Planhat

Planhat is a customer relationship management (CRM) platform that manages the entire customer lifecycle from awareness to onboarding and renewals. It centralizes various forms of business data in one place and focuses on AI-based workflow automation. The software combines a range of functionalities to streamline CRM, such as time series analysis, unified data models, personal workspaces, portals, and conversational AI. It also incorporates AI-powered data capture, sales pipeline management, and data consolidation.

Planhat Use Cases 

Based on our analysis of Planhat features, capabilities, and marketing positioning, we have identified its real-world use cases.

Standardizing Customer Onboarding Across Multiple Teams 

When B2B companies are managing complex customer implementations, they may struggle with critical processes like sales handovers, implementation tasks, customer communications, and product adoption data all sitting in separate systems. Planhat’s Onboarding functionality unifies project and resource management, time tracking, product analytics, and customer collaboration into one workflow. This allows teams to connect onboarding with sales handover, issue tracking, and renewal management. As a result, owners can follow through the entire customer lifecycle.

Defecting Accounts At Risk Before Renewal 

Managing large portfolios may cause customer success teams to miss early warning signs when they review declining usage, negative customer conversations, and other risk indicators separately. With Planhat’s Health Scores and Conversational AI, customer data can be combined with sentiment from communication data like emails, chats, and call transcripts. This helps teams identify changes in relationship health. From these signals, teams can trigger automated churn-risk procedures, assign follow-up actions, and prioritize accounts requiring intervention. 

Identifying Expansion Opportunities From Product Usage 

For Account Management and Customer Success teams, simply knowing that customers are using a product is not enough. They need a systematic way to determine whether that usage presents an opportunity for expansion. Planhat tackles this with its product analytics, intelligent pipeline tracking, and expansion workflows. These connect usage and intent signals with commercial processes. Wherever data indicates such opportunities, teams can review usage by customer or segment, coordinate with sales, and track the opportunity through the commercial process.

Managing Renewals With Repeatable Workflows 

Customer Success Operations teams that are handling hundreds of renewals may be relying on an individual CSM to remember contract milestones, risk checks, and follow-up activities. Renewal Management is how Planhat automatically applies a set number of days to a predefined sequence before a renewal date – including the steps required for approval confirmation and processing. As a result, teams can connect renewal activity with health scores and other customer signals to focus their attention on accounts that show a higher churn risk.

Scaling Customer Support Across A Large Portfolio 

Maintaining consistent engagement without manually reviewing every account can be tough for customer support teams that support a large number of lower-touch customers. Through Planhat’s Scaled Customer Success capabilities, automated sequences, and workflows, teams can standardize recurring interactions like new-user onboarding, product training, and targeted communications. For example, teams can create automated campaigns for relevant customer cohorts while reserving CSM intervention for accounts that produce meaningful health, usage, or engagement signals.

Is Planhat Right For You? 

If your customer success team consistently manages complex customer lifecycles, has to centralize customer data, and automate recurring processes, then Planhat might be useful for your organization. This software is a good fit for organizations that have outgrown basic customer management tools and are actively looking for a way to adapt to more informed customer operations. It is particularly useful when multiple teams have to work and collaborate on the same customer information.

Instead of relying on the same process for every account, it lets teams configure the platform around their own operating model and tailor it to their organizational workflows. While it may not be suitable for smaller teams that have relatively straightforward customer workflows, its flexibility and process customization make it a viable option for more technical teams. Businesses may also feel more secure knowing it is SOC 2 Type II and ISO27001 certified and uses AES 256-bit encryption.

Still unsure about Planhat? Our customer support team can help you make the right choice. Contact us now at (661) 384-7070.