In our evaluation, we have assessed the three platforms across the top 5 factors that are most important to consider when scaling Customer Success:
Visibility, health and analytics capabilities: Does the platform allow you to get a full view of all your accounts and understand their health?
Automation and digital CS capabilities: How well does the platform allow you to automate user journeys, eliminate manual data and put internal workflows on autopilot?
Project management and collaboration capabilities: How well does the platform allow you to collaborate with customers when managing mutual projects such as onboardings and implementations
Support and services: How responsive and helpful is the vendor when providing services
Pricing: How cost-effective and scaleable is the pricing model?
Vitally and Planhat are both solid Customer Success Platforms. For Customer Success teams looking for an alternative that can provide them with high customer data visibility along with an easy-to-use interface and white-glove services, Velaris is a great alternative.
Let’s break down the key points of difference between Vitally and Planhat so you can make an informed decision.
1. Visibility, health and analytics
Both Vitally and Planhat offer visibility and health management features that help CS teams organize, prioritize and proactively manage their customers. These features include:
→ Customer 360 view
→ Filters and segmentation tools
→ Customizable health scores
→ Reports on customer data and internal team performance
However, there are some advantages and disadvantages to each platform that buyers may want to consider:
Vitally
- Easy and quick integrations: Native integrations are simple to set up.
- Lack of pipeline dashboard: Vitally has no dashboard to track opportunities like expansions and upsells.
- Limitations in integrations: The integrations available are limited. Additionally, many tools do not integrate directly and workarounds are required.
Planhat
- Customizability: Planhat has customization options for visibility, with customisable setups, profiles, and workspaces.
- Difficulties with integrations: Integrations are limited, and some customers report issues with syncing.
- Challenges with Salesforce integration: Not all Salesforce data can be synced to Planhat, creating issues with customer data integrity
How does Velaris compare to both Vitally and Planhat?
- Customer data consolidation, filters and segmentation, 360-degree profiles, and customizable health scores: find every piece of customer data you need on a sleek and intuitive interface.
- Full visibility across multiple account layers: Your customer data can be organized into contact, account AND organization level hierarchies in Velaris, right out of the box. Additional layers and relationships can also be created through custom objects. Track your customers progress across lifecycle stages and get a quick view of recent activities.
- Unlimited integrations: Velaris will connect to any of your tools. If a custom integration is required, the Velaris team will handle the technical implementation for you.
- Lack of self-service reports: During implementation, the Velaris team will set up reporting dashboards for you. However, if you need to customize these reports, you will need to reach out to the team, who will update and publish the new versions within a couple of hours.
2. Automation, productivity, and digital CS
Vitally and Planhat both offer a suite of tools that help CS teams save time and scale their operations while retaining the human touch. These tools include:
✅ Automated messaging/email campaigns
✅ Product walkthroughs
✅ Automation builder
Once again, there are some advantages and disadvantages to each platform that buyers may want to consider:
Vitally
- Hubs: Vitally allows the creation of customizable internal workspaces where specific pages and views can be added. For example, onboarding hubs and account management hubs are commonly used workspaces.
- Notes: Important details from customer interactions can be documented using Vitally’s Notes feature. Templates for Notes are available to standardize documentation.
Planhat
- Snippets: Streamline notetaking and communications by automatically populating text instead of manually typing out commonly used sentences repeatedly.
- Limitations in automation builder: Planhat has several limitations in automation, including the inability to set recurring automations.
- Lack of AI: Planhat lacks features like AI account summaries and AI generated tasks.
How does Velaris compare to Vitally and Planhat?
- The most intuitive automation builder: Build automations on a Zapier-like drag-and-drop canvas. Automate entire customer journey flows, data entry tasks, and advocacy programs.
- Comprehensive set of AI tools that take manual work off your plate: Summarize customer communications, monitor customer sentiment and analyze tickets. All on autopilot.
- Automated email communications with Gmail and Outlook integration: Sync your email communications with your email service provider.
- Lack of in-app communications builder: Velaris only offers email communications at the moment.
3. Project management and collaboration capabilities
Both Vitally and Planhat offer project management features like task management and playbooks.
Here are a few more things to consider:
Vitally
- Mutual action plans: Vitally’s “Projects” work as shared success plans for customers and CSMs to collaborate on.
