastic to work with, and they really understood how to configure the platform to best meet our needs. We just launched, and CSM adoption has skyrocketed. Next, we’re launching AI workflows, and I’m excited to see how they will transform the work our team does. Review collected by and hosted on G2.com.

A few of the integrations have been a bit tedious to sync, but that’s mostly due to how the app is set up on our side. Review collected by and hosted on G2.com.

The platform is very powerful, able to track a host of details and metrics. The roadmap is exciting and aggressive, and while they have leaned heavily into AI, for AI-adverse organisations, the platform is operationally sound and proactive in its development. Relatively intuitive to use. Review collected by and hosted on G2.com.

Slack integration is relatively poor, as is its Intercom integration. Slack integration lacks functionality to customise and post a lot of the detail that you have in Planhat. I understand the premise of getting more users into Planhat, but we use Slack as our primary messaging tool, so stickiness of Planhat would be increased significantly if this were improved.

Intercom integration for conversation data is great, but apart from this it is rudimentary and we cannot pull over custom fields easily. Versus the hubspot integration, it is underwhelming.

Additional modules often have a cost associated with them, this can get costly if you aren't aware they don't come in the initial deal. This could be clearer in the sales process. Review collected by and hosted on G2.com.

I love that Planhat can fully customize basically anything. It's like a non-monetary Excel with an intuitive user interface. It's basically our source of truth when it comes to clients. We use it to keep track of client conversations and NPS scores, and also for workflows to perform monthly or weekly tasks. Everything that relates to our delivery is set when creating a company in Planhat. It behaves very well as the operational engine for our accounting and payroll services. It helps in structuring non-monetary data and now, I can generate reports on all single aspects, not just profitability and margins. Review collected by and hosted on G2.com.

The way company pages are set up is irritating, particularly with the presentation of the full name of fields. It has almost been a year since this was reported, but no solution has yet been presented. Review collected by and hosted on G2.com.

I find it really helpful for tracking my clients’ health and spotting any early signs of risk. In particular the way the health scores are colour coded makes it very easy to spot if a particular client needs support. I also like how easy it is to make dashboards to track this data, which we use internally for initiatives. It’s also useful for writing notes and staying on top of communication with and about clients from my colleagues. Review collected by and hosted on G2.com.

There are some small niggles with formatting of notes, and pasting content into notes which can make note creation more time consuming. I also like that it integrates with tools like Gong, however there are some data fields it cannot automatically fill such as attendees that would be very helpful. Review collected by and hosted on G2.com.

Flexibility for creating custom workflows and projects with task, AI summaries and AI-enabled workflows, MCP Compared to other front-runner competitors, Planhat gives more value for the features provided. Review collected by and hosted on G2.com.

Lack of flexibility for creating custom revenue and retention metrics, though I think there's some releases coming soon for more options. For some areas, you almost have to know how to code if you want to keep deep into the system. But, Planhat has great support! Review collected by and hosted on G2.com.

Love that it's integrates with Gong and other tools in our tech stack, which saves us time on writing meeting notes. I also love the ability to create dashboards as it helps us track internal initiatives. Review collected by and hosted on G2.com.

Autosaving notes has since been added which is great, there is still some quirks to formatting when writing notes, otherwise it's greatly improved. Review collected by and hosted on G2.com.