# Planhat Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Planhat the right Customer Success solution for you? Explore 28 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/149430/Planhat/reviews --- Planhat 4.6 (28) [View alternatives](https://www.capterra.com/p/149430/Planhat/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 27th, 2026 # Reviews of Planhat Ease of use 4.5 Customer Service 4.7 ## Pros and Cons in Reviews James W Senior Rev Ops ExecHuman Resources, 51 - 200 employeesUsed the software for: 6-12 months. “The user interface is designed very well, the platform is super easy to use, looks pretty and has good flexibility in how you want the platform to be laid out.“ March 10, 2025 Ranula G Software EngineerInformation Technology and Services, 51 - 200 employeesUsed the software for: I used a free trial. “It took me a hard time when it comes to learning and adapting to the advance features. if I try to setup a complex workflow it took me some time and reporting and analytics is also not user friendly as some dedicated tools“ January 16, 2025 Daisy D Integration Partner ManagerInformation Technology and Services, 51 - 200 employeesUsed the software for: 1-2 years. “Having a complete overview of your sales briefing, planned activities, cross departement communication and subscription insights gives you all tools to do an excellent customer management. “ February 21, 2023 NB Nicole B Customer Success Manager Marketing and Advertising, 2 - 10 employeesUsed the software for: 6-12 months. “It's really easy to use and intuitive - while still providing powerful data insights and reports.“ June 14, 2021 JG Jordan G Customer Success ManagerProgram Development, 11 - 50 employeesUsed the software for: 6-12 months. “There's certainly a learning curve, when you first start. But, as soon as you understand how to build filters or triggers, you'll be in great shape. “ January 13, 2021 ## Showing most helpful reviews Showing 1-25 of 28 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ranula G. Software Engineer Information Technology and Services Used the software for: I used a free trial ### "Planhat - the flexible and powerful customer success tool " January 16, 2025 4.0 Pros This is a nice tool to manage customer success for your own business. It helped me to manage retention and engagement easily. overall a good tool. Cons It took me a hard time when it comes to learning and adapting to the advance features. if I try to setup a complex workflow it took me some time and reporting and analytics is also not user friendly as some dedicated tools Switched from [Totango](https://www.capterra.com/p/222281/Totango/) we needed advance reporting and there were some pricing concerns Review Source TJ Tim J. Founder Computer Software Used the software for: 1-2 years ### "During COVID Planhat has allowed us to transition to working remotely whilst streamlining our ops" September 1, 2020 5.0 Our business operations consist of detailed and complex series of business processes that are required to signup, onboard and retain our customers. Planhat allowed us to solve the problem of transitioning from a high-contact team working in the same location to one that is now working remotely and much less 'in the loop' that we previously were. Whilst Zoom and Slack are handy for keeping in contact you still miss the discussions on the way to lunch on in the hallway. Planhat has been our safety net ensuring that nothing gets missed and everything happens at the right time. Pros Planhat's complete customisability is its biggest benefit for us. We have a complex and multi-path series of business processes that require non-standard and integratable information at every step. Planhat allowed us to automated our processes through playbooks that trigger off this information and their easy to use API has allowed us to integrate our others systems directly into PH making our transition to remote work smooth and error free. Cons Nothing. Planhat is an extremely well fleshed out system supported by a team that are clearly experts on not just their own system but CRM systems in general; a question of 'how do i' usually leads to a much better solution than we initially thought about and the capabilities of the system are constantly expanding each month Switched from [Google Sheets](https://www.capterra.com/p/169718/Google-Sheets/) We needed all of our data in one place. We needed our data to trigger processes. We needed a system that could monitor and alert the right people when items fall behind or get missed. Planhat did all of this and saved us time. Review Source James W. Senior Rev Ops Exec Human Resources Used the software for: 6-12 months ### "Well Designed CSM System" March 10, 2025 3.0 Really good CSM system in terms of visualisation, design, layout and how user friendly it is, but lacks in terms of its functionality and sync with other systems Pros The user interface is designed very well, the platform is super easy to use, looks pretty and has good flexibility in how you want the platform to be laid out. Cons I don't find the integrations panel intuitive to use, particulary the sync with Salesforce is quite complicated to manage and solve basic use cases Review Source NB Nicole B. Customer Success Manager Marketing and Advertising Used the