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Review: "Gainsight gives great snapshots and overviews, but suffers in detailed reporting"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
Nanette Hartley profile photo
August 22, 2018

Review: "Gainsight gives great snapshots and overviews, but suffers in detailed reporting"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We use Gainsight in the Customer Success organization. I am the one that loads the majority of data into Gainsight from outside sources to allow our Customer Success organization to know how our clients are doing. It allows them to know if they need to take action on a client because they are not using the product, or if they have other risks.
  • Calls to action - create calls to action based on changes in user data.
  • Email - emails can be automated based on rules in Gainsight to allow us to communicate based on user actions.
  • Analysis - looking at data is easier with the report builder and dashboards. No need to export data to analyze it.
  • Reporting is not as robust as it is in Excel - it is difficult to provide high-quality output for users.
  • Calculation - only certain calculations can be done with the imported data. We cannot generate the same reports we do weekly/monthly based on what is done in Excel because we cannot normalize data.
We have pushed the system to do things it could not do before, and have had great support in doing so.
Executive dashboards are the key, but we also do export and reporting at a higher level.
  • We have reduced churn by 18% over last year.
  • Employee sales leads are higher now than they were a year ago.
No data sources currently loaded. We export to Tableau and Excel for further analysis. Since all data is manually uploaded at this point, we have a person on staff dedicated to this work.
Gainsight is great for viewing data in simplified forms. It allows very good snapshots of data. However, the reporting and visualization of that is not as robust as it should be. We end up needing to export data to Excel and Tableau to do a full and robust analysis that we would like to be able to give anyone that has access to Gainsight.

Gainsight Feature Ratings

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