We have been busy these past few months, making sure we not only improve the performance of the system but also release new innovative functionality.
Below you can find the highlights of Planhat's new capabilities. Sit comfortably and take your time to read until the end, it's worth it! 😃
Sortable Board Views
Now you can select your favourite way to order your company cards in the Lifecycle board. Would you like to sort them based on MRR? How about based on time since they joined that phase?
Simple, just head to the top right corner and click the arrow to display the pop-up!
And for those of you leveraging the power of the sales pipe for Upsales or New Biz, this is also possible in the funnel board.
Customise your customer profile view
We know how important it is to bring all your important customer information into Planhat. To help prioritise and organise you can now manage the order of information on the grey/blue side panel and store non-critical information on the new Data tab. Go to your profile and 'Fields' to customise the order in which data points are shown and select them as featured or non-featured to display them between the side panel and Data tab.
Bulk actions on companies
A simple time saver! Often you need to take action on multiple accounts at the same time, so clicking through one by one can be tedious. Now you can head to the portfolio list view, select all relevant accounts and click actions to:
- Create a task on several companies, for the account owner;
- Add or remove a tag on multiple profiles;
- Define the account owner on multiple accounts.
Beta Zapier integration
You read it right, Zapier is in the house! 😎While generally we prefer native integrations, Zapier offers a host of short cuts and quick wins for everyone, and immediately opens Planhat up to 1000's of other apps. Some possibilities are available already, for example when you want to add companies to Planhat based on triggers or logging notes from your activities. Check out our article on it - we are working hard to expand the available options.
From the start you’ve been able to remove endusers from Planhat, completely removing the enduser and all their activities, conversations, etc. This is great when an enduser has been added by mistake, or if they need to be completely removed for privacy issues, compliance or similar.
Now though ,you can also archive End Users individually from their profile page, or in bulk from the list view.
Archived endusers may still get associated with new conversations and in the unlikely event we receive more tracking events for them, they will be saved. However the enduser will not show in People > List or in any searchrd. Archived endusers will also not count towards the “total users” metric under Usage Reports.
To see a list of archived enduser head to People > List > Archived (selected from the top like a Persona).
Should you for example want to archive all endusers that haven’t been involved in any conversations nor used the product for x months, simply create the corresponding persona and then archive in bulk.
Multiple profiles per contact
When the same physical person is a contact for multiple companies, they get separate enduser profiles in Planhat on each customer account so we can track user activities and more on the correct company. However, since in reality it's just one person you can now toggle between their different profiles from the enduser profile page and similar to group structures, choose to see all activities and conversations/notes in a single view.
This is in combination with the previous update allowing multiple (secondary) emails per contact which again added flexibility for numerous use cases.
Some other updates on contacts
We've also added other minor tweaks to help you streamline your tasks with contacts.
- You can email a contact directly from the company People tab, by clicking their email address, visible under their name;
- The People tab can be customised in terms of visible columns, just like the Portfolio List;
- Curious about online users? You now see a green dot throughout Planhat to flag when a user is currently online.
Tags on conversations and notes
You can now tag planned and logged activities in Planhat. Tagging certain emails, tickets or notes for example as “important” or “positive feedback” helps you find them later in the ever growing activity log. Tags are covered by the activity search (small search icon at the top of the activity list) so if you search for “important” for example, it will bring up any conversation where that word appears in the text or in tags. If you want the search to only look for matching tags simply type “tags: important” instead.
You can easily add and remove tags or customise the colour as you like. Tags are account wide so any tag created by one team member will be visible by others as well.
Templates for custom activity types
You can now add a default "content template" on custom activity types to ensure people record the right information.
For example, on a "QBR note" you can have a set of pre-defined sections automatically added to the body text field as soon as you select that type. This will help your CSM team optimise their time and ensure all relevant details are logged for an activity.
Managing Revenue in customer success is often a precarious balance of Excel sheets and pivot tables. We have been busy adding features to our Revenue module so Excel's can be forgotten and you can start making the transition between CS and Finance even more pain free.
First, the layout. In a company profile, the revenue tab is the command center of their recurring and non-recurring revenue. Here we have made the license / subscription details slide from the right when you click anywhere on it. You can also directly renew the license with one click.
Additionally, we've changed the forecasting process and made it more intuitive - it's difficult attributing a percentage to the likelihood of a renewal, so now you can add your best and most optimistic guess for the renewal value.
When it comes to flagging upsales/cross-sells or managing your sales process with prospects in the Sales Pipe, it just became easier to mark both types of revenue: recurring and non-recurring.
You can add details for initial or consulting fees, and any other fees that won't be recurring throughout the customer lifecycle. Check out how below:
- "Today" now marked on revenue charts;
- Renewal date available as a replacement tag in email templates;
- Logged churn visible in the company profile;
- Downgrade logging now available too!
- HelpScout integration added! 🚀
- Zendesk tickets display more information, in a conversation style.
- Triggered plays can be assigned to account owner/co-Owner or specific team member;
- Days in phase now available in triggers!
- Time format can be set in a 12h or 24h format (General Settings);
- Custom fields available for Opportunities and Churn;
- Improvements in the email editor
We are grateful for all the received feedback, advice and patience! Also the continuous learning with our customers - currently from 20+ different countries across 5 continents 🌍
So, hats off to you people! (pun intended!)