First 6 months with Gainsight
Anonymous | TrustRadius Reviewer
November 30, 2018

First 6 months with Gainsight

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

We are using Gainsight globally within our Customer Success Management and Account Management functions. It is designed to address all classic CSM requirements, fundamentally to operationalize and standardise our methodology to support growth.
  • Very deep integration possibilities with SFDC allow highly sophisticated business logic and rules to be constructed.
  • Pulling together of lots of disparate sources of information into a unified view is a substantial time saver and allows clearer 'big picture' context.
  • Creation of dashboards that present lots of reports in a single view allows for quick analysis.
  • The Program feature is complex to manage and counter intuitive in certain areas. A simple revision requires the whole program to be cloned and a new version created.
  • Greater customisation around the report presentation would be useful, such as the colours used - sometimes it is hard to see.
  • Better slicing and dicing around NPS (by region, team, etc) as far as NPS score is concerned. Out of the box you just get a global value.
Interactions I've had with the support function have been very varied, with some responses not at the level of quality I would hope for. During the implementation, there was quite a lot of onus on us as the customer to check and validate the build, which required more time and effort than we were expecting.

We typically produce executive packs based off of the data from within Gainsight, not necessarily so much that executives are accessing Gainsight directly, outside of our Customer Success Group function.
  • Our NPS has increased, both in terms of collection volumes and the average score.
  • We've also improved the general quality of our data within our CRM as we're able to spot inconsistencies and gaps much easier.
  • Our CSMs have expressed greater levels of satisfaction in being able to manage their portfolio.
SFDC, bi-directional data flows.
Gainsight requires quite a lot of investment in the admin side and requires someone who is good with software - it needs a power user to make the most of the feature set, you certainly can't set it up and leave it if you expect to get the most out of it.

If however you have a complex data structure and want to produce bespoke and challenging business rules, then with the appropriate investment in resources you can achieve most things.

Gainsight Feature Ratings

Help desk / support tickets
7
NPS surveys
7
Customer profiles
9
Automated workflow
8
Internal collaboration
8
Customer health scoring
9
Customer segmentation
9
Customer health trends
9
Dashboards
7
Integration with Salesforce.com
9