Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success
September 26, 2023
Gainsight: A Robust and Customizable Platform & Great Partners to Help you Drive Success
Score 10 out of 10
Vetted Review
Verified User
Modules Used
- Gainsight CS
Overall Satisfaction with Gainsight CS
Benchling was building out their Customer Success org and needed a platform that can enable CSMs to manage their book of business, get fast insights on customers and a way to proactively alert CSMs on when to engage with customers. Additionally we also wanted to build a digital segment that would solely rely on 1:M email communications.
Retention was starting to rear its ugly head, so having a platform that can allow us to use a comprehensive health score to catch early signs or risk; best-in-class process on identifying, managing and mitigating risks and visibility to executive leadership and cross-collaborating teams was one of the reasons we went with Gainsight.
We (CS Ops) were also tasked to do more with less, which inspired us to create a digital segment that can be sustained off of digital 1:M engagements with Gainsight's Journey Orchestrator (JO). With JO, we can create year-long monthly product usage updates to customers, ensuring they are aware of all new product features that can assist them with reaching their business goals, as well as efficient CSM interventions when needed
Retention was starting to rear its ugly head, so having a platform that can allow us to use a comprehensive health score to catch early signs or risk; best-in-class process on identifying, managing and mitigating risks and visibility to executive leadership and cross-collaborating teams was one of the reasons we went with Gainsight.
We (CS Ops) were also tasked to do more with less, which inspired us to create a digital segment that can be sustained off of digital 1:M engagements with Gainsight's Journey Orchestrator (JO). With JO, we can create year-long monthly product usage updates to customers, ensuring they are aware of all new product features that can assist them with reaching their business goals, as well as efficient CSM interventions when needed
- The health score is great! with good data and the right workflows in place, you can easily create automated health scores by your desired segmentation
- Journey Orchestrator is the best 1:M outreach tool I have seen from any CSP. Very flexible and comprehensive. Can also support surveys! JO can be used for all segments, not just your digital segments!
- Gmail/Outlook integration - Our CSMs love that you can send an email and attach it to the gainsight account. You can also create a meeting note in Gainsight and email it to your customers!
- Calls to Action/Playbooks are very customizable, interoperable with SFDC and a great way for CSMs to keep on top of their work and also a great tool for reporting outcomes and CSMs work throughout the year
- Success Plans are good, but I think there can be some upgrades made that can make them more interoperable with other functions/workflows we establish within Gainsight
- Reports/Dashboards are good and comprehensive, but some UI enhancements can be made that will fall in line with other reporting tools out there
- No metrics yet, but we have improved our at-risk customers by identifying risks earlier via our automated health score and with our Gainsight approved mitigation workflow, CSMs and leaders have better discipline with mitigation efforts and sharing at-risk customers across the org so other teams can step in and assist
Do you think Gainsight CS delivers good value for the price?
Yes
Are you happy with Gainsight CS's feature set?
Yes
Did Gainsight CS live up to sales and marketing promises?
Yes
Did implementation of Gainsight CS go as expected?
Yes
Would you buy Gainsight CS again?
Yes