Likelihood to Recommend Exasol is suited to applications requiring fewer & larger queries (reporting/data analytics/business intelligence tools). Its per-query overhead makes it unsuitable as an operational database (those are optimized for many & smaller queries.)
Read full review Well suited for: consolidated and organized note taking tracking stakeholders contact information if properly configured - identifying and categorizing risk categories less appropriate setting up customer journey takes quite a bit of work to implement and make use of - want best practices baked into the product - "customer journey wizard" reporting is robust but clunky to set up reports and get meaningful data
Read full review Pros We have found Exasol to be very fast at summarizing large data sets. It has been a great backend for both reporting tools and data analytics/business intelligence. Combined with the fact that data import is also very fast it makes it ideal for a real-time ELT architecture. Exasol is low maintenance. No indexes to maintain (The database auto-manages them) and very little tuning is required. Query processing is optimized for high throughput and high parallelization. This means that even under high loads performance degrades gracefully as opposed to having "pile-ups" and "meltdowns". This has made it a very reliable database for us. Read full review Gainsight's Data Designer is a powerful tool that allows you to create new tables/data sets from different sources (Create a new table by merging Snowflake, SFDC and Gainsight data that you can use for reporting or be the engine of calls to actions) The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments! Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers! Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year Read full review Cons Exasol doesn't have some of the advanced enterprise-y features found in some other large corporate database systems (e.g. native row-level and column-level security). However it's pretty customizable (SQL pre-processing, virtual schemas, powerful user-defined-function frameworks) so many of these features can be implemented manually. Read full review Sometimes tying Salesforce Data into Gainsight objects can be challenging. (I don't believe this is a true Gainsight limitation) I would love to see the ability to create a dashboard directly from JO Analytics, to help save time recreating measure the program analytics already provide. (Since the JO program analytics aren't extensible to everyone, a dashboard needs to be created ) Read full review Likelihood to Renew Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
Read full review Usability I gave it 9/10 instead of 10/10 only because it lacks in a few advanced enterprise features that require manual workarounds. Otherwise our users have had no problem getting up to speed with it (other than SQL syntax issues that are specific to it, but that's true of any DB)
Read full review I give it this score based on the implementation at my current employer. I don't know if it could be higher based on if the implementation went better, or if there is something on the vendor side that could help. If this were asked at my previous employer, I would have given it a score of 9 or 10.
Read full review Performance 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
Read full review Support Rating I have had only positive experiences with their support. They are fast, knowledgeable, and courteous. Online support requests get picked up within hours. I've only once had to use their hotline and that was for an emergency. There was even one minor non-security bug report that I reported and which they fixed in the following week's minor release. I was quite impressed.
Read full review The CSMs are very hands-on and helpful, both Elaine and Lane have provided a lot of guidance and value over the years. Support is responsive and will jump on things as needed. The thought leadership and community is probably the most valuable part of our support from Gainsight.
Read full review Online Training 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
Read full review Implementation Rating I was not part of the implantation (I took over later). However, based on what was passed to me, the tool was not well implemented at our org. I think this had to do with complexity, wrong person assigned in our org, and org buy-in. I think it would have been very successful if we had a better assignment process internally.
Read full review Alternatives Considered We looked at some others too, but was 5 yrs ago so I don't recall the list. Exasol had the best performance per cost, outstanding performance, and was easy to evaluate. Even their community addition running on my laptop was faster than our existing reporting solution.
Read full review Our
Salesforce admin is constantly pushing us to adopt more of the features of
Salesforce . However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in
Salesforce .
Read full review Return on Investment When we first migrated to Exasol (from a MySQL-backed reporting tool) our clients spent over an order of magnitude less time waiting on reports and since then it has opened up possibilities for reporting and analyzing data that were simply not possible beforehand. Read full review We increase account coverage by more than 20% through the tools within Gainsight CS to generate actions for our CSMs to prioritize accounts. Now that we are using Success Plans, we are seeing 65-75% of customer outcomes realized within a 12-month period. This was something we weren't able to track before. Read full review ScreenShots