Welcome to Planhat! 👋
Our Customer Success platform is where you will be managing your customer's lifecycle activities, revenue and growth going forward. This article will help you get started with some simple steps to ensure you are set up for success from the get-go.
Some tips and tricks
Look for the 📝 symbol to get fully set up.
1. Connect your Email and Calendar
Sync your e-mail and calendar for easier workflow management, activity records, task creation and better transparency.
📌 Important to note: Planhat will only sync emails and calendar events with customers, so do not worry about your personal correspondence showing up. We can also remove specific domains from the sync for further privacy if needed, just let us know!
✔️ All customer communication is accessible in one single place, even if someone is on holiday, on maternity leave or left the company
✔️ All your customer meetings and tasks in one easy overview
✔️ Contacts will be created automatically when you are contacted by someone new with a known email domain
✔️ Planhat does not intend to replace your email provider but will make your life easier by allowing you to apply email templates or create the exact email contact list you need
📝 Sync your e-mail or calendar with Planhat:
Go to your profile page by clicking on your avatar in the bottom left-hand corner
Click on the EMAIL or CALENDAR tab in your top bar
Click the "Enable email sync" or "Enable calendar sync" button
Select all email folders relevant to your customers and click "Update Sync Settings" (make sure to have INBOX and SENT folders selected at a minimum). Note that this can take over 10 minutes at the first sync!
Choose your calendar and click "SAVE"
📣 Pro tip: If you would like to sync certain Planhat tasks back to your Google calendar you can do so by following the guidelines under "SAVING PLANHAT TASKS TO CALENDAR". More details are available here.
📝 Create your own email templates
Often times we send the same email over and over again. Now that you have your email synced in Planhat, you can also save your email templates for a more efficient workflow.
When you open the email creator you can access those previously created templates by clicking on the template icon on the bottom menu. The same menu will allow you to save your current email as a template, as well. Just follow the steps in the video below.
🚀 Quick tips:
If you are an Admin in Planhat, you can save public and private templates
The easiest way to pull up email creator is by clicking Option+C (Mac) or alt+C (PC) and then this window will follow you across all tabs so you can toggle between tabs to find all the information needed for your email
📣 Pro tip: To personalise the email templates you can also use merge tags.
2. Set up your Notifications and see your To-do list
Proactively engaging with your customers is key to CS. Planhat should help you easily prioritize actions with your customers. This means being notified of any changes as well as seeing your Tasks in one easy view.
In the Actions module, there are two different tabs:
Updates: Shows notifications and @mentions which require your attention but are not necessarily urgent.
Activities: Shows your to-do list with meetings from your calendar and tasks that are automatically or manually created in Planhat (eg. playbook-actions, tasks triggered based on lifecycle changes, changes in usage, etc)
📝 Set up your Notifications
You will quickly develop the habit to check the Actions module regularly but by default, you will also receive your notifications via email. You can set your notification preferences in the Actions tab in the way that suits you best (email, desktop or slack). Have a look and personalise it to make sure nothing slips between the cracks!
📣 Pro tip: If you are using Slack, setting your notifications to your own private slack channel is easy to do and provides a great experience in just a few steps.
Read more about our Actions tab here.
3. Manage your Portfolio
Proactive, churn-busting portfolio work is a breeze inside Planhat and we have several ways to get all the portfolio insights you need.
1. Let's start with the Data module
In this unified and fully-customisable view of your customer data, we combine revenue, health, usage, product, and conversation data so you can quickly understand where you should be focusing. Your Planhat admin will have created plenty of public filters in the Data Module already. Here are some examples:
identify ideal candidates for early renewals,
find accounts where usage and health are dropping to prevent future churn,
manage customer lifecycle phases,
seek healthy accounts to grow your portfolio.
📝 Use your own Portfolio Filter
The "My Portfolio" view is a user-dynamic filter which makes it easy for you to filter your portfolio. Find out how your admin can set this up here.
🚀 Quick tip: You can personalize your view in the Data module by clicking on the Manage table icon and selecting fields which are relevant for the segment you're looking at. Each segment can have different applicable field views.
2. The Bubble Room
The Bubble room is the best way to visually understand your entire portfolio. It is found inside your Customer Intelligence module.
As you can see from the image above, you can control the axis to visualize different scenarios and find those customers that need your attention.
For example, here we are looking at customers set against the renewal timeline and when we last interacted with them. The size of the bubble is defined by the value of the customer, while the colour displays their health. Microsoft is in red because they are coming up for renewal in less than 3 months and we have not spoken to them in over 6 months. Maybe we should call them? 😉
🚀 Quick tip: The Bubble Room is fully interactive: you can click on the customer's name to go to their Account Profile or you can highlight a quadrant to see all the companies in that section and bulk add a Task. The list of companies will display directly under the chart.
3. The Customer 360 view
The final way to visualise data is by going on the individual customer 360 profile. This provides an overview where you can see current, historical and future insights into the customer's recurring revenue, health, usage and all activties and tasks (both planned and completed).
The left-hand panel view is customised for your needs with pertinent information while the right-hand side view changes based on what you need to do with that customer.
The basic tabs are:
Overview - Overview of all usage, health and customer interactions (emails and tickets) in one place. This is also the place where you will see future tasks, ongoing playbooks and past activities with that customer.
People - your contacts page allows you to get a summary of end-users on the account
Revenue - all revenue data for this customer in one place and over time [Note this is only available to customers who have purchased our Revenue module]
Usage - detailed historical charts of product usage over time to help you understand a customer's interaction with your own product
Data - Any other relevant data you might need
Please note this view is highly customisable and your view may differ from this.
Finally, don't forget we provide in-app chat support so if you have questions, navigate to the right-hand side of the screen and ask our fantastic Support team.
4. Tips and tricks to get started
Check out these articles to make the most out of Planhat!