Planhat vs Custify: What's The Right Choice For You?

Choose the right Customer Success solution for your team.

what to look for in a cs tool

Things to consider when choosing a Customer Success Platform

Customer data and health monitoring

A good CSP should be able to handle complex customer and data hierarchies so you can have full visibility over your customer base. It should also have robust analytics that help you monitor customer health so you can anticipate needs and be proactive.

Communication and collaboration tools

Assess whether the Customer Success Platform streamlines communication and collaboration with your customers. Make sure the capabilities fit your customer engagement model (tech touch, hybrid or high-touch).

Productivity tools

Every CSP needs effective account planning, strategising and automation capabilities so that you can do more with less.

Onboarding, Support and Services

Good support can make or break an experience using software. Make sure your vendor is able to provide you with the training and support you need to make the most of the software.

Pricing

Select the right pricing for your company size, stage and customer engagement model.

Planhat vs Custify: The TL;DR

Planhat
Custify
Planhat is a modern CSP that helps CS teams improve their workflows and understand their customers.

However, some limitations of the platform include:
❌ Limited automation capabilities
❌ Not very customizable and does not support multi-tier account hierarchies
❌ Not having account planning functionality
Custify is a lightweight CSP that helps CS teams organise and manage their customer data.

However, some limitations of the platform include:
❌ Only basic email functionality
❌ No opportunity tracking capability
❌ Limited functionality when managing account plans

Velaris: The Best Alternative for Planhat and Custify

Velaris is an intuitive, highly customisable and flexible Customer Success Platform built for teams with even the most complex operational requirements. With Velaris, you get all the standard capabilities of a CSP along with:

✔ Visibility over your accounts (we handle even the most complex customer hierarchies through custom and nested objects)
✔ A seamless native email tool and template builder
✔ A powerful drag-and-drop automation builder
✔ Easy account planning features with automatic KPI-tracking
✔ Unlimited integrations 
✔ A 4-week implementation on average 
✔ Our team does all the integration and set-up work for you

“It is like night and day; we now have complete visibility on our install base and are in touch with all of our customers using the automation.”

Marcos de la Cueva

"You guys have the best service I've ever had in any system or tool, normally when I ask for something to the other vendors, they take weeks to get back and say they will look into it, you guys get back in hours and actually get it done!"

Stefan Kalum Mikkelsen

"I’d been searching for ages for a comprehensive and customisable client success and operations platform when I came across Velaris, and it has been a lifesaver!"

Taran Hercules

Planhat vs Custify vs Velaris: The Full Breakdown

Here’s a closer look at the differences between Planhat, Custify and Velaris:

1. Customer Data and Health Monitoring

Planhat

Planhat

Planhat

Planhat

Planhat

Planhat

Planhat

Planhat

Planhat

Planhat

Planhat

Planhat

Custify

Custify

Custify

Custify

Custify

Custify

Custify

Custify

Custify

Custify

Custify

Velaris

Velaris

Velaris

Velaris

Velaris

Velaris

Velaris

Velaris

Velaris

Velaris

Velaris

Custify

Velaris

Visibility of accounts

Accounts and contacts only

Accounts and contacts only

✔️

3 predefined layers (contacts, accounts and organisations) + custom layers

Health scoring

✔️

Customizable health scores at account level and customizable across segments

✔️

Customizable health scores at all account levels and segments

✔️

Customizable health scores at Organisation, Account and Contact levels as well as by Lifecycle Stages and other customer segments

Usage analytics

✔️

✔️

✔️

No need to rely on third-party usage software

AI-based Sentiment
Analysis

✔️

AI-powered automatic sentiment analysis

Surveys

NPS only

✔️

NPS and CSAT

✔️

NPS, CES* and CSAT

* coming soon

Reporting

Confusing, complex and limited dashboard setup

Limited customisation and low flexibility

✔️

Custom dashboards with CSV export

Segmentation

✔️

Unlimited segments

✔️

Unlimited segments

✔️

Unlimited segments

Churn management

✔️

Automatic churn warning

✔️

Automatic churn warning

✔️

Automatic churn warning

Expansion/Upsells
pipeline dashboard

✔️

”Opportunity Pipeline” feature

✔️

”Pipeline Management” feature

Storyboarding tool

✔️

Create storyboards and presentations like in Figma and Miro

Customizability

Low customizability

Low customizability

✔️

Highly customizable setup including ability to create custom objects

Integrations

Limited integrations, limited bi-directionality and issues with syncing reported

39 integrations, limited bi-directionality and issues with syncing reported

✔️

Integrate with any tool in your tech stack

Having [Velaris as] one source of truth is game-changing. The fact that it integrates easily into most of the tools we use such as HubSpot, Intercom makes updating customer information easy and information sharing across the business didn't need the process to be reworked. It all just works. It saves us time, effort and makes us way more efficient and productive.

Stephanie Hanakova
Staysafe

2. Productivity capabilities

Planhat

Planhat

Planhat

Planhat

Planhat

Custify

Custify

Custify

Custify

Velaris

Velaris

Velaris

Velaris

Custify

Velaris

Tasks

No comments/ internal notes, no time tracking

Basic

✔️

Tasks with rich-text notes and time

Triggered playbooks
for key processes

Complexity in playbook setup

Difficult to use

✔️

"Playbooks" feature

Success Plans with
automated KPI tracking

✔️

"Success plans" feature

Action Items (AI)

✔️

Actions items are generated automatically from customer communications

Automation

Limited automation and complex automation builder

Limited automation and complex automation builder

✔️

Robust automation capabilities with an intuitive drag-and-drop automations builder

A comprehensive, effective, and flexible platform that gives us the tools to work closely and efficiently with our customers. The platform has increased team productivity due to its automation abilities and task management.

