Gainsight CS

We use Gainsight CS to track our accounts overall health in terms of business growth, contact, certification. It helps us in tracking various tasks given for our accounts and automated those gainsight. For example, accounts who are at churn risk, we get automated alerts in the form of CTA and we can prioritize those accordingly. As a salesperson it's extremely important to get a dashboard to have a bird's eye view of your accounts and do a quick health check and prepare the action plan based on those information. Gainsight CS make this happen for me - I can have a glance at what I need to take care of on an urgent basis and plan my day. I can create a custom CTA as per my own requirement. This also applicable for roles with people management who can pull reports for the entire team on a similar matrix and set the agenda of the week or month. Auto logging calls, meetings and emails are another important aspect of CRM hygiene. Gainsight CS allows us to do these menial tasks automatically and keep tracking our work.

• The timeline features - tracking interactions in a log manner is the greatest impact compared to vanilla Salesforce.
• Dashboard View - As good as the timeline features, getting everyone in one view really helps in planning.
• CTA - Task automation helps a lot as it is part of the dashboard. We can make sure by focusing on the most critical task at hand.

Salesforce Lightning Platform

Microsoft Teams, Microsoft 365, Salesforce Lightning Platform

We use Gainsight in customer success to organize all of our customer communications and manage our risk assessments. My main use is to manage our churn and the timeline of events for communications. The ease of use and quick set up have been amazing for us. The biggest challenge is always organizing your customers in a way that you can make meaningful decisions from.

• Reduced our customer churn by count
• Allowed us to focus on more at risk customers
• Helped automate our communication workflow to expand our reach

We've improved accounts transitions drastically compared to the past, where former CSMs used to log notes in Google Docs and store emails in customer-named folders. Now everything is logged in one place, creating transparency, and the AI Account Summarizations for Risk, Renewals, and Strategy are super helpful for stakeholders getting a high-level update on an account.

• Improved team collaboration across multiple departments.
• Easier account transitions due to historical data.
• AI summarized account notes, meeting details, and action items.

Totango

Salesforce CRM Analytics, 6sense, Adobe Marketo Engage

In [...], we are using Gainsight CS by integrating with Salesforce for tracking the Customer Journey,Customer satisfaction scorecords, healthchecks, large customers contract related information like renewals, risks, timelines, track customer feedback, no of Transactions each customer is entitled for the respective Supply chain management solution module.

• Improvement in Customer Contract Renewals
• Full visibility to the product management leadership and technical team about the customer feedback, customer scorecards
• Able to integrate and Sync easily with existing Salesforce tool
• Improved the supply chain management Product roadmap and strategy.

Freshdesk Omni

Salesforce CRM Analytics, Azure AI Search, Azure AI Studio

We use Gainsight CS for customer health monitoring, lifecycle maintenance, creating playbooks and success plans, reporting and dashboards.

• Return on investment
• Relationship management
• Surveys and voice of the customer

CATALYST Enterprise