Gainsight Customer Success (CS) is presented as a growth engine for modern post-sale teams. Built for CROs, CS leaders, and operations pros, it provides visibility into customer health, expansion potential, and revenue risk. With automation, AI, and health scoring, Gainsight helps scale outcomes without scaling headcount. With its playbooks and success plans to CSQL tracking and journey orchestration, Gainsight CS helps teams to take the right action at the right time, every time. Access to…
$2,500
Per Company Per Month
Intellum
Score7.4 out of 10
Enterprise companies (1,001+ employees)
The Intellum platform, from the company of the same name headquartered in Atlanta, is designed to provide all of the tools needed to create, present, manage, track and improve highly-personalized learning experiences for customers, partners and employees. With it, users can can create assessments, quizzes and NPS surveys directly inside Intellum. The vendor states its Open Asset approach allows users to make any file, document, presentation, link or video a trackable, reportable learning…
I really enjoy using Gainsight CS because we can track our customers through their life cycles through our CSM/Implementation teams, Customer Community, and even our Academy! All of the information is in one spot for us to use and see. I would recommend this product (as well as CC & CE) for any SaaS company that needs visibility across all products and teams.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Intellum leads the field in reporting; something I didn't even know I really needed/wanted until we purchased this LMS. While I realize that most Learning Management Systems are designed to support online, auto-assigned content for people to complete on a device, 80% (sometimes more) of our training is delivered in person (we are a quarry company, and our learners do much better with Instructor Led Training). Sometimes it is difficult to find a workaround in Intellum that allows us the flexibility and consistency we require for managing our in-person learning needs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
One source of truth for all things CS - managing day-to-day tasks.
Getting ahead of the risk by having a very detailed and evolving health score system. Gainsight's CSM was incredibly helpful in building our risk mitigation plan using the health score, sharing their best practices.
Having a mutually agreed upon Success Plan that you can share with the customer. It was also incredibly helpful with assigning other parties to take actions, along with due dates and reminders
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Easy to use interface. The quick options to add content to pages, and drag and drop organization, makes it easy for anyone to jump in and start adding information.
Intellum is not just mobile responsive but mobile-friendly. This makes it super easy for people to view our content anywhere they are, any time they want.
Intellum support is always quick to respond when we have questions or need help tweaking our setup. They also have a robust selection of self-service training courses available.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
Outlook integration could be better as within Outlook we do not get much insight of the account. While contacting a contact from Outlook, it will be great if the Outlook -Gainsight CS tool can show certain important information, like any pending CTAs, the latest billing amount, and pending certifications, etc. This will improve the communications and make it more aligned with the company and account perspectives.
Limitations of report creation are user level - As a user I can not create report as per my wish on my set of accounts. Only the admin user has access to that, and also it's very intuitive compared to Salesforce.
Dashboard customization - as a user I have very much limited options to put in my dashboard. It's all about CTA all the time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight CSGainsight's usability is extremely intuitive. The dashboards are modular and the ability to click into each to learn more is helpful to gain visibility and strategizing where to prioritize time as a CSM. Logging activities is also extremely intuitive as is the CTA function. There is some confusion on "Where can I find..." if there are multiple dashboards so an internal AI tool to ask would be helpful as well.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Rarely any issues with availability or outages. When they do occur, there is excellent communication and consistent updates. Bugs are usually addressed in a timely manner, and communication around those issues is also extremely good
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The customer support team is always very helpful and responsive, as is our CSM who goes above and beyond to help us with issues and questions that we have
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Gainsight CS and Vitally offer distinct strategic advantages depending on organizational maturity. We used Vitally for a year and it is pretty decent for mid-market teams requiring immediate agility. We just had a hard time getting our CSM's to adopt the tool. In contrast, Gainsight CS serves as a comprehensive System built for enterprise complexity. Its architectural depth allows for intricate data modeling and parent-child hierarchies, while its Bionic Rules engine provides professional-grade automation that handles nuanced triggers far beyond the capabilities of standard, trait-based systems.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Intellum is in a class of its own. With the good referrals, I got from colleagues in my industry, I was aware that certain processes would be made easier by this software, and we were right. I have seen the positives that have come from this software. It easily takes the cake over its competitors!
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
It can lean a little heavily toward Customer Success, but the ability to customize many areas based on specific user or account characteristics allows you to make it work across many different roles. This also makes collaboration within the tool across teams possible. It a flexible tool if you have a skilled admin to help guide your process building.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The biggest impact Intellum has had on hc1 would be the space for learner engagement. I still have to work hard to direct our clients to the LMS (link from our hc1 solution) but when they do - they love it!
Since the pandemic in 2019, hc1 also has noticed a big up tick in the usage of LMS from our clients because of the need for virtual learning.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info
