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Gainsight Administrator Still working through implementation!
October 06, 2015

Gainsight Administrator Still working through implementation!

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

We are in process of rolling Gainsight out to anyone in the organization in leadership or a client facing role. One we've fully implemented Gainsight we will have about 50% of our employees using Gainsight. Gainsight allows us to more systematically service our client, ensuring that we have standard play books for all of the common issues we run into, as well as, allowing insight into potential problems (e.g. drops in usage) before they have a chance to be detrimental to the relationship.
  • Identifying issues, such as drops in usage, before they are obvious. This allows us to address any potential risks before they have a chance to have a lasting negative effect on the relationship.
  • Standardizing how we respond to common issues, and allowing new employees to ramp up more quickly. By using the playbooks we are able to standardize how we fix common problems and ensure that the best practices are used by everyone... even new employees.
  • Ensuring that repeated tasks, such as quarterly business reviews (QBR), happen on time for clients based on things like their Customer Tier. We have the ability to automate the CTA's to kick off every three months for tier one clients so that we never miss another QBR.
  • The implementation process has been much longer and more complicated than initially expected.
  • We aren't able to customize some features as much as we need (e.g. you can't set smart sign scores for different client types)
  • Would be good to be able to set CTAs based off of a scorecard, so if a score goes stale, or if a score drops a CTA is automatically kicked off. Currently there is no way to do that.
  • We haven't been using Gainsight long enough to determine what the ROI will be, but based on early signs I think it will have a positive effect on the efficiency of our client services team, better customer service and our ability to catch potential risks early.
We have not used any other customer success solutions.
11 to 25 people
I think Gainsight is a great tool for any company that has high touch interactions with their customers on a regular and ongoing basis. Having said that, I think any company could find value in the system, especially with the automation tools they are constantly working on improving, such as copilot. My only big complaint has been the implementation process.

Gainsight CS Feature Ratings

7.5
Product usage
8
Help desk / support tickets
7
8.8
NPS surveys
Not Rated
Sponsor tracking
6
Customer profiles
9
Automated workflow
9
Internal collaboration
10
Customer health scoring
10
Customer segmentation
9
9.0
Customer health trends
10
Engagement analytics
8
Revenue forecasting
Not Rated
Dashboards
9
Not Rated
Role-based user permissions
Not Rated
10.0
API
Not Rated
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated

Gainsight Implementation

While our implementation process has been slow and arduous, one positive is that our users are already getting some value out of the system while I continue to work on other areas of the implementation.
  • Vendor implemented
  • Implemented in-house
Yes - There was a "Success Express" workshop with two weeks of prep work, then the workshop, followed by an additional 6 stages to work through remotely.
Change management was a minor issue with the implementation - We're still working on rolling this out to the whole team but have been operating on a top down process starting with the department head and team leads.
  • At every turn the data implementation process has been extremely painful (with the exception of the native Salesforce integration). Segment integration should have been plug and play but instead is requiring custom work on our end to make the data show up properly.
  • Administration of Gainsight is not intuitive, my experience as a Salesforce admin has been little to no help in learning to navigate the Gainsight administration.
  • There aren't enough training resources, I would love to have more training videos and tools to help get myself up to speed.