Planhat
Swedish customer platform that combines customer success, CRM and professional services on one data model
Quick Overview
| Company | Planhat AB |
|---|---|
| Category | Customer Success Software |
| Headquarters | Stockholm, Sweden |
| Founded | Not stated |
| EU Presence | Yes - Sweden (EU) |
| Data Location | Google Cloud Platform; region not stated on the pages checked |
| Open Source | No |
| GDPR Compliant | Yes |
| Self-Hosting | No |
| Main Features | Unified customer data model, time-series metrics, workflow automation, project and task management, NPS surveys, email and call intelligence, AI agent (Pi), CRM and PSA modules, open API |
| Pricing | Pricing on request; packages for CRM, customer success and PSA, with paid add-ons |
| Best For | Larger SaaS customer success teams that want one platform for success, renewals and services |
| Replaces | Gainsight, Totango, ChurnZero |
Detailed Review
Planhat started as a customer success tool and now describes itself as a commercial platform: customer success, a sales CRM and professional services software sit on the same data model. The capability pages list five layers: governance, data, intelligence, action and collaboration.
The privacy policy names Planhat AB, registered in Stockholm, as the controller for European and UK data protection law, and its terms of service apply Swedish law and Swedish courts unless an order names the US group company instead.
One Data Model for Success, Sales and Services
Planhat unifies CRM and revenue data with conversations, documents and time-series data into one model of the customer. That model is the base for health tracking, renewals and the CRM module, so a customer success manager and an account executive look at the same records.
The action layer adds workflow automation, project and task management, NPS surveys, email and call intelligence and timesheets, which is why the same product is sold to professional services teams.
AI Agent Work
Planhat introduced Pi, which it calls a multiplayer customer agent, with variants for customer success, renewals, sales, account management and support (beta). The vendor says it was rolling out to a limited set of users first.
Its terms treat Planhat as the provider and the customer as the deployer under the EU AI Act, and state that AI content is processed by model providers within the same regional infrastructure as the customer instance.
Contracting Entity and Hosting
The terms state that the contracting Planhat group company is named in the Order Confirmation. Planhat AB contracts under Swedish law; where Planhat, Inc. is named, Delaware law applies. Check the order form before signing if EU-only contracting matters to you.
Planhat runs on Google Cloud Platform and holds ISO 27001 certification, according to its security page. The page does not name a hosting region.
Limitations to Consider
Planhat does not publish prices, so budgeting needs a sales call. Its terms allow a US group company (Planhat, Inc.) as the contracting party, and the website footer is labelled Planhat inc., so confirm the entity on your order. The security page names Google Cloud but no region. The wide scope (CRM, services, AI agents) means configuration effort; Custify or Skalin are narrower tools.
Who Should Use Planhat
Mid-size and larger SaaS companies that want customer success, renewals and services on a single data model from a Swedish vendor and are willing to negotiate pricing.
Pros and Cons
Pros
- Swedish controller entity named in the privacy policy
- Customer success, CRM and PSA on one data model
- ISO 27001 certification stated
- Open API and MCP server for AI tools
- Swedish law and courts apply by default
Cons
- No published pricing
- US group company possible as contracting party
- Hosting region not stated
- Broad platform needs configuration
Alternatives to Planhat
Other European customer success software worth comparing before you decide:
Custify
Romania · Customer success platform with data stored in Germany
Skalin
France · AI health score and playbooks with public monthly pricing
Velaris
United Kingdom · AI agents on a customer context graph for B2B SaaS
Customerscore.io
Czech Republic · ML health scoring with ARR-based pricing and EU hosting
See all European customer success software or compare them directly against Gainsight on our alternatives page.
Frequently Asked Questions
Planhat AB is registered in Stockholm and is the data controller named in the privacy policy. The terms also provide for Planhat, Inc. as a contracting entity, so the order confirmation decides which company you contract with.
No. The pricing page lists packages for CRM, customer success and PSA with add-ons, and asks you to enquire.
It also sells a sales CRM and professional services software on the same data model, plus NPS surveys, project management and an AI agent called Pi.