Item: Gainsight CS
Rating: 10
Author: Christian Falkenberg

Use Cases and Deployment Scope

We are using Gainsight in the Customer Success Management Team to manage all our customers and to consolidate the data from all different systems we have to get the full picture of our customers. We are using Salesforce as CRM system, so Gainsight was our final choice because of ease of connecting both.

Pros and Cons

All customer data in one place
Strong rules engine to automate stuff e.g. tech touch management
Easy administration
Usability
Good interface with Salesforce as CRM system

Some standard objects/functions are to static e.g. NPS feature - but you can always create your own views
No interface with other survey tool, but I heard this is on the roadmap
Sally Slack bot seems to be useless, at least for us. You get a faster summary by using C360 view

Support Rating

The support team is just awesome! The response time is pretty fast and most of the cases helpful. We also have a Customer Success Manager helping us in using Gainsight and pointing us to features we have not used yet. In the beginning of our journey along side with Gainsight we had a workshop with our CSM from Gainsight and our whole CSM team. That helped us a lot.

Executive Visibility

We haven't done anything in this direction yet, but we wanted to introduce Sally (Slack Bot).

Return on Investment

Boosted employee efficiency and reduced churn
Improved transparency in Customer Success team
Improved customer insights
Faster and automated customer onboarding

Alternatives Considered

Totango

Conversations with Gainsight were just better, that's why we choose them.

Impact of Data Connectors/Integrations

We connect Salesforce and our own Business Process Management software to have usage data. And we use Amazon S3 for other data sources. At the moment we are testing to integrate Jira to also have all support cases in Gainsight and enhance our Health Score with that information (e.g. open cases, critical bugs).

Likelihood to Recommend

The best scenario would be to use Gainsight when Salesforce is already in place. This will help you to set up things easily, like rules for automation, data transfer or updating customer data in Salesforce through Gainsight. You want to consolidate all customer data you have? Use Gainsight! Gainsight also has a good reporting tool in place, where you also can create and share dashboards.

Great tool for Customer Success Management - fun to use and administrate

Overall Satisfaction with Gainsight