software for: 6-12 months ### "The best CS tool to scale your business operations and improve your customer experience " June 14, 2021 5.0 Before using PlanHat we had very little insight into our customer health and how they were using our technology. PlanHat enabled us to understand our customers better and what features and UX needed to be improved. We have saved so much time automating workflows and assigning playbooks for onboarding new customers. Pros The customer health scores and renewal management have really helped streamline our processes and improve the customer experience. Our customers love their Customer Portal where we share playbooks, usage dashboards and success plans. This transparency has improved adoption and helped us build trust. It's really easy to use and intuitive - while still providing powerful data insights and reports. Cons Not much to dislike - there were some limitation with usage tracking for Parent-Child companies, but I know they were working on some updates on this. Alternatives considered [Gainsight CS](https://www.capterra.com/p/148980/Gainsight/)[Totango](https://www.capterra.com/p/222281/Totango/) Reason for choosing Planhat PlanHat was easier to use and wouldn't require as much time to setup and onboard. The software was more user-friendly and better value. Review Source JG Jordan G. Customer Success Manager Program Development Used the software for: 6-12 months ### "Great Platform for the Technically-Average" January 13, 2021 5.0 There's certainly a learning curve, when you first start. But, as soon as you understand how to build filters or triggers, you'll be in great shape. At that point, you'll be able to create all kinds of useful features for a wide variety of purposes. Pros You can set up your system to be as simplistic or as complex as you would like it to be. You can also restrict the actions of your users via Role Management, so when you finally build out those complex filters or metric analytics, you won't have wandering hands meddling with your filters or code. Cons Some of the filter options are labelled somewhat deceivingly, or are at least inconsistent with what their relative data fields are called on the front end. i.e. "Workflow/Template" for "Playbooks" Alternatives considered [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Switched from [Dynamics 365](https://www.capterra.com/p/157279/Dynamics-365/) Poor proactive Customer Success-centric capabilites. Review Source VR Verified Reviewer Integration Partner Manager Information Technology and Services Used the software for: 1-2 years ### "Complete, user-friendly & integrated customer management software " February 21, 2023 5.0 Pros Having a complete overview of your sales briefing, planned activities, cross departement communication and subscription insights gives you all tools to do an excellent customer management. To do that we had to integrate our CRM, our back office, Chargebee, Aircall, NPS by Promotor, ... and it was all feasible and within a proper timing. Communication with the Planhat professionals is always great. Cons We had to offer an internal training specific to our use case to have a faster implementation. And this takes dedicated resources ... Review Source JMP Juan Martin P. Customer Success Leader Information Technology and Services Used the software for: 1-2 years ### "Great product!" May 14, 2020 5.0 Planhat has helped us a lot since we hired it. We wanted to have an early warning system and now our team is contacting customers when they need a proactive reach instead of after they've asked for help or complained about something. We can easily have a quick understanding of what’s going on with our customer base and where we need to focus our efforts. Pros Its a very powerful tool and really easy to use at the same time. No training needed. Cons We would like them to do more webinars and/or events to do networking and have a broader benchmark about how other SaaS companies are dealing with churn, expansion and so forth Alternatives considered [ChurnZero](https://www.capterra.com/p/157980/ChurnZero/)[Gainsight CS](https://www.capterra.com/p/148980/Gainsight/)[Totango](https://www.capterra.com/p/222281/Totango/) Review Source iI illian I. MS Team Lead Marketing and Advertising Used the software for: 1-2 years ### "Your friendly CRM" August 4, 2022 4.0 I really like it Pros The way you see the tasks and how you can check your team's work. The fact that the tasks do not depend on others. Cons It could have a friendlier interphase, easier to visualize, the names are always very small. Review Source ML Mia L. Director, Customer Experience Information Technology and Services Used the software for: Less than 6 months ### "Easy to implement CS Tool" April 24, 2020 5.0 Planhat has allowed us for the first time ever to have a complete 360 degree view of our customers and insight into all conversations happening with them across different departments and functions. We finally feel that things will not fall through the cracks and our CS team can move away from Excel and google docs and work proactively inside one system for improved efficiency. Pros Planhat allowed us to implement a very powerful CS tool easily, efficiently and in a short time period. This was possible in part due to the fact that the