How Gainsight’s Manager of CS Operations Improves Efficiency With Horizon Analytics Image

How Gainsight’s Manager of CS Operations Improves Efficiency With Horizon Analytics

One of the most exciting parts of working in Gainsight operations is getting a sneak peek at new features and functions as our product team rapidly innovates. We are our own harshest critics, and I love giving the product team feedback as I run the Gainsight platform for Gainsight. 

With the recent release of Gainsight’s Horizon Analytics, my team and I started using the beta version’s tools and functions as soon as they were available. It has been four months into the testing process, and I have to say the results are exciting. This product enhancement streamlines the end-user experience, surfaces insights that customer-facing teams need in reports and dashboards, all with the end goal of driving greater adoption and retention. 

Analytics – Simplified

Horizon Analytics is entirely built on our Gainsight Horizon Experience.  I found that with the addition of web integration and mobile enablement, my productivity skyrockets. The tools I use every day are now available on the go.

Since having initial access, we have leveraged the new Dashboard Builders features.  Beginning with my day-to-day experiences, the unique bright, and clean appearance helps me engage and keeps my attention. Adult learning specialists state that using eye-pleasing colors reduces fatigue, increases the user’s attention level, and helps focus on content as much as 40 percent. The new Horizon Analytics Dash Builders feature strategic colors that improve clarity and readability. These are customizable for clients allowing them to use themes that work best internally. 

Next are the advanced usability and power behind functions and features. These allow me to embed links to web pages, such as company portals, and reports from other tools, such as Tableau, into the new dashboards. By embedding links and reports directly into the dashboard, I have ease of use and an increase in time management. In addition to the reports that I can embed, I can also include text sections. I can break out the dashboard into different sections based on the use case, business, or any reason behind the reporting. 

Centralized Data Visualization

When I want to incorporate insights from other sources, they can now be embedded directly in the dashboard. Imagine looking at data from company portals, Tableau, or elsewhere all in one place. Even edits made from those external locations are automatically updated in real-time. This alleviates time constraints and gives me the ability to share information easily.

Instead of executives looking for data in two places, they can examine all the information, side by side, in one location. Add to it that everything in Gainsight can functionally interact with embedded data, and I never have to leave the platform. By staying inside the platform and dashboard, my admin processes are streamlined. 

At Gainsight, we have our stakeholder alignment process, our verified outcomes process, and a risk process. I can embed text above each of those dashboard sections to include commentary helpful for senior leadership. I can give more details by incorporating links that might take executives to other dashboards. For instance, if Gainsight’s SVP of CS, Kellie Capote, needs to dig into a particular use case, there’s a way for me to link to another dashboard so that she can access it. 

Additionally, there is no need for descriptive documents outside of Gainsight that store where the user should go or how to use the information. There is step-by-step in-app guidance. And all of the reports serve as that enablement component. They help me land in the right dashboard and know precisely what it’s for. 

Improving Executive Communication

In Horizon Analytics, there are two stand-out benefits. One is an extensive use case in Report Builder. When building a chart, I can make that chart clickable. I can click on it, and it will ‘pop up’ whichever customers or whatever data falls under that bucket. So, during the whole process of building out that click-through, I can rename the fields. 

It’s a lot easier for me to read and understand what data is under it. The entire motion saves time as a Gainsight admin. Processes that used to take me at least 20 minutes can be done in less than half the time. On an individual report basis, what used to take me up to ten minutes now takes two to three—a significant improvement. 

From an end user’s perspective, the ability to customize the appearance of reports is helpful. I can completely change the way the report looks. Utilizing varied font sizes or legend placement, I can create a more consumable report. The full ability of customization also includes colors, logos, and embedded images. The customization capability extends into decks that I might have to prepare for people here at Gainsight. Also, sharing abilities are more robust. 

One example is a dashboard that I schedule and share with executives every Monday. I can set it up to share, include a note, and then send it as a PowerPoint or send a licensed link to that dashboard.  Another example is weekly business review decks pre-prepped and ready to go for whoever needs them for business meetings occurring that week.

Mass Edit Reports – Simple, Fast, Easy 

There are significant improvements to Data Designer, Renewal Center, and Experience Center. But its Horizon Analytics Dashboard’s incredible customization and how fast it loads that makes my job easier. Dashboards aren’t just more customizable, there are also significant improvements to load time. Comparatively, a dashboard that has a large number of reports on it loads quicker than ever before. The process went from minutes to mere seconds. 

Gainsight has introduced a new scorecard look to our Mass Edit Reports. What I see are all customers with their different scorecards in one place. There’s also a second version of Scorecards called Habit. Habit pivots the scorecard so I can see customers’ actions or habits over time. And when we need to plan an attack for those customers at risk, I can look at the overall customer health over time. It presents a view of the customers’ health who have turned red, moving to green, or trending in the wrong direction. Seeing all those trends over time allows for preemptive actions and long-term plans. The look and feel is sublime.

There are other options, as well. We now offer prepared template reports that enhance the Scorecard views and Habits. Before, I had to create them manually in the platform. Now, they are pre-built while still customizable with a drag and drop motion improvement. The data is set up in a way that makes it simple to build various types of reports. It’s a big time-saver for me because the Scorecards and Habits are the types of reports I often use. Add in the brand new Horizon look and efficiency of the Mass Edit Reports, and it gives me an enjoyable and valuable user experience.

Creating Efficiency

Since the introduction of Horizon Analytics, my job is easier with cleaner reports, uncomplicated dashboards, and enhancements that create efficiency. Also, when taking the pulse on my metrics, there are some definite changes. I begin my workday with a clearer vision of potential accomplishments.

One example is what my renewal ARR looks like every quarter. Gainsight has a “widget report” that not only looks at the total number of customers versus the total number of customers up for renewal but how many are low or Red. I can compare numbers with an added goal metric. Putting them side by side allows me to see the variance and how much time is left until the end of the quarter. This quick visualization of where I am regarding the KPIs vital to my role is helpful.

Achieving Goals 

With all of the new capabilities that Horizon Analytics introduces, tools, revisions, and improvements, I believe there is clarity in the daily path I plan and the ability to achieve my goals. It begins with the screen I look at every morning. Fewer elements mean a clean slate. There are also fewer steps to complete my actions. Fewer clicks and pages decrease my time spent and improve efficiency. Then, there are the customizable views and in-app help. Gainsight has made the platform more powerful, lightweight, and convenient with an enjoyable experience. Everything, including the visual enhancements of Horizon, makes me more excited to use it. As I continue to explore Horizon Analytics, I learn to optimize my use of it. Add that I can robustly share information and reports while saving time through consistent web and mobile experience and the capacity to keep my management in the loop regularly. Simple. Fast. Easy. 

Don’t you want to spend time in a product that will not only make your job easier but deliver an experience that you will love? Watch our Horizon Analytics product launch to see for yourself how we can supercharge your insights to ensure your organization stays customer-centric. 

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