How PartsSource Transformed Customer Experience and Delivered Double-Digit Retention with Gainsight

How does a healthcare marketplace deliver a connected customer experience from the first sale to long-term renewal? For PartsSource, the leading online enterprise software platform for hospital parts and services, the answer was a major digital transformation powered by Gainsight CS and Staircase AI. By centralizing critical data streams into a single hub and surfacing real-time insights across the customer lifecycle, PartsSource was able to build a more predictable, proactive, and connected client experience end to end.Since implementing Gainsight, PartsSource has seen a double-digit improvement in GRR and aligned teams around a shared customer-first model.

PartsSource faced a daunting situation: while it had no shortage of customer data, it was scattered across siloed systems, including Salesforce, Power BI, and homegrown platforms from acquired companies. In addition to that, every team looked at it differently.

As Chief Customer and Growth Officer Brad Casemore put it, “You could take five people and have them look at the same visualization, and all five would come up with drastically different conclusions about what to do.”

This data fragmentation made it difficult for the company to stay ahead of churn risks or respond efficiently to customer needs. Customer-facing teams spent countless hours manually piecing together data, only to miss time-sensitive opportunities to troubleshoot problems or help customers find more value.

PartsSource understood the data infrastructure was holding the company back from achieving the seamless experience required for their enterprise healthcare clients. These gaps were especially problematic for PartsSource because it operates in the healthcare sector, where trust and reliability are central to success.

PartsSource’s customers depend on its enterprise software platform to obtain medical equipment and services that are mission critical, directly impacting the lives of patients and keeping healthcare providers compliant with regulations and standards. Gaps in the customer experience represented more than just a tick in a sentiment metric; they were creating gaps in an industry where every delay matters.

PartsSource needed a holistic strategy to manage the end-to-end customer experience in real time. To achieve that objective, they were looking for a customer success platform (CSP) that could efficiently bring all their customer data and enable their teams to engage customers consistently—from the first order through ongoing partnership.

The platform they were looking for? Gainsight Customer Success.

When Casemore joined PartsSource, he created a new organizational model unifying customer intelligence, CS, services, and revenue operations to deliver a consistent, lifecycle-based customer experience. As the organization set out to transform how it engaged its customers, he focused on one goal: connecting every moment of the customer journey with data-driven insight.

“Why bring in Gainsight?,” he said. “There are three key reasons: How do I bring all the data together? How do I generate insights? But most importantly, how do I then trigger prescriptive actions that I know drive predictable outcomes?”

Using Gainsight CS and Staircase AI, PartsSource created a centralized hub for customer intelligence. With Gainsight’s capabilities, they were able to do the following:

• Turn fragmented data into one customer truth: The team consolidated data from Salesforce, Power BI, and legacy systems into Gainsight CS. From there, they defined what “a healthy customer” looks like—based on measurable signals like feature adoption cadence and operational metrics such as on-time shipment percentage.
• Shift from reactive to real-time engagement: Using Staircase AI, PartSource can now track sentiment continuously across chats, emails, and tickets. Now, signals that once went unnoticed—like frustration buried in a support thread—are automatically detected and surfaced in real time. Gainsight then triggers CTAs and playbooks so teams can respond immediately.
• View customer health through two lenses: To make that visibility actionable, PartsSource layered two complementary health measures. Gainsight’s operational health scoring monitors engagement and performance data, while Staircase AI independently measures customer sentiment. This dual-lens approach even powers a monthly Enterprise Operating Review, where the team compares both scores to validate account health and uncover hidden risk.
• Boost efficiency so teams can focus on customers: Gainsight also simplified one of the team’s most time-consuming processes: executive business review prep. By connecting Gainsight to Matic, their presentation automation tool, teams can now generate customer-ready decks with a single click. What once took two or three days now takes minutes.

Together, these capabilities gave PartsSource not just more efficiency—but more confidence in how they serve their customers. With a complete picture of account health and sentiment, the team could stop reacting to problems after the fact—and start spotting risks early enough to change the outcome.

Casemore expanded on the power of their holistic approach: “After a customer cancelled, we used Gainsight to better understand their experience and were able to turn the customer around and expand their relationship with us. Customer success is no longer just about product adoption or point-in-time surveys, right? You have to understand the day-to-day experience.”

Behind that transformation was a deep focus on change management. Casemore and his leadership team recognized that technology alone doesn’t drive results—people do. They built a culture of adoption around Gainsight by aligning teams on new processes, reinforcing desired behaviors, and turning data from the platform into action.

Transformative is almost an understatement when describing what Gainsight helped PartsSource accomplish.

Right out of the gate, they propelled retention rates by double digits—a milestone achieved during the company’s largest renewal period in five years.

Casemore put it simply: “Gainsight helps us get closer to customers and ahead of issues before they escalate.”

Beyond retention, Gainsight sparked a ripple effect of efficiencies that kept costs down:

• Manual data juggling? Gone.
• Slow churn reactions? Replaced with proactive engagement.
• EBR prep? A near-instant, one-click process.

But perhaps the biggest change was the broader cultural shift sparked by Gainsight.

As the company’s first chief customer officer (CCO), Casemore chose to use Gainsight to align the entire company around the customer experience. “Our strategy focuses on driving customer value and owning customer outcomes—at scale and with consistency  to drive predictable outcomes. That is incredibly important.”

For Casemore, successfully implementing this new strategy relied on his ability to instill credibility in the vision, working side-by-side with his team, showing them how Gainsight could help them achieve real outcomes.

“With Gainsight, we’re swarming issues as they occur. And even if you can’t change the outcome, you can still acknowledge people and let them know we’re doing our best. When you do those things, it goes a long way,” Casemore said.

Looking to the horizon, PartsSource is expanding its Gainsight footprint to unify every business unit under one tech framework. By linking all customer data, the organization aims to deliver hyper-personalized and consistent experiences across their entire portfolio and company to become the true customer intelligence hub for the business.

To support that, the team is planning to explore new Gainsight capabilities that extend their strategy even further—like Spaces for collaborative customer work, and prescriptive learning paths to personalize education at scale.

But that’s not all. They’re also looking ahead to Gainsight’s Atlas AI platform as a way to further reduce manual work while preserving human connection.

“Atlas will allow our people to spend more time with customers instead of non-value-added work,” Casemore said. “I think that’s what I’m most excited about.”

The PartsSource roadmap proves one thing: they’re not just resting on their success. They are building forward, blending innovation with empathy to further cement their role as a trusted partner for mission-critical operations. It’s an exciting journey—and Gainsight will be with them every step of the way.