tool "plays well with other" applications and softwares we use for support, ticketing, communications and email, and in part because the support and engineering teams were extremely accessible and easy to work with. Cons Being an organization with a lot of layers of complexity in our Customer Success department with a great number of products, CS reps and customers globally, sometimes we found that Planhat had some limitations to accommodate our permission levels and roles. However, after bringing this to the Planhat team's attention they were very agile to implement changes and enhance their product to fit our needs. Review Source KO Kristian O. Team Lead Customer Success EMEA Used the software for: 2+ years ### "Great tool and easy to get your other tools integrated. A perfect overview. " April 13, 2018 5.0 Pros I love the control and overview Planhat gives me of our customer base - I can see everything I need to know about my customers in one location and take action. It's really important to have the entire company invested in customer success and Planhat allows us to do that. - Easy to use / User Friendly UI - Great team - Trust in APIs and ability to track usage - Ability to measure adoption Cons I am overall very happy with the service, no special cons to describe here.The possibilities of this service is vast, I may be missing out on some features that could be useful for me. Review Source GL Gabrielle L. CSM E-Learning Used the software for: 2+ years ### "Un outil indispensable !" December 13, 2023 5.0 Pros J'adore cet outil et ne pourrai m'en passer. Plus on a de clients, plus il est difficile de se souvenir de tout (l'écosystème, les outils, les actions précédentes et à venir etc.). Il est également facile d'avoir une vison globale de son portefeuille et d'analyser les risques. Cons Chez nous, chaque client a un portail personnalisé. J'aimerai pouvoir ajouter des données d'engagement utilisateurs sur la fiche de chacun de mes clients sur Planhat. Review Source RD Raphael D. Lead Learning Manager Professional Training & Coaching Used the software for: 1-2 years ### "Logiciel CRM à la hauteur" November 28, 2023 5.0 Pros \- interface intuitive : onboarding très rapide - gestion clients efficace : d'excellentes fonctionnalités pour le suivi et la gestion des interactions avec les clients. Cela m'a permis d'optimiser les relations clients et d'améliorer la fidélisation. - faciliter de prévoir des scénarios pour le suivi du cycle de vie clients Cons RAS à date, je n'ai pas eu à tester le support client, il m'est donc impossible de tester la réactivité du service Review Source MR Morgane R. Customer Success Manager Internet Used the software for: 1-2 years ### "Gestion des portefeuilles clients simple et intuitive ! " November 28, 2023 4.0 Pros J'apprécie Planhat pour l'agilité avec laquelle on peut personnaliser l'expérience en fonction de la manière dont on gère nos portefeuilles clients. Les vues statistiques sont aussi très détaillées. Cons Il y a souvent des soucis au niveau de la synchronisation avec nos agendas et nos boites de réception Google. Review Source IR Ingrid R. Customer Experience Manager Used the software for: 2+ years ### "Life saver and easy to use!" April 10, 2018 5.0 Daily work is so much easier with Planhat! Ensuring smooth onboarding of all customers and preventing churn has been the main features we're using! Pros That it's easy to use and that we can customise it based on our specific needs. Integrating it with our own product to track usage with the Health module was the best decision we made! Cons Initially some bugs, that I must say was solved impressively fast. Working for a Saas start-up myself I understand that bugs "comes with" and I appreciate how easy it has been to work with Niklas and the team to sort out the bugs. Review Source VR Verified Reviewer Product Manager Automotive Used the software for: 1-2 years ### "Quality Basic CSM tool" November 26, 2019 3.0 Overall it solved a few use cases for us but not enough for us to continue to use the software Pros It was good for a few of our use cases, but because we did not implement all the functionality it was not the best fit for us. Cons The UI was a little rough around the edges not very clean compared the the best tools out there Reason for choosing Planhat We chose planhat because of the integrations and the price point Review Source DA DREW A. Customer Success Manager Computer Software Used the software for: 6-12 months ### "Works as Intended" November 20, 2019 4.0 Overall, it solved a need at the time for our business. There are integrations and other aspects we definitely did not use to 100% capacity. The only issue I personally experienced was ease and speed of navigation. Pros I liked the ability to keep everything organized in one space as far as our Book of Business. The Conversations view was insightful with our Intercom integration. Cons It seemed to be slow sometimes in regards to making changes and navigating around. Namely, when your Book of Business is extensive there was no good way tom navigate from the List view, to a specific account, and then back to said List view. Review Source VR Verified Reviewer CFO Used the software for: 1-2 years ### "I think that Planhat is very user friendly, has a good price and a very