What users are saying about
17 Ratings
Top Rated
381 Ratings
17 Ratings
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Score 7.1 out of 100
Top Rated
381 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Accelo

Accelo is a system that can do it all. It's extremely sophisticated. Depending on the sophistication of your organization, or specifically the abilities of the people you put in charge of the implementation, it can almost be too sophisticated. It all just depends on your situation. The more you use it, the more data you give it, the more you'll be able to see and do. It's incredibly powerful. But it's definitely not a tool that would be appropriate for smaller boutique type organizations that have only basic needs.
Charles Fashana, MBA | TrustRadius Reviewer

Gainsight

Gainsight is great if there are multiple data sources that aren't easily viewed in a combined way or if users do not have access to all these data sources. Gainsight provides a way to get this information into one area that is easy to view by anyone that is involved with the account. It also allows for data back to other systems like Salesforce which is important for contributors that may not be in Customer Success. Gainsight is helpful for automation as well as building scenarios with a specific goal in mind - all of which helps with scaling across segments.In other areas, Gainsight can be harder for users to adopt if they are used to different workflows like working from support cases or direct email. It also doesn't have much machine learning that would increase the ability to automate workflows. If your product isn't true SaaS you can't make as much use of some of the areas of Gainsight that work well with usage data. Gainsight is also good for workflows that produce an output - an email, a survey, etc. - but not as good with taking inputs from customers.
John Applebaugh | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Accelo
7.2
Gainsight
Task Management
Accelo
8.7
Gainsight
Resource Management
Accelo
7.8
Gainsight
Gantt Charts
Accelo
7.7
Gainsight
Scheduling
Accelo
5.6
Gainsight
Workflow Automation
Accelo
7.0
Gainsight
Team Collaboration
Accelo
6.1
Gainsight
Support for Agile Methodology
Accelo
6.8
Gainsight
Support for Waterfall Methodology
Accelo
4.8
Gainsight
Email integration
Accelo
6.4
Gainsight
Mobile Access
Accelo
7.2
Gainsight
Timesheet Tracking
Accelo
9.3
Gainsight
Change request and Case Management
Accelo
7.1
Gainsight
Budget and Expense Management
Accelo
8.6
Gainsight

Professional Services Automation

Accelo
7.8
Gainsight
Quotes/estimates
Accelo
7.2
Gainsight
Invoicing
Accelo
8.2
Gainsight
Project & financial reporting
Accelo
8.6
Gainsight
Integration with accounting software
Accelo
7.3
Gainsight

Security

Accelo
Gainsight
8.5
Role-based user permissions
Accelo
Gainsight
8.5

Platform & Infrastructure

Accelo
Gainsight
7.8
API
Accelo
Gainsight
8.5
Integration with Salesforce.com
Accelo
Gainsight
8.1
Integration with Marketo
Accelo
Gainsight
7.2
Integration with Eloqua
Accelo
Gainsight
7.2

Customer Data Extraction / Integration

Accelo
Gainsight
8.6
Product usage
Accelo
Gainsight
8.7
Help desk / support tickets
Accelo
Gainsight
8.6

Customer Success Management

Accelo
Gainsight
8.4
NPS surveys
Accelo
Gainsight
8.5
Sponsor tracking
Accelo
Gainsight
7.2
Customer profiles
Accelo
Gainsight
8.6
Automated workflow
Accelo
Gainsight
8.4
Internal collaboration
Accelo
Gainsight
8.3
Customer health scoring
Accelo
Gainsight
8.9
Customer segmentation
Accelo
Gainsight
8.7

CSM Reporting & Analytics

Accelo
Gainsight
8.8
Customer health trends
Accelo
Gainsight
8.8
Engagement analytics
Accelo
Gainsight
8.9
Revenue forecasting
Accelo
Gainsight
8.7
Dashboards
Accelo
Gainsight
8.8

Pros

Accelo

  • Timing Client Work: You are able to better manage your time on your clients.
  • Housing Client Info in one Area: You can view all you need for any given client in one area.
Anonymous | TrustRadius Reviewer

Gainsight

  • Customer health score, which basically models how well your customers understand, and drive value, from your product.
  • CTAs, which you can trigger to your CS team in order to help them proactively reach out.
  • MDA, which flattens your objects across Salesforce, Marketo, Mixpanel....etc and let's you create rules (or flows) to trigger different events and field updates.
✔Robert Riegel | TrustRadius Reviewer