Lauren C.
Circular

3. Customer collaboration/engagement tools

Planhat

Planhat

Planhat

Planhat

Planhat

Planhat

Custify

Custify

Custify

Custify

Custify

Velaris

Velaris

Velaris

Velaris

Velaris

Custify

Velaris

Collaborative customer
workspace

✔️

Customer Portal - no widget

✔️

Customer Portal - no widget

✔️

Connect by Velaris with a widget so that your customers don't have to log in to two different systems

Native email tool

✔️

✔️

✔️

Email template builder

✔️

Build email templates with beautiful designs

Automated bulk email
campaigns with
analytics

✔️

✔️

Automated email campaigns with robust analytics

Shared inbox for all
customer communications

✔️

Built-in AI writing assistant

✔️

One of the best things in Velaris is that we can create different workflows and automate everything to control the communication in every step of our pipelines.

Alejandro Miranda
Viterbit

4. Support and services

Planhat

Planhat

Planhat

Planhat

Planhat

Custify

Custify

Custify

Custify

Velaris

Velaris

Velaris

Velaris

Custify

Velaris

Time to go live

12-16 weeks

6 weeks

4.1 weeks

CS Ops consultation

Difficult to access consultancy services according to some reviews

✔️

Included in subscription

✔️

Free consultation services on how to set up and optimise CS Ops

Support

Difficulty accessing support reported

Difficulty accessing support reported

✔️

Included in subscription

Training

✔️

Included in subscription

✔️

Included in subscription

✔️

Included in subscription

Implementation
services

✔️

Available. Chargeable depending on custom integration requirements

✔️

Available. Chargeable depending on custom integration requirements

✔️

Available. Chargeable depending on custom integration requirements

Velaris is an amazing product but their people/team is their best asset. The implementation was really easy and smooth. They have integrated with our Hubspot, intercom and our product easily. During and after implementation, they went above and beyond to help us not just with Velaris but improving our internal CS processes and helping us to be a better CS team

Burhan Kaynak
Staysafe

5. Pricing

Planhat

Planhat

Planhat

Planhat

Planhat

Custify

Custify

Custify

Custify

Velaris

Velaris

Velaris

Velaris

Custify

Velaris

Variable costs (no of emails,
automations, customers,
contacts)

Yes. Based on automations, emails and number of customers

Yes

No

Onboarding fee (training
and change management
services)

Yes

No

No

Model

Dependent on size of customer base and revenue. Includes all users

Custom pricing

Annual base rate + per-user rate

Free trial

Start-up discount

See why Velaris is the best choice for you
Request a demo
WHY us?

Reasons CS teams choose Velaris over Planhat and Custify

REASON 1: we move fast
Done-for-you set-up, in record time

You can leave the implementation to us. We set you up in weeks - not months - so you can hit the ground running without having to bother your tech team.

REASON 2: DRAG-AND-DROP AUTOMATION
Automating CS has never been this easy

Build flexible, advanced automations with drag-and-drop building blocks. Easy visualisation, no coding, no extra tech.

REASON 3: success plans
The only CSP that automatically tracks KPIs for your account plans

With Success Plans, you can create custom account plans for each customer with key tasks, milestones and automatically updated KPIs.

REASON 4: ARTIFICIAL INTELLIGENCE
AI-powered task management and analytics

Velaris AI will give you quick insight on how your customers feel, help you understand customer pain points across channels, and automatically generate to-dos from customer communications.

REASON 5: CUSTOMER PORTAL WIDGET
A shared workspace to collaborate with customers - without signing into yet another system

With our Connect widget, you’ll never have to chase action items on long email or Slack threads again. Overlay action items such as onboarding tasks on your product interface, and get things done faster.

REASON 1: WE MOVE FAST

Done-for-you set-up, in record time

You can leave the implementation to us. We set you up in weeks - not months - so you can hit the ground running without having to bother your tech team.

REASON 2: DRAG-AND-DROP AUTOMATION

Automating CS has never been this easy

Build flexible, advanced automations with drag-and-drop building blocks. Easy visualisation, no coding, no extra tech.

REASON 3: SUCCESS PLANS

The only CSP that automatically tracks KPIs for your account plans

With Success Plans, you can create custom account plans for each customer with key tasks, milestones and automatically updated KPIs.

REASON 4: ARTIFICIAL INTELLIGENCE

AI-powered task management and analytics

Velaris AI will give you quick insight on how your customers feel, help you understand customer pain points across channels, and automatically generate to-dos from customer communications.

REASON 5: CUSTOMER PORTAL WIDGET

A shared workspace to collaborate with customers - without signing into yet another system

With our Connect widget, you’ll never have to chase action items on long email or Slack threads again. Overlay action items such as onboarding tasks on your product interface, and get things done faster.

“Velaris is changing the game for Client Success and operations!”

Taran H.

“Flexible platform and perfect for day-to-day operations in CS”

Emma R.

“A must-needed tool for your success team!”

Jose Carlos V.

“Scalable Solution, Excellent Team, Integrates with Anything”

Darren O.

48%
reduction in TTV
35%
more expansions
300%
increase in identified expansion opportunities
130%
NRR

The flexible Customer Success Platform that gets your CS Ops in order.

Built for high-growth CS teams who want to scale their operations with twice the speed and half the stress.

Request a demo