- Collaborative workspace: “Docs” in Vitally is a Notion-like space that can be used for collaboration and document sharing.
- Lack of automatic Success Plan KPI-tracking: Success Plans do not track outcomes automatically.
- Lack of AI writing assistant: Vitally does not have a built-in AI writing assistant to help with communications.
Planhat
- Centralized inbox: Planhat’s inbox gives access to every customer-facing conversation from a central, searchable inbox.
- Customer portal: Planhat has a portal that allows sharing of documents, dashboards and workflows.
- Complexity in playbooks setups: Although Planhat does offer playbooks, they are difficult to initially set up.
How does Velaris compare to Vitally and Planhat?
- Task management, success plans and playbooks.
- Automatic KPI-tracking for Success Plans: Track the impact of your projects and account plans in real time with KPIs that are updated automatically.
- Frictionless customer portal: Velaris’ customer portal comes with a widget that can be embedded in your product’s interface. This eliminates the need for your customers to log in to a separate workspace, and can instead access their portal tasks and messages through an in-app window.
- Lack of document sharing capabilities: Velaris does not yet offer the ability to share files and documents through the customer portal, although this feature is in development.
4. Training, support and services
Each vendor carries a slightly different approach to support and services. Here’s a full breakdown of their offerings:
Vitally
- Included support and training: Vitally has support and training included in the subscription.
- Knowledge base: Vitally provides an expansive library of self-service training resources from help center articles, live data assistance, templates.
- Lack of personalized consultations: Vitally leans towards self-service, meaning you may not receive support tailored to your needs.
Planhat
- Long implementation: Planhat typically takes 12-16 weeks to go live.
- Lack of access to services and support: It can be difficult to access Planhat’s consultancy services and support, with reports from smaller accounts in particular about inconsistent service.
How does Velaris compare to Vitally and Planhat?
- Effortless implementations: With an average go-live time of 4 weeks, Velaris’ implementation periods are at the top of the industry. You will have a dedicated team that will handle the heavy lifting on the technical side, even if custom integrations are required.
- Personalized onboarding + consultation: The Velaris team will consult with you to understand your specific needs and build out the early playbooks and automations for you, giving you a solid foundation to start on.
- Knowledge base: Access all our help articles within a searchable knowledge base.
- Responsive feature development: Velaris is highly responsive to new feature requests and suggestions for feature improvements.
5. Pricing
Vitally
Vitally has three pricing plans: Tech-Touch, Hybrid-Touch, and High-Touch. The Tech-Touch plan is meant for scaling with one-to-many & PLG Customer Success. The Hybrid-Touch plan is designed for scaling with any model of Customer Success. And the High-Touch plan is suited for scaling with one-to-one Customer Success.
All plans include Vitally Core Features, Unlimited Automations, Unlimited Observer Seats, Single Sign-on, Full Integration Library, and Unlimited Docs.
The average contract price according to Vendr is around $44,524.
Planhat
Planhat offers three packages: Start-Up, Professional, and Enterprise. The Start-Up package is ideal for emerging businesses. The Professional package is designed for growing companies, and offers more advanced features. The Enterprise package is suited for large organizations, and to manage complex customer success operations at scale.
Usage Metrics, Health Lab, Churn Management, Revenue Management, Advanced Projects, Sequences and Customer Portal are some of the highlights common to all packages.
The average contract price according to Vendr is around $71,570.
Velaris
Velaris offers a full suite of features for a flat base platform fee with 5 users. As their team grows, you can buy more user licenses for your CSMs, making Velaris a scalable option for fast-growing teams.
Final recommendations
To sum up, Vitally and Planhat are both good options for Customer Success teams looking to scale their operations. Both platforms offer visibility, health, project management and automation capabilities.
Vitally is a great choice for companies that need quick, easy integrations and efficient automation capabilities. However, it has some limitations in pipeline management, and Success Plan monitoring.
Planhat stands out for its project management and collaboration capabilities, but may require more effort to configure and lacks multi-layered account hierarchies.
In addition to Planhat and Vitally, Velaris is also a strong contender in the Customer Success space. Velaris’ Customer Success Platform offers all the capabilities that a high-growth CS team requires. Their customers also benefit from highly responsive, attentive and personalized service that adapts the platform to their specific needs, drives ROI fast and makes implementation easy.
