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Gainsight needs some improvement for the Enterprise space but has a lot of potential
May 13, 2016

Gainsight needs some improvement for the Enterprise space but has a lot of potential

Diana Doan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Gainsight

Gainsight is being used by the customer success high level accounts across two service offerings. Currently supporting 100+ users with <2000 accounts. Goal was for a one stop shop for CuSM to access usage data and scale to automate CTAs and analytics findings.
  • User interface.
  • Dashboard visulaizations.
  • Basic report building.
  • Be able to do reporting across multiple tables/objects.
  • Usage visualization view to see over time. Today this can only be seen when data is copied over to the Native SFDC stack and only visible in the usage graph which is not available in relationships.
  • Segmented view based on user credentials.
  • Increased training ramp up for new CuSMs.
  • Increased efficiency as end users now do not have to look at multiple data sources and merge them together themselves. CTAs have allowed for monitoring of customers without human intervention.
  • Negative: Additional reporting outside of Gainsight needed as Gainsight is not able to provide reporting across multiple objects. We had originally expected to do a lot of executive level reporting to be made available in the tool.
  • Positive: More people are beginning to think about what kind of analytics is possible now that the data is merged.
  • Negative: Without a admin level access and knowledge of the rules engine, end users cannot test their own theories or build their own custom reports.
Scout did not have the ability to incorporate training and tasks required to complete CTAs. It was a clunky interface. Tableau provided the views into the data but no tracking of the CTAs or tracking of end user activities. However some visualizations of the data was easier to create. Gainsight was selected as it was able to track end users' activities and provide tracking of historical data. It can also provide executive level reporting.
More than 100 people
Gainsight is great for single offer companies and where product is built with customer analytics in mind. It is not great for on premise products (not a Gainsight problem) where usage data is minimal. It is not scalable for multi offers due to the current rules required to process data for a single offer, this may be handled better through the new rule chaining feature.

Gainsight CS Feature Ratings

7.5
Product usage
6
Help desk / support tickets
9
7.5
NPS surveys
Not Rated
Sponsor tracking
Not Rated
Customer profiles
Not Rated
Automated workflow
7
Customer health scoring
8
Customer segmentation
Not Rated
6.7
Customer health trends
9
Engagement analytics
2
Dashboards
9
Security ()
Not Rated
5.0
API
5
Integration with Salesforce.com
5
Integration with Marketo
Not Rated

Using Gainsight

Customer Success Managers
Customer Success Manager Executives
8 - Hadoop Architecture and Coding
Excel
Access to build quick data automation
Analytics - to identify issues and visuals
SFDC admin background
Project Management

Gainsight Support

I've received great results through the professional services. However sometimes smaller tickets that are opened up directly through email, not through our professional resource are not addressed until we request an update on it.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
Yes - Based on the complexity of our business we have found it to be an effective use of resources however not scalable long term. It has allowed us to learn to solve issues that are not as straight forward.
Yes - Yes, usually resolved within 24-48 hours, but this is usually handled through our professional service resource.
Scott Drost! He has been instrumental in our success.