Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company
Updated December 05, 2018
Benefits and Opportunities for Improvement with Gainsight for an On-prem Multi-product Company
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Gainsight
Gainsight is being used by the customer success managers in the organization to provide them with a 360 view of their customers and to help them streamline the CS processes (i.e. customer onboarding) and document key customer interactions, success plans, risks and opportunities for account growth.
- One location for all CS work
- Flexible reporting and easy to configure dashboards
- Native integration with SFDC
- Ginsight is a great product but needs more help to cope with the complexity of an on-prem multi-product enterprise company.
- Would be great to be able to access Gainsight independently from Salesforce
- The functionality to share dashboards to non-GS users is a great idea and would be really good to see more development in upcoming releases in terms of ways to share the dashboards and making the usage smoother, especially for bigger data sets
Executives are involved with direct customer visits and the main benefit they pursue with Gainsight is the ability to have a view not only of the overall business situation, but also to easily drill down to separate accounts and understand what is going on. Unfortunately, the C360 and R360 are not fully suited for this in our case, because of the complexity of the account structure. Therefore, we have leveraged the reporting and dashboard functionalities as this allows for more flexibility to help us mitigate the issue.
Nevertheless, the ability to provide executives with structured live data on all accounts is a great outcome that can be achieved with Gainsight.
Nevertheless, the ability to provide executives with structured live data on all accounts is a great outcome that can be achieved with Gainsight.
- We have increased the retention rate by automating the customer onboarding process and reducing the time to value for the customers
- Employee efficiency and collaboration has been increased as now CSM resources carry more accounts.
- Upsell has been increased in the mid-market accounts, as now CSMs have better view of their customers' information.
Apart from SFDC, our support database has also been integrated to Gainsight. The ability to integrate various data sources is very important for a true 360 view of a customer, especially in bigger companies using a wide variety of systems.