Cons

Accelo

  • Cumbersome processes - feels like tasks take longer than they should.
  • We gave up on the Projects module, it was rather unintuitive. Switched to JIRA, which integrates with the Support module of Accelo.
  • Each email address requires a new contact. If one person uses multiple email addresses to contact you, that info will have to be spread across multiple contacts.
Ryan Freeman | TrustRadius Reviewer

Gainsight

  • Admin tab has lots of tabs and sub categories in each tab. If you don't spend a whole lot of time in a certain category then it can take a while to find the info you're looking to update/change
  • CTA updates. In our instance we use CTA's very heavily and we would like the ability to create rules that automatically update the status of a rule. Currently you can create rules to close a CTA but you cannot create a rule to change an open status to a different open status.
Mark Peterson | TrustRadius Reviewer

Likelihood to Renew

Accelo

Accelo 9.0
Based on 1 answer
Looking forward to seeing more refinement of features provided and upcoming features promised :)
Brendon O'Sullivan | TrustRadius Reviewer

Gainsight

Gainsight 7.4
Based on 14 answers
Great tool and we've spent a lot of time getting it up and running. Unless something else comes a long that does a similar function for less money we will consider jumping cause we are always looking to save budget where we can. Till then I think we are satisfied with Gainsight at the moment.
Vinny Poliseno | TrustRadius Reviewer

Usability

Accelo

Accelo 7.0
Based on 1 answer
No answer on this topic is available.

Gainsight

Gainsight 7.1
Based on 11 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael | TrustRadius Reviewer

Performance

Accelo

Accelo 10.0
Based on 1 answer
No answer on this topic is available.

Gainsight

Gainsight 6.4
Based on 2 answers
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen | TrustRadius Reviewer

Support Rating

Accelo

Accelo 7.3
Based on 4 answers
From the beginning the Accelo team has been very invested in ensuring our success and overall happiness with the platform. The initial implementation specialists and trainers did a fairly good job of learning our company and needs, and tried to tailor the trainings accordingly. However, once we made the formal switch to the platform, meaning we no longer were using our legacy systems, we found that we had a lot of questions....and a lot of ideas and recommendations. The support team is extremely responsive and seemingly happy to receive our continual feedback. And if we encounter an issue that seems to be a system issue, they work diligently to fix it (we've actually had an engineer join a call with us to learn of the issue - and subsequently fix it)
Charles Fashana, MBA | TrustRadius Reviewer

Gainsight

Gainsight 8.0
Based on 252 answers
The support team is wonderful! They are very responsive to questions and never just send you a link to a support article. They also have AMAZING documentation! They keep it current throughout all the iterations and changes and do a great job having content created before you know you need it. Did I mention that when needed, they take actual videos of the solution so you can mimic it in your environment? I've worked with many of the support team and have never been anything but impressed with each one of them.
Jen Loop | TrustRadius Reviewer

Online Training

Accelo

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen | TrustRadius Reviewer

Implementation Rating

Accelo

No score
No answers yet
No answers on this topic

Gainsight

Gainsight 6.4
Based on 12 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA | TrustRadius Reviewer

Alternatives Considered

Accelo

We used Workfront prior to using Accelo, mainly for project management and retainer management. There is no comparison between the two as Accelo blows it away.
Chris Osterhout | TrustRadius Reviewer

Gainsight

After reviewing manual processes and other industry solutions along with our needs for integration and a Salesforce friendly solution, Gainsight was selected based on the breadth of product capabilities and the team of resources we would be partnering with. While there are other possible solutions, Gainsight has worked very well for our objectives
Carlos Gonzalez | TrustRadius Reviewer

Return on Investment

Accelo

  • Helps with tracking prospects through the sales/marketing funnel
  • Has led some employees to stop using the tool and going back to spreadsheets. When trying to attach targets to tags you need to do so individually and if you upload a large list you need to do this manually, one by one, and requires a lot of time. So people have gone back to spreadsheets where they could simply just cut and paste new people in.
Anonymous | TrustRadius Reviewer

Gainsight

  • So far, our primary outcome has really been improving employee efficiency. We have gone through a pretty major reorganization of our customer success team and are pushing our CSMs to support more customers than ever. Gainsight has been an essential tool to allow them to support more customers without losing the high level of support our customers have come to expect. Many of our CSMs went from supporting 40-45 customers to now supporting 60+ with minimal effort.
Katie Baker | TrustRadius Reviewer

Screenshots

Pricing Details

Accelo

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

* Per Installation

Accelo Editions & Modules

Edition
Plus$191
Premium$341
  1. Per User
Additional Pricing Details

Gainsight

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required

Gainsight Editions & Modules

Additional Pricing Details

Rating Summary

Add comparison