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User Review: "Gainsight is worthy of your attention!"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
Mark James profile photo
August 30, 2018

User Review: "Gainsight is worthy of your attention!"

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is currently being used to support the Customer Success team for our ACA Management Solution. The platform is currently being evaluated for use in other areas of the organization.
  • Allows you to segment your customers and develop adoption plans for each.
  • Develop scorecards specific to how you manage your business allowing you to have a pulse on the overall health of your customers.
  • Access to dashboards to day to day use in evaluating results as well as a detailed report writer to extract data for more complicated reporting needs.
  • Gross and Net churn statistics are not part of any standard reporting elements
  • The system does not provide a standard process for incorporating annual contract escalators into the Asset value so the annual spend for a client remains the same from year to year unless manually modified. We were able to create a custom workaround.
The success and support teams have always been responsive, knowledgeable and helpful.
I am currently the only executive using the platform, and I am logged in and utilizing the platform as a standard part of my day. I access the information via dashboards at times, but am more often reviewing individual client profiles and reviewing custom reports and dashboards we have created to manage our business.
  • The ACA Management solution is a newer product for us, so it is not possible to say it has improved past retention. However, I firmly believe it has allowed us to successfully manage our retention achieving our goals over the last couple of years in an industry that has been heavily mired with negative government involvement.
  • Increase employee efficiency
  • Increase client satisfaction
We are not directly integrated with any solutions; however we will integrate with Salesforce once it has been installed within our business unit.
I think it would be well suited for a SaaS-based software business.

Gainsight Feature Ratings

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