Hi Egan,We recently implemented Planhat and so far, so good. We have a dedicated Director of Digital CS who spent 80% of her time implementing for the first month, with some assistance from our SFDC Admin. The reliability of the integration with SFDC is quick and easy. Ongoing management sees about 50% of her time on Planhat builds and roll outs as we phase usage across our customer journey. Email integration is strong, on the automation side they could do with improving analytics and complex triggers for example "if they open this email + they take action in the product, then send them email B. If they don't open this email then send them email C". The Planhat team is small, nimble and really hands on and they've assured us this on their roadmap.
Ultimately there are many great tools out there. I've used Gainsight with great success and know many happy ChurnZero customers. It depends on the types of jobs you are looking for your team to do more of/ do better. At Chili Piper, we needed to zero in on Customer Onboarding and we felt Planhat was the strongest for this. If it would be helpful to you, you can check out my review of the market and borrow the RFP template I used in April 21 below.
RFP Template: https://docs.google.com/spreadsheets/d/1JBOWZ0UH9s9QGM7ACZSd7BjS5VTEBHoCB0r-Z_fqIh0/copy
Best of luck, I'm sure you'll make the right decision and happy to talk about anything further directly.Cheers,Gemma
VP CS Chili Piper
Wonderful conversation going on here. Great stuff.
I have no affiliation or relationship to promote with any CSPs.
From strictly my experience...
1. I've used and implemented CSPs, large and small.
2. I've build internal CSPs from CRMs: SFDC and Pipedrive.
Consider Option #2. At least give it a look.
You already have it in place. You already have the IP.
Hi Jeff,Thanks for the message.
I am the CS department right now so I think the custom option #2 wouldn't be possible.
You'd be surprised, Kev.
Adding workflows to your current CRM can be a lot less taxing than administering a completely new tool (as thoroughly mentioned by others, above) and building the necessary integrations, not to mention the change management ramifications.
Just food for thought.