Gainsight helpful for both Services and Sales organization
October 31, 2017

Gainsight helpful for both Services and Sales organization

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

Overall Satisfaction with Gainsight

Gainsight is always extremely quick to get back to us in response to any of our questions or issues. They also have great project managers who are incredibly helpful to work with, and always respond in a timely and thorough manner. With any support tickets submitted they always follow up to make sure the issue is fixed and will also give you updates while the ticket is open.
Gainsight is being used to track and manage our customers. Our Partner Services organization uses Gainsight to see both product adoption and health measures for our customers. From a Sales perspective we use Gainsight to snapshot important data and metrics on a daily basis which we could not do with Salesforce alone.
  • Capture important historical data daily with MDA tables
  • Create reports and dashboards quickly
  • Great user interface
  • Additional options for visualizing data in reports
  • More documentation on building and updating MDA tables
  • More chart types for dashboards
Executive view into customer accounts (and customer success in general) is extremely import at our company. With dashboards customized for our executive team they're able to get a quick view of the accounts that are healthy and how product adoption is trending across both healthy and unhealthy accounts. Gainsight has made it a lot easier to surface important customer success metrics to our executives.
  • Better identification of healthy accounts
  • Better understanding of our historical sales data
  • Customer Success team able to work with account data more effectively
Gainsight was more powerful than Totango in our view
Gainsight is great for tracking data historically for our sales team, both as a team and by individual rep. It's very easy and intuitive to segment data by region or team and the data is very easy to export for manipulation in excel. Individually for sales people (with a company of our size) it does not make sense for the reps to be using Gainsight on a daily basis, but it's easy for them to sync with our partner success team to look at any necessary info.

Gainsight CS Feature Ratings

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