Gainsight Customer Communities vs. Scratchpad

A great scenario that we use the community for is product adoption. That's one of the things we use it for. So sending our new customers as part of their onboarding flow to the community to learn from others and see the resources that are available and know that there's a place for them to ask questions and get their questions answered. That's probably one of our primary use cases and scenarios that it works straight in. I can't really think of something that it wouldn't work good for. That's a tough one to think of on the spot.

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Frankly, if I can do something in Scratchpad instead of Salesforce, I prefer Scratchpad because it's faster, easier, simpler, with a much more readable and useable interface. Salesforce has been getting requests to allow font size modification for over a decade and hasn't even done that. That's what sent me looking for something like Scratchpad. I sort of view it as a much more user-friendly UI to layover SF. It's faster and less frustrating than SF for frequent daily activities. It's great for creating notes and tracking tasks at a basic level in a much more user friendly environment than Salesforce. But it interacts w/ SF, which is great!

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• They provide a ton of materials on best practices in setting up and using their platform
• They provide materials on how to provide an exceptional customer experience, with podcasts, webinars, and blogs.
• They support their community and walk the talk, so to speak in engaging their customers with each other.

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• Scratchpad notes are super easy to use and link to Salesforce Opportunities.
• Allows you to update all the necessary Salesforce opportunity fields without going into Salesforce.
• Easy to use Task manager that helps you stay on track through the day.
• Extremely easy to use and their CS team is always willing to provide training and help.

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• The REST API could use some work with missing capabilities.
• Speed; production instance can sometimes be noticeably slow, especially on the back-end.
• Polls; the polling data is not easily accessible. It can be found in the data lake but that is not necessarily simple to access for some.

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• When pulling in Salesforce reports, it doesn't have full ability to do grouping/sorting.
• When looking at pipeline view there's not an ability to expand the default view to see more than 5 people per group.
• It'd be nice if comments would go as a task rather than a buzz.

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Gainsight CC is very versatile and easy to update in the areas they provide for customization. There are still some limitations that surprise us, but I really we are pleased with the ability to make changes on the fly. Overall we are able to accomplish what we desire to accomplish, and appreciate how user friendly it is

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So intuitive and user friendly

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Gainsight CC was a clear winner for us. Khoros was second, but we eliminated it from consideration due to cost and how hard it is to implement. Verint is a great platform, but lacks integrations. Circle is more of a small community platform and better suited to communities of practice.

It doesn't. Scratchpad is more agile and much easier to use as a seller managing a large patch with lots of opportunities. SAP is robust but is far more complicated and involves a lot more inputs to get the same outputs that you can get with Scratchpad in half the time and effort.

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• We are actually doing some work to prove return on investment for investing in Gainsight Customer Communities right now, and it's proving to be exponentially higher than we initially estimated. I'm not sure the exact numbers off the top of my head, but we're having a monumental impact compared to what we projected in terms of monthly recurring revenue and customer churn.

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• I save many hours a week using Scratchpad to simply manage my tasks.
• I no longer waste time waiting for SFDC to load.
• I can easily create opps, adjust the pipeline, and check to see if someone is already prospecting into an account.

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