responsive team. " April 15, 2018 5.0 A good overview of how our current customers are doing Pros The overview that the dashboards give. The team is very responsive to input and adaptations of the platform. Cons I would like to see integrations with ERP-system and cash-flow forecasting functionality. Some times the system loads a bit slow, but could also be our WI-FI. Review Source CS Chris S. Director Computer Software Used the software for: 1-2 years ### "Fantastic customer success software" September 12, 2018 5.0 We have been managing our portfolio of B2B SaaS clients. We now live in Planhat, manage our customers through it and get enormous visibility into user engagement and churn, and gain huge amounts of time back that we can use on more valuable work. Pros Planhat is a fantastic tool for managing high touch customers and automating processes for low touch customers. Having all our customer data in 1 place is a huge win, the user interafce is incredibly easy to understand and the team are great to work with. Highly recommend. Cons Nothing i really dislike - this is a solid product and strong team. Review Source VR Verified Reviewer Director of Customer Experience & Voice of the Customer Used the software for: 6-12 months ### "A sleek, easy to use and powerful tool that provides a clear overview to my CSMs" June 12, 2018 5.0 Pros Easy to use interface The insights tab with its clear overview of usage, adoption and ARR size All the integration capabilities The team behind Planhat that goes to great lengths to ensure our success Cons You need to be willing to spend time understanding how you as a company can best benefit from Planhat, which KPIs to prioritize etc. But this goes for all CS tools on the market and not only Planhat Review Source CF Christian F. Director Computer Software Used the software for: 6-12 months ### "Powerful customer success software for the enterprise" April 18, 2020 5.0 Fantastic! Its the most used tool for our customer success team Pros The customer data module that enables our teams to collaborate on different segments of our customer base. The analytics that are customizable for each user and the customer 360 view that helps us drill into each account . Cons There is a lot of functionality so it's important to enable the right features for the right users. Review Source Ashton B. Implementation Manager Automotive Used the software for: 1-2 years ### "Great Concept, but Buggy" March 25, 2019 3.0 Pros Being able to see where projects, or "playbooks" are at a glance is very nice, using a progress bar and % complete. It's simple and I love that. Cons Its young software, and you can tell. Very basic functions, like clearing all tasks, or posting a hyperlink don't work, or aren't developed. Their support is also overseas, which doesn't always translate very well with American companies when it can be tough to get a hold of people during normal business hours. Review Source HO Hanna O. Sr Director, Customer Experience Computer Software Used the software for: 1-2 years ### "Great customer success management platform" June 8, 2018 5.0 Reducing churn, more upsales. Insights into our customer data. Helps us scale our Customer Success organization. Pros Powerful technology and great people! The Planhat team really understand CS at depth. Their product is flexible and gives support through the entire customer lifecycle. From onboarding to auto-triggered messages, insights into your portfolio, health score and much more. Easy to use and easy to set-up. I also like the overview of the feature- level health score and their "user-tracks" where you can see health on a user-level. Cons Not much I can think of. If anything, I think its important to think through which features you want to have enabled - the product can do a lot of things. Review Source TM Thomas M. CSM Information Technology and Services Used the software for: 6-12 months ### "Versatile and easy to use" March 6, 2020 5.0 Essential tool in our daily work, easy to use. Would recommend 10/10 Pros Gives great overview of customer portfolio, allows to create workflows, segments and integrations. Cons Nothing to add here. Are great when it comes to user feedback. Review Source NJ Nicholas J. COO Used the software for: 2+ years ### "Very good and easy to use product" April 9, 2018 5.0 Overview and clear interface. Pros Easy, neat, straight forward. The support team is amazing. Always very quick in replying and accommodating. Cons Initially some bugs, but the now everything is working. There are so many more features that we wish to have, but I can at the same time understand that it is not possible for Planhat to do all. Review Source EN Enrique N. Cofounder Computer Software Used the software for: 6-12 months ### "Great experience using Planhat" April 18, 2020 5.0 In general our team had a great experience working with Planhat and their CS team. We definitely recommend it! Pros It's very user friendly, the metrics and dashboards were very useful to our team, to identify potential churn and work on it on time. The playbooks and lifecycle tools are easy to use and to adopt. They have a lot of native integrations which make the work easier as well. Cons So far nothing to report here. It's been an overall good tool. Review Source Similar Products Featured