Planhat is a powerful customer success tool and can be configured in many different ways to fit your customer success setup.
Let's get you started with the basics you will need to get up-and-running with Planhat. In this guide, you will find our recommended initial steps for getting your company set up in Planhat, and from there you can choose to learn about other modules of Planhat.
Syncing your Customer data and Emails to Planhat
Making your data easy to use in Planhat
Getting some Quick Wins from Planhat!
Step 1 - Syncing Your Customer Data to Planhat
This is an obvious first step, but key is determining what data matters and where you can best access it.
High level, we believe there are 5 types of data that add value to Planhat. You can learn more about them here, but in summary they are:
Customer Data - who your customers are.
End User Data - who your contacts and users are
Revenue Data - how much they are paying and over what time period
Conversation Data - your customer communications, like emails and tickets.
Product Usage Data - how they are using your product.
🚀 Quick tip: As an Admin, your first goal should be to get 3 of these data types into Planhat.
There are several ways you can bring your customer data in:
Manually adding data - This can work well if you have less than 100 customers. You get full control over the data entry and it's also a great opportunity to clean up your data in case it's not 100% organized today. Also, depending on how many new customers you're adding, you can add a new customer as they sign up!
Excel imports - download our import templates by press "Alt / Option + n" or click the "+" sign above your avatar in the bottom left hand corner of Planhat, and then click on the data type you want to import. This will download the relevant templates. For a detailed guide to importing data check out this article 👍.
API & Tracking Script - Depending where you store your customer data, you might find a simple POST to our API the most convenient solution. Likewise, for Product Usage data, your team may choose to use our simple tracking script. For authentication and other API details please see our online technical docs.
CRM - If you already have clean customer data in Salesforce, Hubspot or Pipedrive and would like the platforms to sync, this would be the right option. Find information about our Salesforce integration here, our Hubspot integration here and our Pipedrive integration here.
Integrations - alongside CRM integrations, Planhat has a range of no-code easy to use integrations for tools like Zendesk, JIRA, Freshdesk, Mixpanel, Pendo and many more.
Your CSM will work with you during your Kick Off call to determine the best source of each data type so we can get your data in quickly and accurately.
Getting Your Email’s Integrated
If you're using Gmail or Outlook, syncing your emails with Planhat takes only a few minutes and is a very easy quick win for your team. Integrating email is controlled by each individual user and all they need to do is:
Hover over the avatar in the bottom-left hand corner
Navigate to your profile
Select the Email tab
Enable access and select the folders you would like to sync with Planhat
Step 2 - Making Your Data Easy to Use
Once customer data is in Planhat your aim should be to make it as accessible as possible to both your CS team and any other team thinking about your customers. (note - this should be every team!)
It's easiest to think about this process on 2 levels:
Organizing data at a Portfolio level
Organizing data at a Company Profile level.
At a Portfolio level, data is made easy to use by structuring it into Folders and Filters.
Folders and Filters help you group similar types of data, for example, all customers with a renewal in the next 90 days or all End Users that are decision makers. It makes the most sense to create filters on Company, End User and License level first as they tend to be the most value creating. Here are some suggestions:
Company: Filters by ARR / MRR, Geography, Use Case, Objectives, Industry, Renewal
End User: Filters by Role, Location, Relationship Strength, Usage
Licenses: Filters by Value, Length, Renewal, Auto-Renewal, Products.
When building your filters don't forget to think through which data columns make the most sense to show per filter. These can be pre-set so everyone accessing the filter see the same relevant data points. (blue box below).
At a Company Profile level, organizing your data is mainly about the Fields and Calculated metrics you display, and where you display them.
Use the left hand panel of the Overview and End User tabs to display the really critical customer information your team should think about daily (pink box below). Data which is less critical on a daily basis should be placed on the "Data" tab (blue box below). You control this by using the 'Featured' toggle when setting up a field.
🚀 Quick tip: It's easy to over focus on quantitative fields like what is the renewal date, but don't forget to create softer fields to capture things like relationship strength or customer objectives.
Step 3 - Getting Some Quick Wins!
Setting up your Health Score(s)
The concept of a Health Score is critical to customer success and methodologies around how to reduce churn and identify up-sell opportunities. If set up properly, it will help your teams understand where to focus. It’s also a great way of clarifying the value you provide to your customers and setting goals for your customer success team.
Take some time to discuss internally which KPIs you want to track (the KPIs will together make up your overall health score). Be as specific as possible and try to put a weight to each KPIs.
When you are ready to get your Health Score setup, just watch the video below.
2. Setting your Customer Lifecycle Phases
This one is very easy but also foundational to a CS strategy. To set your Lifecycle Phases, click the bottom left avatar (you find all settings here) and navigate to Lifecycle. This article provides more details.
When you have the basics all set up and ready to go, you can start on setting up your Playbooks, Triggers, and your other Integrations with Planhat.
There are several different modules that you can turn on or off as your customer success practice becomes more sophisticated.
🚀 Quick tip: if you are looking to help your customer success organization and other Planhat users get onboarded with their new, shiny CS tool, use this new user starter pack to help them get there.